Pega has transitioned its business to the cloud. Challengers Challengers demonstrate a high volume of sales in their chosen markets that is, more than 30% of their new business comes from more than one industry, and more than 50% comes from sales to the broader installed base. Enterprises and midsize organizations looking for strong digital customer engagement capabilities, including knowledge management and B2C-oriented CEC desktop capabilities, should evaluate eGain.
portalId: "2621492", Strengths Innovation: Zendesk continues to innovate at a signicant pace. Poor analytics: Reference customers said that the real-time analytics and reporting was poor in terms of the ability to customize. It focuses on digital-rst engagement combined with knowledge management, AI and analytics capabilities. Reference customers identied Oracle as one of the three vendors most commonly mentioned by those looking for a customer service solution. They may focus on supporting a small number of large enterprises or a large number of small and midsize businesses. Pega technology is powered by real-time AI and intelligent automation, while our scalable architecture and low-code platform help enterprises adapt to rapid change and transform for tomorrow. This organization has made signicant strides in the last few years. Customer data privacy protection by design: This involves interacting with customers using new ways to mitigate security and privacy risks. How does the application support an effortless use for employees and contribute to the employee experience? Pegas end-to-end suite of customer engagement applications for marketing, sales, and customer service are powered by Pega Customer Decision Hub, its market-leading, real-time artificial intelligence (AI) engine. SAP SAP is a Challenger in this Magic Quadrant; the same as last year. Cautions Complexity: Pegasystems portfolio of apps and developer-focused solutions can be difcult to relate clearly to specic business objectives. Gartner evaluated 13 CRM vendors as part of the Critical Capabilities report a companion report to theGartner Magic Quadrant for the CRM Customer Engagement Center(2) report in which Pega was named a Leader for the ninth consecutive year. By 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efciency by 25%. A product that does not control the customer-service-related master data during the customer interaction will not be a Leader, but could be a Challenger, Niche Player or Visionary. Midsize organizations focusing on innovation for customer engagements and looking for a customer-for-life vision should consider Freshworks. Performance lags: Verints overall performance is a concern for customers. eGain has a worldwide presence. Zoho provides Zoho Desk to the customer service market. Startups and new entrants from adjacent markets are typically found in the Visionaries quadrant. Gartner DisclaimerGartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Prospective buyers will see a differentiation in the digital unied engagement capabilities. eGain needs to expand its professional services to meet the needs of its growing customer base. Consider Verint Systems if you are looking for a new cloud or hybrid CEC solution that combines intelligent digital self-service, case management and workforce engagement management. Midsize or large, stabilized deployments: Provide a minimum of ve new CRM CEC referenceable (that is, willing to complete an online survey) customers that have had in production the latest major version of the software for between six and 18 months. Sales Execution/Pricing: The vendors capabilities in all presales activities and the structure that supports them. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. The vendor has little traction in the U.S. or in Europe, and this creates challenges to deploy for North American and European-based multinational corporations.
Extreme self-service: Organizations will take a self-service and automation-rst approach or go completely without assisted service. Platform add-ons: Being part of the extensible Salesforce platform, complemented by the AppExchange marketplace, the Ignite customer innovation program and the Trailhead learning platform and community,helps Salesforce differentiate its Service Cloud product with more features and functions. Strengths Simple to use: Creatios product is easy to congure and modify. In 2020, next to the core functionality mentioned in the denition above, we emphasize: Scalable cloud-based systems Unication of digital and voice touchpoints Real-time and predictive customer service analytics Agent guidance and navigation Proactive messaging to customers Automation using AI Digital workow/BPM support Use of contextual knowledge management Social engagement management Internet of Things (IoT) connections Participating ecosystem for functional enrichment In addition, we look for emerging capabilities that demonstrate innovation of the customer relationship management (CRM) CEC solution in the following categories: Voice of the customer (VoC) Workforce engagement management (WEM) Multiexperience engagements Conversational orchestration Customer success management (CSM) Field service management (FSM) Magic Quadrant Figure 1. Key industries supported include retail banking and insurance. Although