SOURCE: Pegasystems


April 08, 2014 09:45 ET

Pegasystems Recognized as a Leader in Dynamic Case Management and in Customer Service Solutions for Enterprise Organizations by Independent Analyst Firm

Pegasystems Cited as a Leader in Both the Runtime and Design Time Capabilities Categories in Dynamic Case Management Report, and Was Given Top Score in Current Offering Category for Customer Service Solutions for Enterprise Organizations Report

CAMBRIDGE, MA--(Marketwired - Apr 8, 2014) -  Pegasystems Inc. (NASDAQ: PEGA) today announced it has been positioned by Forrester as a "Leader" in both the 2014 Dynamic Case Management Wave and the 2014 Customer Service Solutions for Enterprise Organizations Wave reports.

The Dynamic Case Management Wave noted that "Today's DCM products give businesses more control over cost and goal management, implementers a new information-first design approach, and end users the process flexibility they desperately need."1 With regards to Pegasystems, the report noted that "Pegasystems is particularly strong for the service request area, especially with the addition of predictive analytics."1 

The Customer Service Wave noted that "Nearly 70% of US consumers reported an unsatisfactory service interaction during the past 12 months. Organizations must navigate rapidly changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences."2 The report highlights Pegasystems' "strengths in business process management to provide agent guidance across communication channels, which is tightly coupled with predictive analytics for real-time next-best-action capabilities. This helps organizations deliver differentiated customer service while helping contain the cost of service, ensuring regulatory and policy compliance."2

"Pegasystems' clients are achieving extraordinary returns by harnessing a unified platform that provides both best of breed dynamic case management and CRM for customer service," said Pegasystems Founder and CEO Alan Trefler. "Dynamic case management is the secret ingredient for delivering great customer service across all channels and building the new generation of digital enterprise. This convergence of case, process, rules, analytics, decisioning and mobile is available today on PegaCLOUD or on premise as our client's prefer. Beyond just reducing IT complexity, our Build for Change® platform empowers business people to continuously improve how they engage with customers and deliver end-to-end operational efficiency."

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About Pegasystems
Pegasystems Build for Change® Platform is the heart of Better Business Software. It delivers business agility and empowers leading organizations to rapidly close execution gaps and seize new opportunities. Pegasystems leverages its recognized leadership in Business Process Management (BPM), Multi-Channel Customer Relationship Management (CRM), Business Rules, and Adaptive Analytics to uniquely give its clients the power to engage customers, simplify operations and Build For Change®. For more information, please visit us at

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1 Forrester Research, Inc., "The Forrester Wave: Dynamic Case Management, Q1 2014," March 28, 2014
2 Forrester Research, Inc., "The Forrester Wave: Customer Service Solutions For Enterprise Organizations, Q2 2014," April 7, 2014

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