Pega Named a Leader in Customer Service Solutions by Independent Research Firm

Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI decisioning and workflow automation platform provider, today announced Forrester Research has named Pega a Leader in The Forrester Wave^TM: Customer Service Solutions, Q1 2024 (1). Across all solutions evaluated, Pega earned the top score in the ‘current offering’ category.

In the report, under the headline “Pegasystems excels at automating and guiding service journeys to the best outcomes,” the report says: “Pegasystems’ outstanding vision is to guide and automate every customer service journey. Pega Customer Service, part of its unified CRM, combines workflow automation, real-time decisioning, and a low-code platform that’s particularly geared to large enterprises that support complex processes not necessarily contained to the front office.” It later states: “Pegasystems uses real-time customer context, history, and journey data to anticipate needs and proactively engage — for example, understanding a customer’s intent or guiding agents through workflows that transition from self-service to agent-assisted based on outcomes.”

Pega was among 12 customer service solutions providers evaluated by Forrester Research for the report. In addition to receiving the highest score in the ‘current offering’ category, Pega received the highest scores possible in 17 criteria, including case management, customer service management/operations, web/mobile customer self-service, process management, business intelligence, certifications, extensibility, vision, innovation, and pricing flexibility and transparency.

Forrester evaluated Pega Customer Service, an intelligent service automation platform that provides AI-powered workflows for customer service at scale. It intelligently guides and seamlessly automates every customer service journey across the enterprise to provide customers effortless personalized experiences - from proactive to self-service and, if necessary, through the contact center and back office. Powered by unified AI and workflow automation, the solution accelerates resolutions for customers across any channel and streamlines the experience for agents with intelligent guidance.