Pegasystems, The Enterprise Transformation Company, announced Forrester Research has named Pega a Leader in The Forrester WaveTM: Customer Relationship Management (CRM) Software, Q1 2025 (1). Pega earned the highest possible scores in criteria such as AI (predictive, generative, agentic), vision, and roadmap.
The report states: “Pegasystems AI anticipates customer intent and guides users on how best to engage. Robust self-service capabilities enable customers to complete real work, with seamless transfers to the front office. Process automation coupled with process mining tools focus the front office on work that matters and surface insights on process performance.”
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On Pega’s generative AI capabilities, the report states: “Gen AI is embedded throughout the CRM… Of particular note is Pega GenAI Blueprint, which uses genAI coupled with the vendor’s industry knowledge to create CRM business processes. Together, these workflow automation and AI capabilities accelerate onboarding, ensure compliance, and pivot users to true value-added work.” The report concludes that “Pegasystems is a trusted choice for large enterprises with complex environments and process-centric customer service where customer value management is a top objective.”
SOURCE: PRNewswire