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Forrester names Pega a Leader in CRM Solutions 2022 report

By Zach Thompson
Tue 2 Aug 2022

Forrester Research has named Pega a Leader among 11 competitors in The Forrester Wave: Core CRM Solutions, Q3 2022 report.

The report evaluated the 11 most significant CRM providers, and Pega received the top score in the current offering category as well as the highest score possible across 16 of 35 criteria.

Included in this criteria were CRM user productivity, CRM user assistance, CRM user guidance, next best action, digital sales, customer success, customer service agent, customer service operations, actionable insights, customer profile, omnichannel engagement, conversational intelligence, process management, certifications, developer tooling and extensibility, and execution roadmap.

“Pegasystems offers exceptional automation and process management within its CRM,” Forrester says in the report.

“Pegasystems’ vision is one of an ‘autonomous’ CRM where automation offloads repetitive work and AI assists users, increasing their efficiency and the delivered customer experience.

“The CRM combines workflow automation, real-time decisioning, and a low-code platform with the goal of achieving this vision.

“Pegasystems uses real-time customer context and journey data to anticipate their needs and proactively, even preemptively, engage; for example, understanding a customer’s intent, guiding users through adaptive workflows, proposing an offer that is most likely to be accepted, and adjusting follow-on steps based on customer feedback.

“CRM users seamlessly transition interactions from human-assisted to self-service with the aid of chatbots and RPA.

“The CRM has a complete customer profile that is updated in real time and has consistent business and developer tooling and broad industry compliance.”

Forrester evaluated Pega’s CRM offerings built on Pega Platform, such as Customer Decision Hub, Customer Service and Sales Automation.

This report is the latest analyst firm recognition of Pega’s low-code platform for AI-powered decisioning and workflow automation.

Other praise includes being named a Leader in The Forrester Wave: Real-Time Interaction Management, Q2 2022, The Forrester Wave: Digital Process Automation Software, Q4 2021 report, and in the Gartner Magic Quadrant for the CRM Customer Engagement Center report.

“For a CRM strategy to achieve meaningful customer relationships, brands need to take into consideration processes across an entire organisation, not just those in the front office,” Pega chief technology officer Don Schuerman says.

“To us, this recognition exemplifies how Pega’s low-code platform for AI-powered decisioning and workflow automation helps our clients to improve customer and employee experiences across the entire scope of the customer journey, from back-end processes to sales and service front-end interactions, while also giving enterprises the tools to offer customers relevant, helpful interactions.

“We believe this continued recognition exemplifies how Pega is continuing to provide clients with powerful and flexible CRM solutions to work smarter, stay ahead of the competition, and most importantly, keep customers happy.”

The Forrester recognition comes after Pega unveiled new intelligent, low-code capabilities for AI-powered decisioning and workflow automation with the announcement of the latest edition of its Pega Infinity software suite.

Pega says Infinity version 8.7 helps organisations innovate faster at scale while creating better total experiences for all end users with low-code innovation, applied AI and automation, and modern cloud architecture.

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