Pega Named a Leader in Gartner® Magic Quadrant™ for the CRM Customer Engagement Center for 12th Consecutive Time
Pegasystems (NASDAQ: PEGA) has been named a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the 12th consecutive time. The recognition focuses on Pega's Customer Service solution, which leverages AI-powered workflows for customer service automation and personalization.
The evaluation highlighted Pega's intelligent automation capabilities, including the new Pega GenAI Blueprint tool for rapid app design. The company was also recently recognized as a Leader by Forrester in multiple categories, including Customer Service Solutions, Task-Centric Automation Software, and Real-Time Interaction Management in Q1 2024.
Pegasystems (NASDAQ: PEGA) è stata nominata Leader nel Gartner Magic Quadrant per il CRM Customer Engagement Center per il dodicesimo anno consecutivo. Il riconoscimento si concentra sulla soluzione di Customer Service di Pega, che sfrutta flussi di lavoro automatizzati dai sistemi AI per l'automazione e la personalizzazione del servizio clienti.
L'analisi ha messo in evidenza le capacità di automazione intelligente di Pega, incluso il nuovo strumento Pega GenAI Blueprint per la progettazione rapida di app. L'azienda è stata recentemente riconosciuta come Leader da Forrester in diverse categorie, tra cui Soluzioni per il Servizio Clienti, Software di Automazione Focalizzato sulle Attività e Gestione delle Interazioni in Tempo Reale nel primo trimestre del 2024.
Pegasystems (NASDAQ: PEGA) ha sido nombrada Líder en el Gartner Magic Quadrant for CRM Customer Engagement Center por doce años consecutivos. El reconocimiento se centra en la solución de Servicio al Cliente de Pega, que aprovecha flujos de trabajo automatizados por IA para la automatización y personalización del servicio al cliente.
La evaluación destacó las capacidades de automatización inteligente de Pega, incluido el nuevo Pega GenAI Blueprint para el diseño rápido de aplicaciones. La empresa también fue recientemente reconocida como Líder por Forrester en múltiples categorías, incluyendo Soluciones de Servicio al Cliente, Software de Automatización Centrado en Tareas y Gestión de Interacciones en Tiempo Real en el primer trimestre de 2024.
페가시스템즈(Pegasystems) (NASDAQ: PEGA)는 가트너 CRM 고객 참여 센터 매직 쿼던트에서 12년 연속 리더로 선정되었습니다. 이 인식은 Pega의 고객 서비스 솔루션에 중점을 두며, AI 기반의 워크플로우를 활용하여 고객 서비스 자동화 및 개인화를 구현합니다.
평가는 Pega의 지능형 자동화 기능, 특히 빠른 애플리케이션 디자인을 위한 새로운 Pega GenAI Blueprint 도구를 강조했습니다. 이 회사는 최근에 고객 서비스 솔루션, 작업 중심 자동화 소프트웨어 및 실시간 상호작용 관리와 같은 여러 카테고리에서 포레스터(Forrester)에서 리더로 인정받았습니다, 2024년 1분기.
Pegasystems (NASDAQ: PEGA) a été désigné Leader dans le Gartner Magic Quadrant for CRM Customer Engagement Center pour la douzième fois consécutive. La reconnaissance met l'accent sur la solution de service client de Pega, qui exploite des flux de travail automatisés par IA pour l'automatisation et la personnalisation du service client.
L'évaluation a souligné les capacités d'automatisation intelligente de Pega, y compris le nouvel outil Pega GenAI Blueprint pour la conception rapide d'applications. L'entreprise a également été récemment reconnue comme Leader par Forrester dans plusieurs catégories, notamment les solutions de service client, les logiciels d'automatisation centrés sur les tâches et la gestion des interactions en temps réel au premier trimestre 2024.
