Pegasystems named a leader in Real-Time Interaction Management by Independent Research Firm

LAS VEGAS – June 6, 2017Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, today announced at PegaWorld that Forrester Research has named Pegasystems a leader in the latest The Forrester Wave™ report evaluating Real-Time Interaction Management (RTIM) solutions.

In the report The Forrester Wave™: Real-Time Interaction Management, Q2 2017 (1), Forrester evaluated Pega among 12 vendors that were scored against 32 separate criteria. Pega received the highest scores possible in the vision, supporting services, solution packaging and delivery, and commercial model criteria and among the highest in the integration criteria.

Forrester notes in the report: “Pega’s value lies in consistent decision making across business roles, and we spoke with customer references who are using it to fuel cross-functional RTIM within marketing, sales, and service for tens to hundreds of millions of customer records.”

The report earlier states: “The Pega Customer Decision Hub builds on Pegasystems’ traditional decision management capabilities for offline channels to enable personalized email, mobile, social media, web, and eCommerce interactions. It further extends its next-best-action analytics via integrations with adtech platforms and directly with advertising channels.”

In addition, Forrester writes that “Pegasystems aligns across business functions,” and notes, “One reference praised its ‘unified approach versus a bunch of things stitched together.’”

Pega® Customer Decision Hub enables businesses to continually adapt their customer engagement strategies using historic and contextual data throughout the customer journey. This means customers receive the best service, offers, and recommendations at the right time on the right channel. Pega uses artificial intelligence to power end-to-end journeys that deliver a more satisfying customer experience, generate deeper brand loyalty, and grow business revenue.

Pega has also been recognized as a leader by several influential analyst firms for its customer engagement solutions, including Gartner’s Magic Quadrant for CRM Customer Engagement Center (2); the Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17 (3); and The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016 (4).

Pega announced the news today at its annual PegaWorld conference, being held at the MGM Grand in Las Vegas from June 4-7. PegaWorld is gathering more than 4,000 global industry leaders and innovators to discuss how to overcome customer engagement challenges facing businesses today. For more information, visit

Quotes & Commentary:

“Businesses engage their customers in an endless series of ‘moments of truth’ that can happen anywhere and everywhere -- at the branch, on a mobile device, through the call center, on social media, or through an online ad,” said Rob Walker, vice president, decision management and analytics, Pegasystems. “We believe this recognition by Forrester further validates how the Pega Customer Decision Hub enables organizations to deliver consistently superior experiences with real-time intelligence that meets customer needs across channels.”

Supporting Resources:

Report: The Forrester Wave™: Real-Time Interaction Management, Q2 2017

Product Background: Pega Customer Decision Hub

eBook: What’s Inside the Always on Brain

Video: Decision Strategies for Personalized and Optimized Engagement

The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.

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