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Top Independent Analyst Firm Names Pega a Leader in Healthcare CRM

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Pega scored highest of all evaluated vendors in ‘current offering’ category

Pegasystems Inc., the software company empowering digital transformation at the world’s leading enterprises, announced it has been named a Leader in the Forrester Research report, The Forrester Wave : Healthcare CRM Providers, Q1 2020 (1). Pega received the highest score in the current offering category, tied for the highest score in the market presence category, and was named one of two Leaders.

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Forrester evaluated seven healthcare CRM providers against 31 individual criteria grouped into three high-level categories – current offering, strategy, and market presence. Pega scored the highest of all evaluated vendors in the current offering category, which includes criteria such as predictive analytics, patient/member 360-degree view, security and access, and omnichannel capabilities, among others. Pega also tied for highest score in the market presence category and had the second-highest score in the strategy category.

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Forrester evaluated Pega Customer Service for Healthcare, part of Pega’s suite of healthcare applications, which also includes Pega Care ManagementTM, Pega Customer Decision HubTM, and Pega Sales AutomationTM for Healthcare. The report notes, “Pegasystems leads with real-time insights that enable personalization. Pegasystems has deep roots in healthcare and a demonstrated heritage in business process management.” The report goes on to state that, “Pega Customer Service for Healthcare has robust and deep domain-level capabilities configured to meet the unique demands of HCOs (healthcare organizations). The underpinning AI surfaces insights on customer engagement, at the speed of conversation, which helps HCOs provide more personalized, contextual, and proactive experiences, even as customers cross channels.”

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