In the report, Gartner evaluated 13 CRM vendors based on their completeness of vision and ability to execute. According to Gartner, “The best applications have tools for both agents and customers. To be included here, the vendors have to have a clear point of view on how to escalate customer support from digital self-service to human agents and back again, while retaining the context of the interaction for reporting and future customer engagements.”
Pega’s end-to-end suite of customer engagement applications for marketing, sales, and customer service is powered by Pega® Customer Decision Hub, its real-time artificial intelligence (AI) engine. Built on Pega® Platform, the industry-leading application development platform, Pega’s CRM solutions enable clients to anticipate customers’ changing needs and provide personalized, AI-driven recommendations throughout the customer journey.
This recognition builds on Pega’s recent analyst recognitions. Pega was named a Visionary in the 2018 Gartner Magic Quadrant for Multichannel Marketing Hubs (2) and received the highest scores in two use cases in Gartner’s December 2017 Critical Capabilities for the CRM Customer Engagement Centerreport (3). Pega was also named a Leader in The Forrester Wave™: Real-Time Interaction Management, Q2 2017(4) report.
Quotes & Commentary
“As customers continue to follow nonlinear journeys, the brands they interact with need tools to deliver consistent experiences that provide value at all times, on all channels,” said Kerim Akgonul, senior vice president, product, Pegasystems. “At Pega, we are enabling clients with an AI-powered omnichannel approach to customer engagement, coupled with end-to-end robotic automation to deliver meaningful interactions in real time. We believe this latest recognition from Gartner further reinforces Pega’s continued leadership in empowering the world’s top organizations to optimize customer engagement.”
Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s adaptive, cloud-architected software – built on its unified Pega® Platform – empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. Over its 30-year history, Pega has delivered award-winning capabilities in CRM and BPM, powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results. For more information on Pegasystems (NASDAQ: PEGA) visit www.pega.com.