Pega Named a Leader in Customer Relationship Management Software by Independent Research Firm
Pegasystems (NASDAQ: PEGA) has been named a Leader in The Forrester Wave™: Customer Relationship Management (CRM) Software, Q1 2025. The company received the highest possible scores in 15 out of 29 criteria, including AI capabilities, vision, and roadmap.
The report highlights PEGA's strong AI features that anticipate customer intent and guide user engagement, along with robust self-service capabilities and process automation tools. Pega GenAI Blueprint, the company's generative AI-powered app design tool, received special mention for its ability to create CRM business processes efficiently.
Forrester's evaluation included Pega Customer Service™, Pega Sales Automation™, and Pega Customer Decision Hub™, all part of the Pega Infinity™ suite. The report positions Pegasystems as a 'trusted choice for large enterprises with complex environments and process-centric customer service.'
Pegasystems (NASDAQ: PEGA) è stata nominata Leader nel The Forrester Wave™: Software di Customer Relationship Management (CRM), Q1 2025. L'azienda ha ricevuto i punteggi più alti possibili in 15 su 29 criteri, tra cui capacità di intelligenza artificiale, visione e roadmap.
Il rapporto evidenzia le forti caratteristiche di intelligenza artificiale di PEGA che anticipano le intenzioni dei clienti e guidano l'engagement degli utenti, insieme a robuste capacità di self-service e strumenti di automazione dei processi. Pega GenAI Blueprint, lo strumento di design di app alimentato da intelligenza artificiale generativa dell'azienda, ha ricevuto una menzione speciale per la sua capacità di creare processi aziendali CRM in modo efficiente.
La valutazione di Forrester ha incluso Pega Customer Service™, Pega Sales Automation™ e Pega Customer Decision Hub™, tutti parte della suite Pega Infinity™. Il rapporto posiziona Pegasystems come una 'scelta affidabile per grandi imprese con ambienti complessi e un servizio clienti incentrato sui processi.'
Pegasystems (NASDAQ: PEGA) ha sido nombrada Líder en The Forrester Wave™: Software de Gestión de Relaciones con Clientes (CRM), Q1 2025. La empresa recibió las puntuaciones más altas posibles en 15 de 29 criterios, incluyendo capacidades de IA, visión y hoja de ruta.
El informe destaca las sólidas características de IA de PEGA que anticipan la intención del cliente y guían el compromiso del usuario, junto con robustas capacidades de autoservicio y herramientas de automatización de procesos. Pega GenAI Blueprint, la herramienta de diseño de aplicaciones impulsada por IA generativa de la empresa, recibió una mención especial por su capacidad para crear procesos de negocio CRM de manera eficiente.
La evaluación de Forrester incluyó Pega Customer Service™, Pega Sales Automation™ y Pega Customer Decision Hub™, todos parte de la suite Pega Infinity™. El informe posiciona a Pegasystems como una 'opción confiable para grandes empresas con entornos complejos y un servicio al cliente centrado en los procesos.'
페가시스템즈 (NASDAQ: PEGA)가 2025년 1분기 The Forrester Wave™: 고객 관계 관리(CRM) 소프트웨어에서 리더로 선정되었습니다. 이 회사는 AI 기능, 비전 및 로드맵을 포함한 29개 기준 중 15개에서 가장 높은 점수를 받았습니다.
보고서는 고객의 의도를 예측하고 사용자 참여를 유도하는 PEGA의 강력한 AI 기능과 견고한 셀프 서비스 기능 및 프로세스 자동화 도구를 강조합니다. Pega GenAI Blueprint는 회사의 생성적 AI 기반 앱 디자인 도구로, CRM 비즈니스 프로세스를 효율적으로 생성하는 능력으로 특별한 언급을 받았습니다.
포레스터의 평가는 Pega Customer Service™, Pega Sales Automation™ 및 Pega Customer Decision Hub™를 포함했으며, 이들은 모두 Pega Infinity™ 스위트의 일부입니다. 이 보고서는 페가시스템즈를 '복잡한 환경과 프로세스 중심의 고객 서비스를 갖춘 대기업을 위한 신뢰할 수 있는 선택'으로 위치시킵니다.