Gartner research may address legal and nancial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Marketing Execution: The clarity, quality, creativity and efcacy of programs designed to deliver the organizations message to inuence the market, promote the brand and business, increase awareness of the products, and establish a positive identication with the product/brand and organization in the minds of buyers. Cautions Limited changes: Gartner has observed only limited expansion of ICCs capabilities by Appian, other than its planned marketing and sales focus in 2020. Save my name, email, and website in this browser for the next time I comment. All Rights Reserved. Operations: The ability of the organization to meet its goals and commitments. Gartner DisclaimerGartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Strengths Easy integration: Pegasystems low-code-supported innovation makes it simple to extend its solution, and to combine third-party technologies, customer touchpoints, workows, AI and RPA to deliver differentiated, end-to-end customer experience journeys. National and federal government organizations and healthcare organizations subject to strict regulations. Mobile applications. ", Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement Center," By Nadine LeBlanc, Jim Davies, Varun Agarwal, June 15, 2021, and before 2013, this report was titled "Magic Quadrant for CRM Customer Service Contact Centers", Forrester Research: The Forrester Wave: "Real-Time Interaction Management, Q4 2020," by Rusty Warner, with Mary Pilecki, Robert Perfoni, and Christine Turley, October 20, 2020, Forrester Research: The Forrester Wave Software for Digital Process Automation for Deep Deployments, Q2 2019, Forrester Research, "The Forrester Wave: Healthcare CRM Providers, Q1 2020," by Arielle Trzcinski and Kate Leggett, with Daniel Hong, Annalise Clayton, Paul-Julien Giraud, Sara Sjoblom, and Peter Harrison, March 16, 2020, Gartner, Inc., "Magic Quadrant for Robotic Process Automation," by Saikat Ray, with Arthur Villa, Cathy Tornbohm, Naved Rashid, and Melanie Alexander, July 27, 2020, Gartner, Inc., "Magic Quadrant for Multichannel Marketing Hubs," by Noah Elkin, with Benjamin Bloom, Mike McGuire, Colin Reid, and Joseph Enever, May 12, 2020. Weak support: In conversations with Gartner about Creatio, some customers of this vendor have expressed concerns about its training, documentation and project planning. Pega was named a Leader in The Forrester Wave: Real-Time Interaction Management (RTIM) report, Q4 2020 (2), The Forrester Wave Software for Digital Process Automation for Deep Deployments, Q2 2019 (3), and The Forrester Wave: Healthcare CRM Providers, Q1 2020 (4).
Cautions Complicated to change: The inability to create and modify workows without coding experience limits users capacity to rapidly respond to needed changes. However, we also regularly discuss Freshworks and Zoho. Three industries (examples being utilities, telecommunications, high tech, oil and gas, manufacturing, aerospace and defense, automotive, nancial services and insurance, chemicals, medical devices, and healthcare). About two-thirds (64%) of prospective CEC customers with whom Gartner has contact shortlisted Salesforce Service Cloud as their rst, second or third choice (its nearest competitor in this regard was shortlisted by 35% of customers). Factors include the quality of the organizational structure, including skills, experiences, programs, systems and other vehicles that enable the organization to operate effectively and efciently on an ongoing basis. We help the world's leading brands solve their biggest business challenges: maximizing customer lifetime value, streamlining customer service, and boosting operational efficiency. Cautions Growing pains: Sugar Serve is a young solution that needs to be expanded, as currently several gaps can be identied in digital engagement and case management capabilities. This alignment is starting to gain momentum (see Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace). Ronald F. Clayton Table 2: Completeness of Vision Evaluation Criteria Evaluation Criteria Weighting Market Understanding Medium Marketing Strategy Medium Sales Strategy High Offering (Product) Strategy High Evaluation Criteria Weighting Business Model High Vertical/Industry Strategy High Innovation Medium Geographic Strategy Medium Source: Gartner (June 2020) Quadrant Descriptions Leaders Leaders demonstrate market-dening Completeness of Vision and Ability to Execute, as manifest in products, services, sales gures and solid new references for multiple regions and industries. This report is among recent analyst recognition of Pegas customer engagement capabilities. Multiexperience and channel-free mindset: This promotes channel-agnostic design, seamless integration and customer experience innovations. Leaders do not necessarily lock in customers, but rather may provide open access to an ecosystem. Pegas adaptive, cloud-architected software built on its unified Pega Platform empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. This criterion also considers the vendors history of responsiveness. Challengers frequently lack a strong worldwide presence and deployment partners. Otherwise, consider it where a verticalized solution is of particular importance. 
