Pegasystems, Inc. today announced that it has received an improved leadership position in Gartner, Inc.’s April 24, 2014 “Magic Quadrant for the CRM Customer Engagement Center, 2014.” Pegasystems was identified as one of the four leaders in an evaluation of 14 vendors included in the report.
Gartner’s definition of customer engagement center (CEC) extends CRM to reflect new digitalized and omni-channel forms of customer engagement. “The CRM customer engagement center refers to a logical set of business applications and technologies that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide reactive service to customers as they move among communications channels including social media while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.”
“We believe the successes of our many global clients improved our position as a leader in both ability to execute and vision in this Magic Quadrant in 2014,” commented Alan Trefler, Founder and CEO of Pegasystems, and author of the forthcoming book Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation. “We now live an era where empowered customers have effectively turned the table on the organizations that market to and serve them. This MQ defines what it means to be a responsive, digitalized business, seamlessly integrating cross channel customer processes that leverage analytics to continually drive the next best action for every interaction.”
 Gartner, Inc.,“Magic Quadrant for the CRM Customer Engagement Center, 2014,” Michael Maoz, April 24, 2014
 Alan Trefler, Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation, due to be published in June 2014 by Wiley & Sons.
Pegasystems Build for Change® Platform (pega.com) 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®.
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