Pega Named a Leader in Customer Service Solutions by Independent Research Firm
MWN-AI** Summary
Pegasystems Inc. (NASDAQ: PEGA) has achieved significant recognition as a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026, as noted in a recent report by Forrester Research. This prestigious accolade highlights Pega's exceptional capabilities in automation and agentic functionalities, demonstrating the company’s commitment to enhancing customer service operations.
The report praised Pega for offering comprehensive tools to support autonomous service, emphasizing its robust case management that seamlessly orchestrates workflows across various channels and departments. The platform facilitates self-service solutions for simpler inquiries while managing complex cases through an integrated desktop that incorporates real-time AI coaching, context, and guidance.
Notably, Pega Blueprint and Pega Process Mining were highlighted for their innovative contributions to workflow design and optimization. The Pega Blueprint allows users to expedite workflow development by utilizing natural language and various input formats, while Pega Process Mining identifies inefficiencies within service processes, thus enabling continuous optimization.
Pega's recognition stems not only from its outstanding current offerings—including customer service desktop, AI assist tools, and vertical customer service solutions—but also from its forward-looking strategy and innovation. The report identified Pega as particularly suitable for large enterprises handling regulated and complex processes, where effective customer value management is crucial.
Chief Product Officer Kerim Akgonul emphasized that the future of customer service lies in autonomous service models that require orchestration and adaptability. Pega's innovative solutions are designed to help organizations transition from reactive to predictive service models, solidifying their reputation as a leader in enterprise transformation technology. This accolade follows other recognitions in various Forrester and Gartner reports, further establishing Pega's expertise in the domain of enterprise AI and automation.
MWN-AI** Analysis
Pegasystems Inc. (NASDAQ: PEGA) has made headlines by being recognized as a Leader in Forrester's Q1 2026 report on Customer Service Solutions, receiving top scores in 16 of 31 evaluation criteria. This accolade reflects Pega's capability to adapt to the evolving landscape of customer service through its integrated AI, automation, and process optimization technologies.
For market participants, Pega's strong positioning in the customer service space indicates a robust opportunity for investment, particularly given that customer service is increasingly seen as a competitive differentiator. The company's offerings, specifically in AI-driven case management and self-service solutions, resonate well with the growing demand for digital transformation across enterprises. As organizations strive for efficiency and enhanced customer satisfaction, Pega's technologies like Pega Blueprint and Pega Process Mining are crucial in modernizing workflows and uncovering process inefficiencies.
The market could see significant growth in businesses implementing autonomous service solutions, which suggests potential upside for Pega’s stock price as enterprises prioritize investments in AI and customer engagement tools. Given Pega's high scores in critical areas such as customer service desktop capabilities, coaching and learning, and AI assist tools for customer service representatives, it positions itself as a leader that can cater to complex, regulated industries requiring high customer value management.
Investors should also consider Pega's broader industry recognition and the trend towards automation and AI across various sectors. As Pega continues to innovate and expand its capabilities, the potential for increased market share in the enterprise service automation sector appears promising.
In conclusion, with its recent recognitions and a solid product suite addressing current customer demands, Pega presents a favorable investment opportunity for those looking to engage in the enterprise technology space. As always, investors should consider their risk tolerance and the broader economic context before making investment decisions.
**MWN-AI Summary and Analysis is based on asking OpenAI to summarize and analyze this news release.
Pega Customer Service, Pega Blueprint, and Pega Process Mining recognized for automation and agentic capabilities
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.
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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
- 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
- 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
- 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
- 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
- Gartner, Inc., “Magic Quadrant for Process Mining Platforms, Q1, 2025,” by Tushar Srivastava, Marc Kerremans, David Sugden, April 16, 2025
- 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
- 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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20260311855219/en/
Press Contact:
Ilena Ryan
Pegasystems
ilena.ryan@pega.com
FAQ**
How does Pegasystems Inc. PEGA plan to leverage its recent recognition in the Forrester Wave™ to attract new clients within large enterprises with complex service needs?
In what ways will Pegasystems Inc. PEGA enhance its product offerings to maintain its leadership position in customer service automation following the Forrester evaluation?
Given the praise for Pega Blueprint in the Forrester report, what strategies will Pegasystems Inc. PEGA implement to further improve the speed and efficiency of workflow design?
How does Pegasystems Inc. PEGA intend to expand its market presence in industries regulated sectors, as highlighted in the Forrester Wave™ report?
**MWN-AI FAQ is based on asking OpenAI questions about Pegasystems Inc. (NASDAQ: PEGA).
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