Pega Named a Leader in Customer Service Solutions by Independent Research Firm
Pega Customer Service earned top score in ‘current offering’ category
In the report, under the headline “
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
Quotes & Commentary:
“As serving customers gets more and more complex, Pega continues to innovate with unparalleled time-tested AI and workflow automation capabilities,” said
Supporting Resources:
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Report download:
The
Forrester Wave TM: Customer Service Solution report, Q1 2024 - Solution background: Pega Customer Service
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Capability background:
How AI Improves Customer Service
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Forrester Research, “The
Forrester Wave : Customer Service Solutions, Q1 2024” byKate Leggett ,March 6, 2024 -
Forrester Research, “The
Forrester Wave : Real-Time Interaction Management, Q1 2024” byRusty 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,” ByKate Leggett ,July 27, 2022 -
Forrester Research, “The
Forrester Wave : Robotic Process Automation, Q1 2023” by Bernhard Schaffrik,February 27, 2023
About
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@pega.com
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