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Gartner’s Magic Quadrant For CRM: The Top 14 Vendors In 2019

Salesforce, Oracle and ServiceNow are just a few of the 14 vendors who made Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Center.

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Leader: Pegasystems

The Cambridge, Mass.-based company ranks as a ‘Leader’ in the Magic Quadrant mainly because of the company’s ability to address complex customer service goals, investment in clients success and its low-code innovation strategy. The company ranks No. 2 in both execution and vision on the Magic Quadrant. Pegasystems specializes in customer engagement and case workflow automation capabilities, which are part of its Pega Customer Service product. Pegasystems offers Platform-as-a-Service (PaaS) application developer capabilities to complement its CEC solution. The company reported $950 million in total revenue last year, up 12 percent year-on-year, with more than 50 percent coming from CRM applications and CEC software licensing. In June, Pegasystems launched new digital messaging capabilities within Pega Customer Service allowing clients to seamlessly connect with customer regardless of which messaging application they choose.

Strength: Pegasystems’ low-code innovation makes it simple to extend its solution and combine third-party technologies, customer touchpoints, workflows and AI to provide a differentiated end-to-end customer experience.

Weakness: The company received the lowest score out of all the vendors on the Magic Quadrant from references customers in terms of cost relative to value delivered.

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