CAMBRIDGE, MA--(Marketwired - May 20, 2013) - Pegasystems Inc. (
"Gartner's 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of 'any channel' customer service engagement."1 The report demonstrates an evolution of Gartner's classification for CRM solutions for customer service stating, "The CRM customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels -- including social media -- while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers."1
"We welcome the new clarity that Gartner's 2013 MQ for Customer Engagement Centers offers to CRM professionals," said Alan Trefler, Founder and CEO of Pegasystems. "Our clients have a renewed sense of urgency about engaging more intelligently and consistently with their customers. They want to anticipate and predict what customers prefer, to actually know the next best action. They want to engage with their customers across any channel -- Web self-service, social, mobile, branch, and also at sizeable call centers handling complex processes and especially massive call volumes. They also want to eliminate the gaps that keep marketing and sales and service fulfillment and field services siloed from one another. Last year, the Gartner Customer Service MQ focused on 'Customer Contact Centers'. The new name and focus on 'Customer Engagement Centers' is exactly the reminder that the industry needs. Customer engagement is a commitment and mission shared by the whole company, and not just the 'customer service' silo."
* About the Magic Quadrant
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1 Gartner, Inc., "Magic Quadrant for CRM Customer Engagement Center, 2013," Michael Maoz, May 13, 2013