With a shift of power to connected customers, customer service organizations must do better. We researched 16 vendors to help application leaders navigate this increasingly complex landscape. Against market trends, eGain does most of its development itself, which slows growth. Process orchestration 3. Press Contact:Sean AudetPegasystems Inc. [emailprotected](617) 528-5230 Twitter: @pega. This can also include ancillary tools, customer support programs (and the quality thereof), availability of user groups, service-level agreements, and so on. How does the application support a breadth of digital engagement channels to enable consistent, persistent and seamless interactions to orchestrate customer experience? Innovation Insight for Cloud Security Posture Management Publish, Enterprise Architecture Primer for 2020 Published 24 January 2020 - ID G00713982 - 11 min read By Analysts Saul Brand In, KISTA GARTNER A. Definisi Kista gartner adalah tumor kistik vagina yang bersifat jinak, berasal dari sisa duktus gartner, Kista Gartner dengan nama lain kista duktus Gartner atau kista Gartnerian adalah tumor kistik vagina yang bersifat jinak, Licensed for Distribution As a result of these adjustments, the mix of vendors in any Magic Quadrant may change over time. Cautions Narrow use case: Reference customers shared that they did not yet see Freshworks as a platform vendor. HQ)* ERT@ Added Kustomer. About 50% of Zohos customers are in the Americas, with 25% in the U.K. and Europe. For the second year in a row, it received the highest reference customer scores out of all vendors evaluated for ease of use of all the products. Deployment flexibility: Creatios product supports both on-premises and cloud-based congurations. In addition, Gartner clients have indicated that initial implementation can be complex. Scalable: The Pega Innity platform has been proven to scale for large deployments of 5,000 or more users. Resource management 4. Magic Quadrant for the CRM Customer Engagement Center Published 4 June 2020 - ID G00432951 -, 2/18/2020 Short-term viability: Each vendor must provide evidence of: Funded operations: Sufcient cash to fund 12 months of operations at the current burn rate. Degree of participation in customer service ecosystems: Gartner denes business ecosystems as a dynamic network of entities (people, businesses and things) that interact with each other to create and exchange sustainable value for the participants. The vendors in the market show difference in maturity. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. It must show revenue of at least $8 million in CRM CEC software licenses for core customer service and support in the customer engagement center from new clients, per GAAP or IFRS, during the four scal quarters that ended closest to 31 December 2019 and no earlier than September 2019. HQ)* ERT@ Sugar Enterprise will not meet the needs of customers that require a robust, selfservice-based CRM application ecosystem, as provided by some other CEC competitors. Verint delivered well against its product roadmap from last year, especially around AI and analytics. Need for complexity: Zendesks focus on simplicity has resulted in large customer service centers nding its interface less intuitive when trying to manage signicant numbers of advisors. Customer engagements are supported by a unied agent view and rich RPA capabilities for end-to-end customer service. Appian focuses on low-code application development and intelligent BPM markets, and provides case-centric applications. Gartners criteria specify that vendors provide the following: References: Each vendor should provide reference customers for the primary product or product suite being submitted to this Magic Quadrant research, as follows (note that Gartner may instead choose to source other customers as references): Covering at least two regions: Provide a minimum of 15 new CRM CEC customers that began using the solution for the rst time during the past four quarters of 2019 covering at least two of the following markets: North America, Latin America, EMEA, Asia/Pacic and Japan. For further information, see "Guiding Principles on Independence and Objectivity." Its app marketplace offers over 950 easily added apps. Integration: SugarCRM demonstrates focus on the ability to integrate with contact center platforms and legacy contact center environment technology. }); Copyright 2022 AiThority. As part of the Pega Infinity digital transformation suite, Pega Customer Service simplifies service by automating service processes and unifying data and systems across the enterprise so that contact center teams and digital touchpoints, like web, mobile, and chat self-service channels, are best positioned to deliver personalized and even proactive and preemptive customer service experiences. Your email address will not be published. Zoho Zoho makes its debut in this Magic Quadrant as a Niche Player. In our evaluations in this Magic Quadrant, we indicate when we see potential challenges for a product in view of these factors. In the report, Pega sustained a Leader position among 16 CRM vendors Gartner evaluated for their completeness of vision and ability to execute. RTA*HQE!EU Quotes & Commentary "Businesses and their customers desire service experiences that are efficient, frictionless, personalized, proactive when possible, and which deliver effective results every time," saidJohn Huehn, general manager, customer service and sales automation, Pegasystems. They anticipate emerging and changing needs for customer service and move into the new sectors associated with them. Small marketplace: SugarCRMs application marketplace offers very few technology partner solutions. Customer growth: As Freshworks portfolio has matured, Gartner has observed a growing