The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q4 2015
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Highlights from the report:
"Pega CRM bases its approach to customer service on a truly robust business process management system. It provides agent guidance across communication channels tightly coupled with predictive analytics for real-time next-best-action capabilities, best suited for large teams."
“In some enterprises, agents must follow complex, yet reproducible processes. Pegasystems, with its heritage in enterprisewide BPM, offers robust process guidance.”