Cambridge, MA, USA, June, 2019 -- Pegasystems Inc. (NASDAQ: PEGA), athe software company empowering digital transformation, announced it has been named a Leader in the Gartner Magic Quadrant for the CRM Customer Engagement Center for the 10th consecutive year.
In the report, Gartner evaluated 14 CRM vendors based on their completeness of vision and ability to execute. According to Gartner, "The best of today's CEC applications have tools for both agents and customers. For this Magic Quadrant, vendors had to have clear views about how to escalate customer support from digital self-service to human agents (and to de-escalate it again), while retaining interactions' context for the purposes of reporting and improving customer engagements. Additionally, their CEC applications for use by customer service agents must have been designed to operate seamlessly on a common platform by means of common development and integration tools, open APIs and a common graphical user interface."
Pega's suite of customer engagement applications for marketing, sales, and customer service enables organizations with end-to-end automation and real-time AI within a unified platform to transform how they interact with customers. Part of the Pega Infinity™ digital transformation suite, Pega's customer engagement solutions provide predictive analytics and decisioning capabilities that help brands gain unique insights and recommend the next-best action in real time throughout the customer journey – helping ensure optimal customer experiences.
"Customer engagement is not about one-off interactions – it's about looking at customer journeys holistically to ensure consistency and relevance to foster sustainable relationships and value for the customer," said Kerim Akgonul, senior vice president of products, Pega. "We believe being recognized for the 10th consecutive year by Gartner supports how Pega continues to successfully evolve and respond directly to industry needs, helping the world's largest organizations connect with their customers on a more meaningful level throughout their journeys."
Posted by Veronica Silva Cusi, news correspondent
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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Tuesday, June 18, 2019
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