CX Customer service
Pega was named a Leader in CRM Magazine’s 2019 CRM Service Leaders Awards in the Customer Case Management category. This is the second year in a row Pega has been named a Leader, and was named “one to watch” in 2017.
Highlights include
- Pegasystems received a whopping 4.4 in depth of functionality, and with 3.9 scores in company direction and customer satisfaction, the vendor did well all around, struggling only in cost.
- “The combination of deep process management expertise and case management gives Pegasystems a unique approach that excels for brands with complex support needs,” says Ian Jacobs, a principal analyst at Forrester Research.
- Leggett also praised Pega’s business process and case management capabilities, which “orchestrate the end-to-end customer journey in real time, across communication channels, with predictive analytics for next-best-action capabilities.”
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Topics:
Customer Service
