Pegasystems Inc., The Enterprise Transformation CompanyTM, announced Forrester Research has named Pega a Leader in The Forrester WaveTM: Customer Relationship Management (CRM) Software, Q1 2025 (1). Pega earned the highest possible scores in criteria such as AI (predictive, generative, agentic), vision, and roadmap.
The report states: “Pegasystems AI anticipates customer intent and guides users on how best to engage. Robust self-service capabilities enable customers to complete real work, with seamless transfers to the front office. Process automation coupled with process mining tools focus the front office on work that matters and surface insights on process performance.”
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On Pega’s generative AI capabilities, the report states: “Gen AI is embedded throughout the CRM… Of particular note is Pega GenAI Blueprint, which uses genAI coupled with the vendor’s industry knowledge to create CRM business processes. Together, these workflow automation and AI capabilities accelerate onboarding, ensure compliance, and pivot users to true value-added work.” The report concludes that “Pegasystems is a trusted choice for large enterprises with complex environments and process-centric customer service where customer value management is a top objective.”
Pega was among the 12 most significant CRM providers evaluated for the report. Pega received the highest possible score in 15 of the 29 criteria, including lead management and digital sales engagement, customer success, sales execution, digital customer service, case management, customer service operations, coaching and learning, AI trust and security, and seven more.
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Forrester evaluated Pega Customer ServiceTM, Pega Sales AutomationTM, and Pega Customer Decision HubTM, part of the Pega InfinityTM suite of solutions that uses AI-powered decisioning and workflow automation to enhance customer engagement, improve customer service, increases sales efficacy, and automate business processes. Also mentioned in the report is 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 other workflow design tools.
This report is among Pega’s many recent analyst recognitions for its customer engagement, enterprise AI, and workflow automation capabilities. Recently, Pega was recognized as a Leader in the Gartner® Magic Quadrant for CRM Customer Engagement Center (CEC) 2024, as well as a Leader in The Forrester Wave: Real-Time Interaction Management, Q1 2024, The Forrester WaveTM: Customer Service Solutions, Q1 2024, The Forrester WaveTM: Task-Centric Automation Software, Q4 2024, and ranked highest across all Use Cases in the Gartner® Critical Capabilities for Sales Force Automation Platforms.
Quotes & Commentary:
“AI and automation are revolutionizing how brands across industries engage with their customers, ensuring they meet evolving expectations for fast and seamless service experiences,” said Kerim Akgonul, chief product officer, Pega. “We believe this recognition further acknowledges that Pega’s advanced generative AI, predictive AI, and workflow automation capabilities empower customer-facing teams to work smarter and more efficiently, allowing them to focus on delivering exceptional experiences during every interaction.”
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Source – Businesswire
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