News : Pegasystems Named a Leader in CRM Suites For Enterprise Organizations by Forrrester
Cambridge, MA, USA, Nov 21, 2016 -- Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement, announced that Forrester has named Pega a Leader in The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016 (1).
Forrester evaluated the nine most significant CRM suites from eight prominent vendors across 36 different criteria. In the report, Forrester makes the following observation: "Cambridge, Massachusetts-based Pegasystems grounds its CRM strategy in its strengths in business process and case management to orchestrate the end-to-end customer journey in real-time, across communication channels, with predictive analytics for next-best-action capabilities."
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Describing Pega CRM as a suite that "empowers organizations to predictively engage," the report also notes: "Pegasystems' strengths lie in its decisioning hub, which models and predicts customer behavior and fuels a service agent's next best action." The Pega(R) Customer Decision Hub, part of Pega's unified suite of customer engagement applications, uses artificial intelligence to sense and predict customers' moments of need and automatically orchestrate insight-driven actions across the enterprise.
"Customers today expect contextually relevant experiences regardless of which channel they choose or where they are on their buying journey, from marketing to sales to customer service," said Don Schuerman, chief technology officer and vice president, product marketing, Pegasystems. "That means you have to put intelligence and automation at the center of your CRM to anticipate customer intent and streamline every experience. Pega's CRM suite - recognized as a Leader by Forrester Research - brings real-time artificial intelligence and powerful automation to every engagement."
#contactcenterworld, @pega, @forrester
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Pegasystems
Pegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Thursday, November 24, 2016
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