Pegasystems Inc. today declared that it has been positioned by Forrester as a “Leader” in both the 2014 Dynamic Case Management Wave and the 2014 Customer Service Solutions for Enterprise Organizations Wave reports.
The Dynamic Case Management Wave noted that “Today’s DCM products give businesses more control over cost and goal management, implementers a new information-first design approach, and end users the process flexibility they desperately need.” With regards to Pegasystems, the report noted that “Pegasystems is particularly strong for the service request area, especially with the addition of predictive analytics.”
The Customer Service Wave noted that “Nearly 70pc of US consumers reported an unsatisfactory service interaction during the past 12 months. Organizations must navigate rapidly changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.”
The report highpoints Pegasystems’ “strengths in business process management to provide agent guidance across communication channels, which is tightly coupled with predictive analytics for real-time next-best-action capabilities. This helps organizations deliver differentiated customer service while helping contain the cost of service, ensuring regulatory and policy compliance.”