Pegasystems (NASDAQ: PEGA) a été désignée Leader dans The Forrester Wave™ : Logiciel de Gestion de la Relation Client (CRM), Q1 2025. L'entreprise a obtenu les scores les plus élevés possibles dans 15 des 29 critères, y compris les capacités d'IA, la vision et la feuille de route.
Le rapport met en avant les puissantes fonctionnalités d'IA de PEGA qui anticipent l'intention des clients et guident l'engagement des utilisateurs, ainsi que des capacités de libre-service robustes et des outils d'automatisation des processus. Pega GenAI Blueprint, l'outil de conception d'applications alimenté par l'IA générative de l'entreprise, a reçu une mention spéciale pour sa capacité à créer efficacement des processus commerciaux CRM.
L'évaluation de Forrester a inclus Pega Customer Service™, Pega Sales Automation™ et Pega Customer Decision Hub™, tous faisant partie de la suite Pega Infinity™. Le rapport positionne Pegasystems comme un 'choix fiable pour les grandes entreprises avec des environnements complexes et un service client centré sur les processus.'
Pegasystems (NASDAQ: PEGA) wurde im The Forrester Wave™: Customer Relationship Management (CRM) Software, Q1 2025, als Marktführer ausgezeichnet. Das Unternehmen erhielt die höchstmöglichen Bewertungen in 15 von 29 Kriterien, darunter KI-Fähigkeiten, Vision und Roadmap.
Der Bericht hebt die starken KI-Funktionen von PEGA hervor, die die Kundenabsicht vorhersagen und das Nutzerengagement steuern, sowie robuste Self-Service-Funktionen und Tools zur Prozessautomatisierung. Pega GenAI Blueprint, das generative KI-gestützte App-Design-Tool des Unternehmens, erhielt eine besondere Erwähnung für seine Fähigkeit, CRM-Geschäftsprozesse effizient zu erstellen.
Die Bewertung von Forrester umfasste Pega Customer Service™, Pega Sales Automation™ und Pega Customer Decision Hub™, die alle Teil der Pega Infinity™ Suite sind. Der Bericht positioniert Pegasystems als 'vertrauenswürdige Wahl für große Unternehmen mit komplexen Umgebungen und prozessorientiertem Kundenservice.'
- Named Leader in Forrester Wave CRM Software Q1 2025
- Highest possible scores in 15 of 29 evaluation criteria
- Strong recognition for AI and automation capabilities
- Multiple leadership positions across different analyst reports
- None.
Insights
Forrester's recognition of Pegasystems as a Leader in CRM Software represents meaningful third-party validation in a highly competitive enterprise software segment. The designation carries particular weight given PEGA received highest possible scores in 15 of 29 criteria, including strategically important categories like AI capabilities, vision, and roadmap.
In the enterprise software market, analyst recognitions function as critical purchase influencers, often serving as gatekeepers in vendor selection processes. Large organizations typically incorporate Forrester Wave and similar reports into their evaluation frameworks, making this designation valuable for PEGA's competitive positioning in complex sales cycles.
Forrester's specific highlighting of PEGA's generative AI implementation—particularly GenAI Blueprint for accelerating application development—aligns with current enterprise priorities around AI adoption. The characterization as "a trusted choice for large enterprises with complex environments" effectively positions PEGA in a high-value market segment where deals tend to be more substantial and strategic.
This recognition isn't isolated but part of a pattern, with recent leadership designations in multiple analyst evaluations including Gartner's Magic Quadrant for CRM Customer Engagement Center. This consistent validation across different analysts demonstrates broad acknowledgment of PEGA's approach to customer engagement solutions.
While analyst recognition doesn't directly impact financial performance, it serves as a meaningful leading indicator for potential market success. For investors, this represents confirmation of PEGA's strategic positioning rather than an immediate revenue driver.
The report states: “Pegasystems AI anticipates customer intent and guides users on how best to engage. Robust self-service capabilities enable customers to complete real work, with seamless transfers to the front office. Process automation coupled with process mining tools focus the front office on work that matters and surface insights on process performance.”
