Pegasystems, the software company empowering digital transformation at the world’s leading enterprises, announced it has been named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Center (1) for the 11th consecutive year.
In the report, Gartner evaluated 16 CRM vendors based on their completeness of vision and ability to execute. According to Gartner, “Gartner defines the CEC market as the market for software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice.”
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This report evaluated Pega Customer Service™, an application that helps organizations anticipate and quickly evolve to changing customer needs, connect customers to the right people and systems, and manage complexity. Part of the Pega Infinity™ digital transformation suite, Pega’s AI-powered customer engagement solutions provide predictive analytics and decisioning capabilities that enable brands to glean unique insights and recommend the next-best action in real time throughout the customer journey. Contact center solutions help brands improve efficiency with omnichannel self-service options for customers, while intelligent automation capabilities route appropriate work to agents for faster resolution and optimal customer experiences.
This recognition is among Pega’s recent analyst recognitions for customer engagement. Most recently, Pega was named a Visionary in the Gartner Magic Quadrant for Multichannel Marketing Hubs (2) report. Pega was also named a Leader in The Forrester WaveTM: Real-Time Interaction Management (RTIM) report, Q1 2019 (3) and a Leader in The Forrester WaveTM: Healthcare CRM Providers, Q1 2020(4).
“There’s never been a more important time for organizations to make quick, transformational changes while also engaging with customers in a way that is seamless, contextually aware, and relevant,” said Kerim Akgonul, senior vice president of products, Pegasystems. “We believe this recognition from Gartner is further proof that Pega is providing our clients with the tools that help them rapidly adopt new solutions during times of change to help ensure more empathetic, helpful interactions with customers.”
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