Pegasystems (NASDAQ: PEGA) wurde zum zwölften Mal in Folge als Marktführer im Gartner Magic Quadrant für CRM Customer Engagement Center ausgezeichnet. Die Anerkennung konzentriert sich auf die Kundenservice-Lösung von Pega, die KI-gestützte Workflows für die Automatisierung und Personalisierung des Kundenservices nutzt.
In der Bewertung wurden Pegas intelligente Automatisierungsfähigkeiten hervorgehoben, einschließlich des neuen Pega GenAI Blueprint-Tools für die schnelle App-Entwicklung. Das Unternehmen wurde außerdem kürzlich von Forrester in mehreren Kategorien, einschließlich Kundenservice-Lösungen, aufgabenorientierte Automatisierungssoftware und Echtzeit-Interaktionsmanagement im ersten Quartal 2024 als Marktführer anerkannt.
- Named Leader in Gartner Magic Quadrant for CRM Customer Engagement Center for 12th consecutive year
- Recognition from multiple major analyst firms (Gartner, Forrester) across different categories
- Strong positioning in AI and automation capabilities for customer service solutions
- None.
Pega’s AI and automation-powered customer service solution enables service teams to work smarter while improving self-service for optimal customer experiences
In the report, Pega was recognized as a Leader among 12 vendors Gartner evaluated for completeness of vision and ability to execute. According to Gartner, the customer engagement center (CEC) is defined as "a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization.”
This report evaluated Pega for Pega Customer Service™, an intelligent automation solution that delivers AI-powered workflows for scalable customer service. It guides and automates customer journeys, enabling contact centers and digital channels to provide personalized, proactive, and preemptive experiences. This results in faster resolutions, streamlined agent experiences, and easier self-service. Gartner also evaluated Pega for 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 any other workflow design tool.
This report is among Pega's many analyst recognitions for its enterprise AI and workflow automation platform. Forrester recently named Pega a Leader in The Forrester WaveTM: Customer Service Solutions, Q1 2024 (2), The Forrester WaveTM: Task-Centric Automation Software, Q4 2024 (3), and The Forrester Wave™: Real-Time Interaction Management (RTIM), Q1 2024 report (4). It was also named a Leader in the Gartner® Magic QuadrantTM for Enterprise Low-Code Application Platforms (5). For more background on these and other analyst reports, visit www.pega.com/analyst-reports.
Quotes & Commentary
“Innovations in AI and automation are quickly reshaping consumer expectations,” said Kerim Akgonul, chief product officer, Pega. “Today’s customers require fast, seamless service experiences, and organizations need the right tools to meet these needs. With robust gen AI, agentic AI, and workflow automation capabilities, Pega Customer Service enhances agent efficiency and empowers customers with advanced self-service options. We believe this recognition further highlights Pega’s leadership in customer service innovation, helping clients ensure both agents and self-service channels deliver exceptional experiences, every time.”
Supporting Resources
- Analyst Report: Magic Quadrant for the CRM Customer Engagement Center
- Product background: Pega Customer Service
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Product background: Pega GenAI Blueprint
- Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement Center," By Pri Rathnayake, Drew Krauss, Wynn White, December 11, 2024
- Forrester Research, “The Forrester Wave: Customer Service Solutions, Q1 2024” by Kate Leggett, March 6, 2024
- Forrester Research, “The Forrester WaveTM: Task-Centric Automation Software, Q4 2024” by Bernhard Schaffrik, Pascal Matzke, Faith Born, and Kara Hartig
- Gartner, Inc., “Magic Quadrant for Enterprise Low-Code Application Platforms,” by Oleksandr Matviskyy, Kyle Davis, and Akash Jain, October 16, 2024
- Forrester Research, “The Forrester Wave: Real-Time Interaction Management, Q1 2024” by Rusty Warner, February 26, 2024
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About Pegasystems
Pega is The Enterprise Transformation Company 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 how Pega empowers its clients to Build for Change®, visit www.pega.com.
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Press:
Ilena Ryan
Pegasystems Inc.
Ilena.ryan@pega.com
(617) 866-6722
Source: Pegasystems Inc.
FAQ
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