Pega’s AI and automation-powered customer service solution enables service teams to work smarter while improving self-service for optimal customer experiences

Pegasystems Inc. (NASDAQ: PEGA), the Enterprise Transformation Company™, today announced it has been named a Leader in the Gartner® Magic QuadrantTM for the CRM Customer Engagement Center (1) for the 12th consecutive time.

In the report, Pega was recognized as a Leader among 12 vendors Gartner evaluated for completeness of vision and ability to execute. According to Gartner, the customer engagement center (CEC) is defined as "a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization.”

This report evaluated Pega for Pega Customer Service™, an intelligent automation solution that delivers AI-powered workflows for scalable customer service. It guides and automates customer journeys, enabling contact centers and digital channels to provide personalized, proactive, and preemptive experiences. This results in faster resolutions, streamlined agent experiences, and easier self-service. Gartner also evaluated Pega for 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 any other workflow design tool.

This report is among Pega's many analyst recognitions for its enterprise AI and workflow automation platform. Forrester recently named Pega a Leader in The Forrester WaveTM: Customer Service Solutions, Q1 2024 (2), The Forrester WaveTM: Task-Centric Automation Software, Q4 2024 (3), and The Forrester Wave™: Real-Time Interaction Management (RTIM), Q1 2024 report (4). It was also named a Leader in the Gartner® Magic QuadrantTM for Enterprise Low-Code Application Platforms (5). For more background on these and other analyst reports, visit www.pega.com/analyst-reports.

Quotes & Commentary

“Innovations in AI and automation are quickly reshaping consumer expectations,” said Kerim Akgonul, chief product officer, Pega. “Today’s customers require fast, seamless service experiences, and organizations need the right tools to meet these needs. With robust gen AI, agentic AI, and workflow automation capabilities, Pega Customer Service enhances agent efficiency and empowers customers with advanced self-service options. We believe this recognition further highlights Pega’s leadership in customer service innovation, helping clients ensure both agents and self-service channels deliver exceptional experiences, every time.”

Supporting Resources

  • Analyst Report: Magic Quadrant for the CRM Customer Engagement Center
  • Product background: Pega Customer Service
  • Product background: Pega GenAI Blueprint
  1. Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement Center," By Pri Rathnayake, Drew Krauss, Wynn White, December 11, 2024
  2. Forrester Research, “The Forrester Wave: Customer Service Solutions, Q1 2024” by Kate Leggett, March 6, 2024
  3. Forrester Research, “The Forrester WaveTM: Task-Centric Automation Software, Q4 2024” by Bernhard Schaffrik, Pascal Matzke, Faith Born, and Kara Hartig
  4. Gartner, Inc., “Magic Quadrant for Enterprise Low-Code Application Platforms,” by Oleksandr Matviskyy, Kyle Davis, and Akash Jain, October 16, 2024
  5. Forrester Research, “The Forrester Wave: Real-Time Interaction Management, Q1 2024” by Rusty Warner, February 26, 2024

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates and is used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Pegasystems

Pega is The Enterprise Transformation Company that helps organizations Build for Change® with enterprise AI decisioning and workflow automation. Many of the world’s most influential businesses rely on our platform to solve their most pressing 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.

All trademarks are the property of their respective owners.

Press: Ilena Ryan Pegasystems Inc. Ilena.ryan@pega.com (617) 866-6722

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