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Pegasystems - Pega Infinity™ CRM Suite


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Pegasystems Inc
Company Description: Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s 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.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: CRM Suite - Enterprise - New Version

Nomination Title: Pega Infinity™: Revolutionizing How Businesses Engage With Their Customers

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and sales to date:

In June 2018, PegasystemsannouncedPega Infinity™– the digital transformation suite enabling businesses to improve customer engagement and operational efficiency. But it’s more than just the biggestproduct launchin Pega’s history – it provides aroadmap for successful digital transformation, witha laundry list of customer engagement, automation, and app development functionalityincluding:

  • Self-optimizing, AI-powered marketing campaignsto automatically determine the best audience and offers for each marketing campaign.
  • New dynamic customer interfacetemplates that quickly enable clients to deploy engagingdigital consumer experiences– from opening a new account to servicing a customer issue – across any channel.
  • Alibrary of botsthat help save time on common business tasks with Pega Robotic Automation, which now comes included with every Pega Infinity license.
  • Integration designerfeatures enabling clients to connect Pega apps to other services, systems, and data sources with a simple drag-and-drop interface.

Pega Infinity™ is theonlysolution unifying customer engagement and digital process automation (DPA) software on a single platform, including Pega’s applications for sales and customer service. It uses AI to anticipate and adapt to customers’ needs throughout the customer journey. By engaging customers with the right message, at the right time, through any channel, users improve customer satisfaction while increasing customer lifetime value. It’s built on Pega Platform, the industry-leading no-code application development that connects to existing systems, automates processes across the enterprise, and drives superior customer engagement and operational excellence. Offerings within Pega Infinity™ include (but are not limited to) the following:

  • Pega Customer Servicepredicts and manages complex customer journeys by using AI to anticipate customer needs, connect customers to the right people and systems, and automate or intelligently guide each step of every interaction.
  • Pega Sales Automation, an industry-leading sales engagement and enablement tool that uses AI to predict and drive the right insights, content, and actions for every sales situation, helping organizations sell smarter, bust quotas, and simplify sales.
  • Pega Customer Decision Hub, an always-on CRM brain providing centralized AI across applications. Using predictive analytics and decisioning, organizations can quickly analyze customer information, surface unique insights, and make optimal decisions across engagement channels.
  • Pega Marketinguses AI to deploy the message the customer wants, when they want it, on the optimal channel, enabling one-to-one engagements that drive customer satisfaction.
  • Pega Robotic Automationenables organizations to automate tedious, time-consuming manual tasks, enabling more satisfied customers and employees.
  • Pega Workforce Intelligencecollects and analyzes information enabling managers to maximize workforce productivity by better understanding productivity roadblocks.

The industry continues to recognize Pega’s customer engagement capabilities, recognized as a Leader in the2018 Gartner Magic Quadrant for CRM Customer Engagement Center, as well as being namedthemarket leader in theOvum Decision Matrix: Selecting a Customer Engagement Platform, 2018-2019(more analyst recognitionhere), and recently won aBest in Biz Award. The media has noticed, too – coverage of the Pega Infinity™launch included headlines likePega: From CRM to InfinityandTo Infinity and Beyond With Pega’s Enterprise AI Solutions, praising Pega with statements like:“Many businesses struggle with juggling different tools to improve marketing, customer service and operations. Pega allows enterprises to streamline and manage those tools with their new software suite, Pega Infinity, which leverages machine learning and robotic process automation (RPA).”

Customers come to Pega frustrated by other vendors’ incompatible CRM solutions that create data silos, leading to poor customer experiences.No other CRM competitor combines industry-leading case management, real-time AI, and DPA together on a unified customer engagement platform. Pega Infinity™does it all: provides intelligent customer experiences on the front end while driving work on the back end so it all comes together seamlessly in a customer-centric solution that drives better sales, customer service, and everything in between.