SOURCE: Pegasystems


January 31, 2011 10:22 ET

Pegasystems Recognized as #1 in Current Offering for Dynamic Case Management by Respected Independent Analyst Firm

Single, Unified Product Offering Now Leads in BPM, CRM and Case Management

CAMBRIDGE, MA--(Marketwire - January 31, 2011) - Pegasystems Inc. (NASDAQ: PEGA), the leader in business process management (BPM) solutions, today announced it was named a leader in the January 31, 2011 The Forrester Wave™: Dynamic Case Management Q1 2011 report. The Pega solution was recognized for its "dynamic capabilities."1 

According to the report, "Pegasystems leads with dynamic, 'build for change' capabilities," ranking highly for its "case handling and guidance," as well as its "automation and event management" capabilities. The report states that, "Pegasystems excelled with strong capability in all process areas -- particularly service requests -- supported by a sophisticated rules engine that automates case progression."1

"Enterprises use DCM (dynamic case management) solutions to tackle untamed processes that service a myriad of customer and citizen requests, automate and track 'incidents' related to investigations, and meet new compliance demands from a growing number of ever-more-scrupulous regulators,"1 states the report. The report also noted that, "The DCM approach presents a stark contrast with the more traditional BPM methods," states the report, where "the primacy is with the case, rather than an individual process definition. Instead of tracking work items against a standard process, DCM products enable multiple processes to influence the management of an individual case instance."1 

According to the report, "Pegasystems is particularly strong for the service request area, especially with the addition of predictive analytics and domain expertise acquired through Chordiant Software. The underlying rules capability of its engine enables the incremental automation of the case flow. Pegasystems is well positioned to deliver further dynamic case feature enhancements. Dynamic case management has become a major priority for the vendor as it strives to provide agility for a packaged and legacy environment through advanced rules- and case-based support." 1

Pegasystems was one of 25 vendors evaluated against 57 criteria that included feedback from 30 end-user organizations. Forrester compiled the report to assess the state of the market and review how top dynamic case management vendors rate in meeting the needs of customers. Customer reference calls, hands-on lab evaluations and vendor surveys were conducted by Forrester in researching the report.

"Our world-class clients have been taking advantage of our core case management capabilities to deliver a rapid return on investment within their organizations for years," said Alan Trefler, Founder and CEO, Pegasystems. "They experience rapid business benefits by using our seamless, unified platform to manage business processes, customer service and call center interactions together with structured and unstructured case workflows. We have also been dedicated to continued innovation, and the addition of the predictive analytics capabilities enables us to provide even greater value to our clients. We believe it is significant that Pega's offering is the only product recognized as a leader in three separate categories by Forrester, including our recent inclusions in The Forrester Wave: CRM Suites Customer Service Solutions2 and The Forrester Wave: Business Process Management Suites3."

Supporting Resources

1 Forrester Research, Inc., "The Forrester Wave: Dynamic Case Management Q1 2011," Jan.31, 2011
2 Forrester Research, Inc., "The Forrester Wave: CRM Suites Customer Service Solutions Q3 2010," Jul. 19, 2010
3 Forrester Research, Inc., "The Forrester Wave: Business Process Management Suites Q3 2010," Aug. 24, 2010

About Pegasystems
Pegasystems, the leader in business process management and a leading provider of customer relationship management (CRM) solutions, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at

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