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Forrester names Pega ‘Leader’ in interaction management

23 Oct 2020

Forrester Research has named Pegasystems a Leader in The Forrester Wave: Real-Time Interaction Management (RTIM) report, Q4 2020

Pega received top scores in two of the three high-level categories – current offering and strategy – as well as the highest score possible in 25 of 30 criteria.

Forrester evaluated the 13 most significant RTIM providers for the report. 

Among the top-level criteria, Pega received the highest possible score in customer recognition, decision arbitration, measurement and optimisation, contextual understanding, product vision, innovation roadmap, market approach, supporting products and services, partner ecosystem, commercial model, and revenue. 

“Pega excels in nearly every aspect of this evaluation, distancing itself from other vendors in all but a few digital marketing criteria. It raises the bar for enterprise RTIM that runs the gamut of digital self-service and human-assisted touchpoints across the entire customer lifecycle. References praised its holistic commitment to customer-focused outcomes and attributed significant business results to their Pega solutions.” the report reads. 

Forrester evaluated Pega Customer Decision Hub, which serves as an always-on “brain” providing centralised artificial intelligence across all customer touchpoints. 

Its predictive analytics and decisioning enables organisations to surface insights and recommend the next best action in real-time on every step of the customer journey – from marketing to sales to customer service. 

Pega Customer Decision Hub provides the AI power across the unified Pega Infinity digital transformation software suite, optimising customer engagement and operational efficiency from end to end.

“Today’s customers demand relevant, coherent conversations, and large-scale, real-time interaction management in the moment is required to make that happen,” says Pegasystems decision management and analytics vice president Dr. Rob Walker. 

“Pega Customer Decision Hub allows for contextual decisioning – and re-decisioning the moment the context changes, and in real-time – to deliver on true omnichannel personalisation. Pega’s centralised AI engine helps to optimise every step of the customer journey across all engagement channels and allows businesses to add value at each critical stage of the customer journey. We believe this latest recognition from Forrester further is recognition of the significant impact Pega’s AI-powered software has made with some of the most successful brands in the world.”

Earlier this year, Pegasystems announced a new cloud-based software architecture designed to streamline how organisations drive work across distributed enterprise technologies – Pega Process Fabric. 

This “platform for platforms” breaks down technology silos to unify work across the enterprise and help improve user experiences for employees, customers, and partners.

Available through Pega Platform, Pega Process Fabric combines dynamic APIs, an open UX framework, UI components, robotic automation, and data virtualisation to bridge connectivity gaps from end to end.