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Pega Named a Leader in Customer Service Solutions by Independent Research Firm

Pega Named a Leader in Customer Service Solutions by Independent Research Firm

Pega Customer Service, Pega Blueprint, and Pega Process Mining recognized for automation and agentic capabilities

WALTHAM, Mass.–(BUSINESS WIRE)–Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation CompanyTM, today announced Forrester Research named Pega a Leader in The Forrester WaveTM: Customer Service Solutions, Q1 2026 (1). Pega received the highest scores possible in 16 of the 31 total evaluation criteria.

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The Forrester Wave™: Customer Service Solutions, Q1 2026

The Forrester Wave™: Customer Service Solutions, Q1 2026

The report explains, “Pegasystems offers all the building blocks for autonomous service. Its superior case management orchestrates workflows across channels and across the enterprise. Self-service resolves less complex inquiries, while complex cases are managed through the desktop, displaying journey, context, and guidance. Real-time AI coaching, knowledge, and next best actions adapt dynamically.”

Forrester goes on to state, “Pega Blueprint accelerates workflow design by accepting process inputs via natural language, BPMN diagrams, documentation, etc. Pega Process Mining discovers and optimizes processes, while Blueprint uses outputs to reimagine processes. Pega supports AI agents across all channels: It combines workflow automation and AI to act as predictably as necessary, and it offers tools to define, deploy, orchestrate, and optimize AI agents.”

According to the report, Pega clients “appreciate that Blueprint measurably speeds development, and they find the process mining tools to be excellent.” Ultimately, the Forrester evaluation concluded Pega’s profile with, “Pegasystems best suits large enterprises with complex, industry regulated processes where customer value management is a top priority.”

Pega was among the twelve most significant customer service providers evaluated for the report and received the highest scores possible in the following ‘Current Offering’ criteria: customer service desktop, case management and contextual guidance, AI assist tools for CSRs, customer service management, customer service operations, coaching and learning, conversational AI, self-service portals, conversation intelligence, process management and automation, answer management, AI agents, support for global deployments, and vertical customer service offerings. Pega also received the highest scores possible in the vision and innovation criteria within the ‘Strategy’ category.

Forrester evaluated Pega Customer Service™, an AI‑powered service automation platform that unifies enterprise workflows to deliver personalized, end‑to‑end customer service while accelerating resolutions across channels. The report also evaluated Pega BlueprintTM, Pega’s groundbreaking AI for designing, building, and optimizing workflows to quickly create reliable and predictable enterprise apps, as well as Pega Process MiningTM, which uncovers and optimizes service processes by revealing inefficiencies and bottlenecks across service journeys. Combined, these capabilities help enterprises modernize and confidently automate service operations.

This report is among Pega’s recent analyst recognition for its enterprise AI and automation capabilities. Pega was recognized as a Leader in the The Forrester WaveTM: Real-Time Interaction Management Software (RTIMS), Q4 2025 report (2), the Gartner® Magic Quadrant for Business Orchestration and Automation Technologies (3), The Forrester Wave™ for Digital Process Automation, Q3 2025 report (4), and the Gartner® Magic Quadrant for Process Mining Platforms 2025 (5). It was also named a Leader in The Forrester Wave™: AI Decisioning Platforms, Q2 2025 (6). The Forrester WaveTM: Customer Relationship Management Software, Q1 2025 (7). For more background and additional analyst reports, visit www.pega.com/analyst-reports.

Quotes & Commentary:

“Autonomous service represents the next evolution of customer service – a pivotal opportunity for brands to engage more meaningfully with their customers while driving greater efficiency,” said Kerim Akgonul, chief product officer, Pega. “This evolution requires more than AI in isolation – it demands orchestration, governance, and the ability to continuously adapt. We believe this Forrester recognition underscores how Pega is helping organizations move beyond reactive service models to deliver service experiences that are predictive, resilient, and built for the future.”

Supporting Resources:

  1. Forrester Research, “The Forrester Wave™: Customer Service Solutions, Q1 2026,” by Kate Leggett, with contributors Linda Ivy-Rosser, Rich Saunders, and Angela Lozada, March 11, 2026

  2. Forrester Research, “The Forrester Wave™: Real-Time Interaction Management (RTIM) Software, Q4 2025” by Rusty Warner, with contributors Martin Gill, Emily Doherty, and Christine Turley, November 17, 2025

  3. Gartner, Inc.,” Magic Quadrant for Business Orchestration and Automation Technology, Q3 2025,” by Saikat Ray, Tushar Srivastava, Marc Kerremans, Arthur Villa, Cathy Tornbohm, Sachin Joshi, October 15, 2025

  4. Forrester Research, “The Forrester Wave™: Digital Process Automation Software, Q3 2025,” by Crair Le Clair, with contributions from Chris Gardner, Renee Taylor – Huot, Faith Born, and Kara Hartig, October 2025

  5. Gartner, Inc., “Magic Quadrant for Process Mining Platforms, Q1, 2025,” by Tushar Srivastava, Marc Kerremans, David Sugden, April 16, 2025

  6. Forrester Research, “The Forrester Wave™: AI Decisioning Platforms, Q2 2025,” by Mike Gualtieri with contributions from Sudha Maheshwari, Bardia Razzaghi, and Jen Barton, June 10, 2025

  7. Forrester Research, “The Forrester Wave™: Customer Relationship Management Software, Q1 2025,” by Kate Leggett, with contributions from Linda Ivy-Rosser and Faith Born, March 21, 2025

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.

About Pegasystems

Pega provides the leading AI-powered platform for enterprise transformation. The world’s most influential organizations trust our technology to reimagine how work gets done by automating workflows, personalizing customer experiences, and modernizing legacy systems. Since 1983, our scalable, flexible architecture has fueled continuous innovation, helping clients accelerate their path to the autonomous enterprise. Ready to Build for Change®? Visit www.pega.com.

All trademarks are the property of their respective owners.

Press Contact:

Ilena Ryan

Pegasystems

[email protected]

KEYWORDS: Massachusetts United States North America

INDUSTRY KEYWORDS: Professional Services Data Management Technology Data Analytics Software Artificial Intelligence

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The Forrester Wave™: Customer Service Solutions, Q1 2026
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