Pega CRM is an enterprise-level customer relationship management (CRM) solution by Pegasystems, a leading provider of business process management (BPM) solutions. It includes sales, marketing and customer service applications, complete with back-office case management, omnichannel engagement and next best-action predictive analytics.
Pega CRM was recognized as a “leader” in Gartner’s 2014 Customer Engagement Center Magic Quadrant, receiving high marks from customers for ticket management and role- and skills-based ticket routing. Thus, it’s a good fit for very large companies that need to process high volumes of complex customer inquiries. Similarly, Pega’s sales force automation application leverages BPM to optimize processes and present reps with recommended next steps throughout the sales process.
Due to its BPM-centric, model-based design, Pega CRM is best suited for industries with frequent changes in high-complexity processes, such as healthcare, insurance and financial services.