Pegasystems Inc., the leading enterprise AI decisioning and workflow automation platform provider, announced Forrester Research has named Pega a Leader in The Forrester Wave: Real-Time Interaction Management (RTIM) report. Pega earned the top scores in the main scoring categories of ‘current offering’ and ‘strategy,’ as well as the highest possible score in ‘market presence.’
In the report, under the headline “Pegasystems dominates enterprise RTIM with its focus on customer-first business value,” the report says: “Pega’s reference customers universally praised its Customer Decision Hub as the centralized “brain” responsible for orchestrating billions of real-time interactions across an impressive 13 channels (on average).” It later says: “Pega sets the gold standard for enterprise RTIM implementations, predominantly for financial services, insurance, and telecommunications firms.”
Pega was among the 13 most significant RTIM providers evaluated for the report. In addition to receiving top scores in the ‘current offering’ and ‘strategy’ categories, Pega received the highest possible score in 25 of the 30 sub-criteria, including predictive AI, generative AI, real-time decisioning, inbound digital orchestration, outbound digital orchestration, customer data integration, vision, innovation, roadmap, pricing flexibility and transparency, community, customers, and more.
Forrester evaluated Pega Customer Decision Hub™, which serves as an always-on ‘brain’ providing centralized AI across all customer touchpoints – inbound, outbound, and paid – to optimize interactions and maximize customer value. Its predictive analytics and customer decision management enables leading enterprises to surface unique insights and adapt quickly, recommending hyper-personalized next-best actions in real time during every step of the customer lifecycle – from marketing to sales to customer service and retention.
SOURCE: BusinessWire