Pega Named Leader in Gartner Magic Quadrant for CRM Customer Engagement Center

Pegasystems Inc., the Enterprise Transformation Company™, announced it has been named a Leader in the Gartner® Magic Quadrant^TM for the CRM Customer Engagement Center (1) for the 12^th consecutive time.

In the report, Pega was recognized as a Leader among 12 vendors Gartner evaluated for completeness of vision and ability to execute. According to Gartner, the customer engagement center (CEC) is defined as “a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization.”

This report evaluated Pega for Pega Customer Service™, an intelligent automation solution that delivers AI-powered workflows for scalable customer service. It guides and automates customer journeys, enabling contact centers and digital channels to provide personalized, proactive, and preemptive experiences. This results in faster resolutions, streamlined agent experiences, and easier self-service. Gartner also evaluated Pega for Pega GenAI Blueprint™, Pega’s app design-as-a-service tool, enabling users to go from app idea to functional app design exponentially faster and more completely than any other workflow design tool.

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“Innovations in AI and automation are quickly reshaping consumer expectations,” said Kerim Akgonul, chief product officer, Pega. “Today’s customers require fast, seamless service experiences, and organizations need the right tools to meet these needs. With robust gen AI, agentic AI, and workflow automation capabilities, Pega Customer Service enhances agent efficiency and empowers customers with advanced self-service options. We believe this recognition further highlights Pega’s leadership in customer service innovation, helping clients ensure both agents and self-service channels deliver exceptional experiences, every time.”

SOURCE: Businesswire