Pega Named a Leader in Customer Service Solutions by Independent Research Firm
06 März 2024 - 8:49PM
Business Wire
Pega Customer Service earned top score in
‘current offering’ category
Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI
decisioning and workflow automation platform provider, today
announced Forrester Research has named Pega a Leader in The
Forrester WaveTM: Customer Service Solutions, Q1 2024 (1). Across
all solutions evaluated, Pega earned the top score in the ‘current
offering’ category.
In the report, under the headline “Pegasystems excels at
automating and guiding service journeys to the best outcomes,”
the report says: “Pegasystems’ outstanding vision is to guide
and automate every customer service journey. Pega Customer
Service, part of its unified CRM, combines workflow automation,
real-time decisioning, and a low-code platform that’s particularly
geared to large enterprises that support complex processes
not necessarily contained to the front office.” It later states:
“Pegasystems uses real-time customer context, history, and journey
data to anticipate needs and proactively engage — for
example, understanding a customer’s intent or guiding agents
through workflows that transition from self-service to
agent-assisted based on outcomes.”
Pega was among 12 customer service solutions providers evaluated
by Forrester Research for the report. In addition to receiving the
highest score in the ‘current offering’ category, Pega received the
highest scores possible in 17 criteria, including case management,
customer service management/operations, web/mobile customer
self-service, process management, business intelligence,
certifications, extensibility, vision, innovation, and pricing
flexibility and transparency.
Forrester evaluated Pega Customer Service™, an intelligent
service automation platform that provides AI-powered workflows for
customer service at scale. It intelligently guides and seamlessly
automates every customer service journey across the enterprise to
provide customers effortless personalized experiences - from
proactive to self-service and, if necessary, through the contact
center and back office. Powered by unified AI and workflow
automation, the solution accelerates resolutions for customers
across any channel and streamlines the experience for agents with
intelligent guidance.
This report is among Pega's many analyst recognitions for its
enterprise AI and workflow automation platform. Last week, Pega was
recognized as a Leader in The Forrester Wave™: Real-Time
Interaction Management (RTIM), Q1 2024 report (2). Other recent
recognition includes being named a Leader in the Gartner Magic
Quadrant for the CRM Customer Engagement Center 2023 (3) report,
The Forrester Wave™ for Core CRM Solutions, Q3 2022 (4) report, and
The Forrester Wave: Robotic Process Automation, Q1 2023 report (5).
For more background on these and other analyst reports, visit
www.pega.com/analyst-reports.
Quotes & Commentary:
“As serving customers gets more and more complex, Pega continues
to innovate with unparalleled time-tested AI and workflow
automation capabilities,” said Neal Beliveau, vice president,
product, customer service, Pega. “We believe this new Forrester
report adds even more validation that we are fulfilling our vision
to make service effortless for everyone by enabling clients to
intelligently guide and seamlessly automate every service journey
across every channel from start to finish.”
Supporting Resources:
- Report download: The Forrester WaveTM: Customer Service
Solution report, Q1 2024
- Solution background: Pega Customer Service
- Capability background: How AI Improves Customer
Service
- Forrester Research, “The Forrester Wave: Customer Service
Solutions, Q1 2024” by Kate Leggett, March 6, 2024
- Forrester Research, “The Forrester Wave: Real-Time Interaction
Management, Q1 2024” by Rusty Warner, February 26, 2024
- Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement
Center," By Pri Rathnayake, Wynn White, Drew Kraus, November 1,
2023
- Forrester Research, “The Forrester Wave: Core CRM Solutions, Q3
2022,” By Kate Leggett, July 27, 2022
- Forrester Research, “The Forrester Wave: Robotic Process
Automation, Q1 2023” by Bernhard Schaffrik, February 27, 2023
About Pegasystems
Pega provides a powerful platform that empowers the world’s
leading organizations to unlock business-transforming outcomes with
real-time optimization. Clients use our enterprise AI decisioning
and workflow automation to solve their most pressing business
challenges – from personalizing engagement to automating service to
streamlining operations. Since 1983, we’ve built our scalable and
flexible architecture to help enterprises meet today’s customer
demands while continuously transforming for tomorrow. For more
information on how Pega empowers its clients to Build for Change®,
visit www.pega.com.
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Press Contact: Sean Audet Pegasystems
sean.audet@pega.com
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