number of larger-scale Freshdesk deployments contributing to almost 50% of the vendors current revenue. HQ)* ERT@ Customers are expected to customize the solution using Appians low-code development tools to deploy the solution while looking after the coding themselves. Oracle Oracle is a Leader; the same as last year. Anyone whos driven a car, used a credit card, called customer service, opened a bank account, flown on a plane, submitted an insurance claim, or performed countless other everyday tasks has likely interacted with Pega. This vendor is representative of the new digital customer service vendors in the market (see Market Guide for Digital Customer Service and Support Technologies) that are innovating the CEC vendor landscape. Customer Experience: Relationships, products and services/programs that enable clients to be successful with the products evaluated. From being self-sufcient without an ecosystem to running your own ecosystem, the degree of collaboration will inuence the people, process and technologies in the context of CEC. Zendesk works globally, often with midsize customers and increasingly with enterprises. The vendor continues to expand its case management basics with innovative features from the acquisitions of AnsweriQ and Natero. To connect, please write to AiT Analyst at news@martechseries.com. Your access and use of this publication are governed by Gartners Usage Policy. Innovation: Direct, related, complementary and synergistic layouts of resources, expertise or capital for investment, consolidation, defensive or preemptive purposes. On certain occasions, the upper limit may be extended by Gartner Methodologies if the intended research value to our clients might otherwise be diminished. By 2023, over 40% of eld service management (FSM) deployments will include mobile augmented reality collaboration and knowledge sharing tools, up from less than 10% in 2019. Digital engagement. In 2019, Verint introduced Unied Experience, which integrates all Verint and third-party experience data sources. 
It consists of the opinions of Gartner's research organization, which should not be construed as statements of fact. Case management: The focus on conversations rather than tickets limits Kustomers capabilities in case management. They may offer complete portfolios but exhibit weaknesses in one or more important areas they may, for example, be regional experts with limited ability to meet global needs. Clients report that Leaders deliver high levels of value and ROI. Clients should carefully investigate their knowledge management needs and investigate their options. Over its 30-year history, Pega has delivered award-winning capabilities in CRM and BPM, powered by advanced artificial intelligence and robotic automation, to help the worlds leading brands achieve breakthrough business results. The company promotes the Everyone is a developer concept for seamless business-IT alignment. B2C product: While ServiceNow has a number of large B2C customers, reference customers indicated that the solution still feels at times like a B2B product in a B2C customer service market. Analyst Report: Gartner Critical Capabilities for the CRM Customer Engagement Center, Whitepaper: Artificial Intelligence and Improving the Customer Experience. CRMNEXT believes that CRM CEC solutions will need to be more aware and intelligent by marrying data science, AI and decisioning to create more autonomous servicing. Automation: Pega focuses on automating fulllment of service requests and improving the customer satisfaction and agent experience.
Strengths Vision: Salesforces global presence, market impact and vision to transform customer service is unmatched so far by other vendors in this market. Some organizations will create and run powerful ecosystems; others will participate in them. Kustomer has twothirds of its clients in the U.S. and 25% in EMEA. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. They often instead contribute to an incumbent vendor. Its platform strategy places AI and machine learning (ML) in its digital customer service and support solution, and embeds these technologies across its products. Complex environments with high call volumes, high transaction volumes and real-time integration with legacy systems, which can slow performance. About Pegasystems Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Sales pipeline: Demonstrate a pipeline of prospective customers and an adequate sales team to drive growth in new business. Clients admitted to nding the technical migration to the new Oracle Digital Assistant challenging. Creatio provides CRM capabilities through an intelligent service management, low-code platform, which is part of a bigger solution for sales, service and marketing. Innovation: Direct, related, complementary and synergistic layouts of resources, expertise or capital for investment, consolidation, defensive or pre-emptive purposes. Robotic process automation (RPA) and process automation adoption will increase to become an even bigger part of its solution. Pega Infinity, Pegas digital transformation suite, enables businesses to improve customer engagement and operational efficiency with its unified end-to-end solution. Press Contact:Sean AudetPegasystems Inc. [emailprotected](617) 528-5230 Twitter: @pega. Updates on modern marketing tech adoption, AI interviews, tech articles and events. In the Critical Capabilities report, vendors products and services were evaluated across the following capabilities and weightings: case management, digital engagement channels, integration, mobile support, predictive customer analytics, real-time guidance/decision support, self-service/knowledge management, and social media engagement management.
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