Pega Secures Leadership Position in Real-Time Interaction Management

The Forrester report emphasizes Pega’s Customer Decision Hub (CDH), a centralized platform for real-time interaction management that aligns with Pega’s vision for center-out enterprise transformation. This strategic positioning has allowed Pega to dominate the RTIMS market, focusing on customer value realization as a critical business driver.

Forrester’s evaluation notes, “Pega excels at cross-functional decisioning and orchestration,” highlighting the company's strong capabilities in enterprise data integration and real-time AI model execution. These features not only optimize customer experiences but also align with business goals, reinforcing Pega's competitive edge in the market.

The Forrester report further points out that reference customers universally reported positive experiences using Pega for consistent real-time decisions across both digital and human-assisted channels. With strong adoption in marketing, sales, and service use cases, these customers noted significant improvements in engagement and operational efficiency. They also praised Pega’s flexibility and transparency, with plans to leverage the Pega Customer Engagement Blueprint to enhance personalization and navigate the complexities of customer engagement.

Pega has been recognized as a Customer Favorite in this evaluation, a testament to its commitment to delivering value and satisfaction to its users.

Pega was one of seven significant RTIMS providers evaluated in the report, achieving the highest scores in several ‘Current Offering’ criteria including:

In the Strategy category, Pega also received the highest scores for vision, innovation, roadmap, partner ecosystem, pricing flexibility, community engagement, and supporting services.

The report highlighted Pega’s Customer Decision Hub™, an always-on AI “brain” that centralizes decision-making across all customer touchpoints. This innovative solution enables enterprises to quickly surface insights and adapt to changing customer needs, recommending hyper-personalized next-best actions in real-time.

Additionally, the Pega Customer Engagement Blueprint™ was recognized as a powerful tool that aids marketing and customer experience professionals in transforming customer engagement programs into modern, agent-driven experiences.

Pega’s recognition in the Forrester Wave report adds to a series of accolades the company has received recently. It has also been recognized as a Leader in the Gartner Magic Quadrant for Business Orchestration and Automation Technologies, as well as for Process Mining Platforms in 2025. Furthermore, it was named a Leader in the Forrester Wave for AI Decisioning Platforms and Customer Relationship Management Software earlier this year.

Dr. Rob Walker, General Manager of 1:1 Customer Engagement at Pega, commented on the significance of this recognition: “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.” He emphasized that Pega’s focus is on providing enterprise-grade solutions that consistently enhance customer experiences, empowering organizations to utilize AI-driven decisioning and orchestration effectively.

Pega's latest recognition as a leader in real-time interaction management underscores its commitment to innovation and excellence in customer engagement. As businesses continue to seek ways to enhance customer experiences through technology, Pega stands out as a formidable partner in driving smarter engagement, greater agility, and transformative business outcomes.