{"id":944479,"date":"2026-03-13T17:27:07","date_gmt":"2026-03-13T21:27:07","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/pega-named-a-leader-in-customer-service-solutions-by-independent-research-firm-2\/"},"modified":"2026-03-13T17:27:07","modified_gmt":"2026-03-13T21:27:07","slug":"pega-named-a-leader-in-customer-service-solutions-by-independent-research-firm-2","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/pega-named-a-leader-in-customer-service-solutions-by-independent-research-firm-2\/","title":{"rendered":"Pega Named a Leader in Customer Service Solutions by Independent Research Firm"},"content":{"rendered":"

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Pega Named a Leader in Customer Service Solutions by Independent Research Firm<\/b><\/p>\n

\nPega Customer Service, Pega Blueprint, and Pega Process Mining recognized for automation and agentic capabilities<\/p>\n

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

\nThe report explains, \u201cPegasystems 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.\u201d<\/p>\n

\nForrester goes on to state, \u201cPega 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.\u201d<\/p>\n

\nAccording to the report, Pega clients \u201cappreciate that Blueprint measurably speeds development, and they find the process mining tools to be excellent.\u201d Ultimately, the Forrester evaluation concluded Pega\u2019s profile with, \u201cPegasystems best suits large enterprises with complex, industry regulated processes where customer value management is a top priority.\u201d<\/p>\n

\nPega was among the twelve most significant customer service providers evaluated for the report and received the highest scores possible in the following \u2018Current Offering\u2019 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 \u2018Strategy\u2019 category.<\/p>\n

\nForrester evaluated Pega Customer Service\u2122<\/a>, an AI\u2011powered service automation platform that unifies enterprise workflows to deliver personalized, end\u2011to\u2011end customer service while accelerating resolutions across channels. The report also evaluated Pega BlueprintTM<\/sup><\/a>, Pega\u2019s groundbreaking AI for designing, building, and optimizing workflows to quickly create reliable and predictable enterprise apps, as well as Pega Process MiningTM<\/sup><\/a>, 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.<\/p>\n

\nThis 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<\/sup>: Real-Time Interaction Management Software (RTIMS), Q4 2025 report<\/a> (2), the Gartner\u00ae Magic Quadrant for Business Orchestration and Automation Technologies<\/a> (3), The Forrester Wave\u2122 for Digital Process Automation, Q3 2025 report<\/a> (4), and the Gartner\u00ae Magic Quadrant for Process Mining Platforms 2025<\/a> (5). It was also named a Leader in The Forrester Wave\u2122: AI Decisioning Platforms, Q2 2025<\/a> (6) and The Forrester WaveTM<\/sup>: Customer Relationship Management Software, Q1 2025<\/a> (7). For more background and additional analyst reports, visit www.pega.com\/analyst-reports<\/a>.<\/p>\n

Quotes & Commentary:<\/b><\/p>\n

\n\u201cAutonomous service represents the next evolution of customer service \u2013 a pivotal opportunity for brands to engage more meaningfully with their customers while driving greater efficiency,\u201d said Kerim Akgonul, chief product officer, Pega. \u201cThis evolution requires more than AI in isolation \u2013 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.\u201d<\/p>\n

Supporting Resources:<\/b><\/p>\n