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Pega Named a Leader in Real-Time Interaction Management Software by Independent Research Firm

via Business Wire

Pega Customer Decision Hub and Pega Customer Engagement Blueprint earned top scores in 'Current Offering' and 'Strategy' categories

Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company™, today announced Forrester Research named Pega a Leader in The Forrester Wave™: Real-Time Interaction Management Software (RTIMS), Q4 2025 report (1). Pega earned top scores in both the ‘Current Offering’ and ‘Strategy’ categories, and received the highest scores possible in 25 of the 28 total evaluation criteria.

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The Forrester Wave™: Real-Time Interaction Management Software, Q4 2025

The Forrester Wave™: Real-Time Interaction Management Software, Q4 2025

The report explains, “Pega’s Customer Decision Hub (CDH) is a centralized RTIMS platform that reinforces Pega’s vision for center-out enterprise transformation,” and that “Pegasystems dominates the RTIMS market with its vision for enterprise deployments focused on customer value realization as a critical business driver.” On its capabilities, Forrester’s evaluation says, “Pega excels at cross-functional decisioning and orchestration. Its enterprise data integration and real-time AI model execution optimize both customer experiences and business goals.”

According to the Forrester report, “Reference customers universally recounted using Pega for consistent real-time decisions across digital and human-assisted channels, with strong adoption for marketing, sales, and service use cases. They boasted significant uplift in both engagement and efficiency, praised Pega’s flexibility and transparency, and articulated plans to use Pega Customer Engagement Blueprint to accelerate ideation, scale personalization, and help navigate the solution’s complexity. Pegasystems is a Customer Favorite in this evaluation.”

Ultimately, the Forrester evaluation concluded Pega’s profile with, “Pegasystems is the top choice for enterprises ready to supercharge their customer-obsessed growth engines with NBA and NBX decisioning capabilities.”

Pega was among the seven most significant RTIMS providers evaluated for the report, and received the highest scores possible in the following ‘Current Offering’ criteria: customer journey analytics, AI workbench and governance, predictive AI, generative AI, real-time decisioning, inbound digital orchestration, outbound digital orchestration, contact center orchestration, customer strategy optimization, business performance optimization, customer data integration, and enterprise integration and usability, among others. Pega also received the highest scores possible in all ‘Strategy” criteria, including vision, innovation, roadmap, partner ecosystem, pricing flexibility and transparency, community, and supporting services and offerings.

Forrester evaluated Pega Customer Decision Hub™, an always-on ‘brain’ providing centralized AI across all customer touchpoints to optimize interactions and maximize customer value. Its predictive analytics and customer decision management helps enable enterprises to surface insights and adapt quickly, recommending hyper-personalized next-best actions in real time. The evaluation also recognized Pega Customer Engagement Blueprint™, a collaborative, gen AI-powered design tool that helps marketing, customer experience, and AI practitioners transform customer engagement programs into modern, agent-driven experiences with precision, speed, and clarity.

This report is among Pega's many recent analyst firm recognitions for its customer engagement, enterprise AI, and automation capabilities. Recently, Pega was recognized as a Leader in the Gartner® Magic Quadrant for Business Orchestration and Automation Technologies (2), and the Gartner® Magic Quadrant for Process Mining Platforms 2025 (3). It was also named a Leader in The Forrester Wave™: AI Decisioning Platforms, Q2 2025 (4). The Forrester Wave™: Customer Relationship Management Software, Q1 2025 (5). For more background on these and additional analyst reports, visit www.pega.com/analyst-reports.

Quotes & Commentary:

“Enterprises are being bombarded with AI solutions promising to deliver real-time insights to better connect with customers, but most lack the intelligence, governance, and speed to make the right recommendations at the right time,” said Dr. Rob Walker, general manager, 1:1 customer engagement, Pega. “We believe this latest recognition from Forrester is a testament to Pega’s relentless focus on providing enterprise-grade solutions that consistently deliver exceptional customer experiences. With Pega Customer Decision Hub and Pega Blueprint, we’re empowering organizations to harness AI-driven decisioning and orchestration across every channel to drive smarter engagement, greater agility, and transformative business outcomes.”

Supporting Resources:

  1. 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
  2. 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
  3. Gartner, Inc., “Magic Quadrant for Process Mining Platforms, Q1, 2025,” by Tushar Srivastava, Marc Kerremans, David Sugden, April 16, 2025
  4. 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
  5. 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 is The Enterprise Transformation Company™ that helps organizations Build for Change® with enterprise AI decisioning and workflow automation. Many of the world’s most influential businesses rely on our platform to solve their most pressing challenges, from personalizing engagement to automating service to streamlining operations. Since 1983, we’ve built our scalable and flexible architecture to help enterprises meet today’s customer demands while continuously transforming for tomorrow. For more information on Pega (NASDAQ: PEGA), visit www.pega.com.

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