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

Key Terms

case management technical

Case management is the organized coordination of services, paperwork and communication around an individual situation—often a patient’s treatment plan, an insurance claim, or a regulatory matter—led by a dedicated coordinator who acts like a project manager. Investors care because effective case management can lower costs, speed recoveries or approvals, improve outcomes and reduce legal or regulatory risk, all of which influence a company’s expenses, revenue and reputation.

process mining technical

Process mining is a technique that analyzes how tasks and workflows are actually carried out within an organization by examining digital records of past activities. It helps uncover inefficiencies, bottlenecks, and patterns in operations, providing insights that can lead to improved performance. For investors, understanding process mining reveals how well a company manages its operations and identifies areas for potential growth or risk.

conversational AI technical

Conversational AI is technology that allows computers to understand, process, and respond to human language in a way that feels natural and interactive, similar to chatting with a person. It enables machines to hold conversations, answer questions, and assist with tasks automatically. For investors, it matters because this technology can improve customer service, streamline operations, and create new opportunities across many industries.

ai agents technical

AI agents are computer programs designed to perform tasks or make decisions automatically, often by learning from data and adapting to new information. They act like virtual assistants or robots that can handle complex activities without human intervention, which can help businesses and individuals save time and improve efficiency. For investors, AI agents matter because they can enhance decision-making and automate processes that influence markets and financial outcomes.

customer relationship management technical

Customer relationship management is the system of tools and practices a company uses to track every interaction with customers—like a combined address book, purchase history, and reminder system that sales and support teams use to keep relationships healthy. Investors care because strong CRM helps a company keep customers coming back, predict future revenue more accurately, lower sales and marketing costs, and signal whether growth is sustainable or at risk.

real-time interaction management technical

Real-time interaction management is a software approach that monitors and responds to customer actions as they happen—across web, mobile, call centers or in-store—to deliver the most relevant message, offer or action at that moment. For investors, it matters because it can boost sales efficiency, customer retention and marketing ROI by turning split-second signals into immediate, measurable decisions, much like a skilled salesperson who adjusts their pitch on the fly based on a customer’s reactions.

magic quadrant regulatory

A magic quadrant is a two-dimensional chart that places companies in a market into four groups based on how well they perform today and how strong their future plans look; think of it like a map that shows who is leading, who is catching up, who specializes in niches, and who has big ideas but unproven delivery. Investors use it to quickly gauge competitive position, credibility, and potential growth or risk when comparing companies in the same industry.

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 Company^TM, today announced Forrester Research named Pega a Leader in The Forrester Wave^TM: Customer Service Solutions, Q1 2026 (1). Pega received the highest scores possible in 16 of the 31 total evaluation criteria.

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 Blueprint^TM, Pega’s groundbreaking AI for designing, building, and optimizing workflows to quickly create reliable and predictable enterprise apps, as well as Pega Process Mining^TM, 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 Wave^TM: 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 Wave^TM: 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:

• Report complimentary access: The Forrester Wave^TM: Customer Service Solutions, Q1 2026
• Solution background: Pega Customer Service
• Solution background: Pega Blueprint
• Solution background: Pega Process Mining

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.

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Press Contact:

Ilena Ryan

Pegasystems

ilena.ryan@pega.com

Source: Pegasystems Inc.