Contact Center Solutions Featured Article

Pegasystems Positioned as a Leader in Gartner's 2010 Magic Quadrant

May 04, 2010

In its recently issued 'Magic Quadrant for CRM Customer Service Contact Centers,' Gartner has recognized Pegasystems as a leader. Pegasystems was identified among the leaders in an evaluation of 15 vendors included in the report.


The Magic Quadrant for CRM Customer Service Contact Centers looks at customer service software for the human agent in the contact center versus self-service. Enterprise demands for analytics, integration with Web customer service and communities are driving changes in the industry.

Companies can now positively transform customer experience across all channels and customer touch points with Pegasystems' revolutionary Build for Change technology. Gartner's Magic Quadrant states that the company is observing a much greater need for strong mash-up capabilities that allow organizations to embed existing applications within the service representative's desktop.

"We have made significant investments in our customer experience technology over the years, and we believe this report confirms that we have made a dramatic impact in the area of CRM and customer service contact centers,' said Alan Trefler, Founder and CEO of Pegasystems. 'Because our Customer Process Manager solution is built on Pegasystems' patented Build for Change technology, the solution can dynamically adapt customer processes based on customer intent."

According to Gartner's Magic Quadrant, the company is observing strong demand for a development environment within which the user organization can design its own business objects, workflows, and business processes without resorting to vendor support. The company also foresees a great need for advanced decision support and complex knowledge solution capabilities, business rule engines. Pegasystems empowers companies to attain an entirely new level of service excellence, claims Quadrant.

Recently, the company acquired CRM firm Chordiant Software in an all-cash deal for approximately $161.5 million or $5/share. Chordiant brings to Pegasystems its Customer Experience (Cx) inbound and outbound CRM, predictive analytics, adaptive decisioning, cross-sell/upsell, retention and process monitoring software and services. Chordiant's newest product, announced in early April, just before stepping to the altar with Pegasystems, is Chordiant Cx Outbound.


Raju Shanbhag is a contributing editor for ContactCenterSolutions. To read more of Raju's articles, please visit his columnist page.

Edited by Alice Straight



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