Pegasystems Inc., The Enterprise Transformation Company™, has been named a Leader in The Forrester Wave™: Customer Relationship Management (CRM) Software, Q1 2025. The report highlights Pega’s strengths in AI, vision, and roadmap, awarding the company the highest possible scores in key criteria.
The Forrester 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.”
Pega’s AI and Automation Capabilities Stand Out
On Pega’s generative AI features, the report adds: “Gen AI is embedded throughout the CRM… Of particular note is Pega GenAI Blueprint™, which uses generative AI and industry expertise to create CRM business processes. Together, these workflow automation and AI capabilities accelerate onboarding, ensure compliance, and pivot users to true value-added work.”
Forrester recognized Pega as a top choice for large enterprises with complex environments, particularly those prioritizing process-centric customer service and customer value management.
Pega’s Performance in Forrester’s Evaluation
Pega was among 12 CRM providers evaluated in the report and achieved the highest possible score in 15 out of 29 criteria. These include:
- Lead Management & Digital Sales Engagement
- Customer Success & Sales Execution
- Digital Customer Service & Case Management
- Customer Service Operations
- Coaching & Learning
- AI Trust & Security
Forrester’s evaluation covered Pega Customer Service™, Pega Sales Automation™, and Pega Customer Decision Hub™, all part of the Pega Infinity™ suite. These AI-powered solutions enhance customer engagement, improve service, increase sales efficiency, and automate business processes.
Industry Recognition for Pega
Pega’s leadership in CRM has been reaffirmed through multiple industry recognitions, including:
- Gartner® Magic Quadrant™ for CRM Customer Engagement Center (CEC) 2024
- The Forrester Wave™: Real-Time Interaction Management, Q1 2024
- The Forrester Wave™: Customer Service Solutions, Q1 2024
- The Forrester Wave™: Task-Centric Automation Software, Q4 2024
- Gartner® Critical Capabilities for Sales Force Automation Platforms
For more details on these recognitions, visit Pega’s Analyst Reports.
Expert Commentary
“AI and automation are revolutionizing how brands engage with customers, ensuring they meet evolving expectations for fast and seamless service experiences,” said Kerim Akgonul, Chief Product Officer at Pega. “We believe this recognition further acknowledges that Pega’s advanced generative AI, predictive AI, and workflow automation capabilities empower customer-facing teams to work smarter and more efficiently, allowing them to focus on delivering exceptional experiences during every interaction.”
With its latest recognition, Pega continues to demonstrate leadership in AI-powered CRM solutions, helping enterprises transform customer engagement and drive business success.