On Pega’s generative AI capabilities, the report states: “Gen AI is embedded throughout the CRM... Of particular note is Pega GenAI Blueprint, which uses genAI coupled with the vendor’s industry knowledge to create CRM business processes. Together, these workflow automation and AI capabilities accelerate onboarding, ensure compliance, and pivot users to true value-added work.” The report concludes that “Pegasystems is a trusted choice for large enterprises with complex environments and process-centric customer service where customer value management is a top objective.”
Pega was among the 12 most significant CRM providers evaluated for the report. Pega received the highest possible score in 15 of the 29 criteria, including lead management and digital sales engagement, customer success, sales execution, digital customer service, case management, customer service operations, coaching and learning, AI trust and security, and seven more.
Forrester evaluated Pega Customer ServiceTM, Pega Sales AutomationTM, and Pega Customer Decision HubTM, part of the Pega InfinityTM suite of solutions that uses AI-powered decisioning and workflow automation to enhance customer engagement, improve customer service, increases sales efficacy, and automate business processes. Also mentioned in the report is Pega GenAI Blueprint™, Pega’s app design-as-a-service tool, enabling users to go from app idea to functional app design exponentially faster and more completely than other workflow design tools.
This report is among Pega's many recent analyst recognitions for its customer engagement, enterprise AI, and workflow automation capabilities. Recently, Pega was recognized as a Leader in the Gartner® Magic Quadrant for CRM Customer Engagement Center (CEC) 2024, as well as a Leader in The Forrester Wave: Real-Time Interaction Management, Q1 2024, The Forrester WaveTM: Customer Service Solutions, Q1 2024, The Forrester WaveTM: Task-Centric Automation Software, Q4 2024, and ranked highest across all Use Cases in the Gartner® Critical Capabilities for Sales Force Automation Platforms. For more background on these and additional analyst reports, visit www.pega.com/analyst-reports.
Quotes & Commentary:
"AI and automation are revolutionizing how brands across industries engage with their customers, ensuring they meet evolving expectations for fast and seamless service experiences," said Kerim Akgonul, chief product officer, Pega. "We believe this recognition further acknowledges that Pega's advanced generative AI, predictive AI, and workflow automation capabilities empower customer-facing teams to work smarter and more efficiently, allowing them to focus on delivering exceptional experiences during every interaction."
Supporting Resources:
- Report access: The Forrester WaveTM: Customer Relationship Management Software, Q1 2025
- Solution background: Pega Customer Service
- Solution background: Pega Customer Decision Hub
- Solution background: Pega Sales Automation
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Solution background: Pega GenAI Blueprint
- Forrester Research, “The Forrester Wave™: Customer Relationship Management Software, Q1 2025,” by Kate Leggett, with contributions from Linda Ivy-Rosser and Faith Born, March 21, 2025
- Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement Center (CEC) 2024,” by Pri Rathnayake, Wynn White, Drew Kraus, December 2024
- Forrester Research, “The Forrester Wave™: Real-Time Interaction Management, Q1 2024” by Rusty Warner, February 26, 2024
- Forrester Research, “The Forrester Wave™: Customer Service Solutions, Q1 2024” by Kate Leggett, March 6, 2024
- Forrester Research, “The Forrester Wave™: Task-Centric Automation Software, Q4 2024” by Bernhard Schaffrik, Pascal Matzke, Faith Born, and Kara Hartig
- Gartner, Inc., “Critical Capabilities for Sales Force Automation Platforms,” by Guy Wood, Adnan Zijadic, Steve Rietberg, and Varun Agarwal, August 2024
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.
About Pegasystems
Pega is The Enterprise Transformation CompanyTM that helps organizations Build for Change® with enterprise AI decisioning and workflow automation. Many of the world’s most influential businesses rely on our platform to solve their most pressing 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 Pega (NASDAQ: PEGA), visit www.pega.com.
All trademarks are the property of their respective owners.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250324264425/en/
Press Contact:
Ilena Ryan
Pegasystems
ilena.ryan@pega.com
Source: Pegasystems Inc.
FAQ
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