Forrester Names Pegasystems as a CRM Leader

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Pegasystems has been ranked by Forrester Research as one of the top vendors with the most significant Customer Relationship Management (CRM) Suites.

In the Forrester Wave™: Customer Relationship Management (CRM) Suites For Large Organizations, Q1 2015 report includes findings to help application development and delivery professionals supporting CRM operations select the right partner for their customer engagement initiatives.


Pega's software offering received the highest score of all reviewed vendors in three categories, including Customer Service, Financial Performance and Technology and Architecture. Pega is also tied for the highest scores in four categories: Business Intelligence, Customer Data Management, Product Strategy, and Deployment Size and Options.

Forrester cites Pega's ability to empower customer service organizations to predictively engage with customers. The report states, "Pega's CRM strategy is to leverage its strengths in business process management and case management to manage the end-to-end customer journey in real-time, across communication channels, with predictive analytics for next-best-action capabilities."

Alan Trefler, CEO and Founder of Pegasystems, said the company was pleased to be recognised as a leader in the report and added: "Pega's unified software puts us in an unique position to help complex, global enterprises extend their CRM into operations and deliver a satisfying, efficient, and accurate customer experience that can evolve as market conditions and customer needs change."