Pegasystems announced it has been named a leader in customer case management in CRM Magazine’s 2018 CRM Service Awards. This is the second consecutive year CRM Magazine has recognized Pega after naming the company as the “one to watch” in the same category in 2017.

The 2018 CRM Service Awards honored Pega based on customer satisfaction, depth of functionality, company direction, and cost. Judges recognized Pega for its strong business process and case management capabilities that orchestrate real-time, end-to-end customer journeys. Additionally, judges noted Pega’s artificial intelligence (AI)-based predictive analytics and next-best action capabilities make Pega a leader in process-oriented CRM, ensuring consistent customer journeys across channels.

Pega’s end-to-end suite of customer engagement applications for marketing, sales, and customer service is powered by Pega® Customer Decision Hub, its real-time artificial intelligence (AI) engine. Built on Pega® Platform, the industry-leading application development platform, Pega’s CRM solutions enable clients to anticipate customers’ changing needs and provide personalized, AI-driven recommendations throughout the customer journey.

The CRM Service Awards are issued by CRM Magazine, a leading resource covering the customer relationship management industry. In its 15th year, the CRM Service Awards honor innovation and success in customer service, recognizing vendors using AI, automation, and other new technologies to effectively manage customers.

“With more ways to interact with customers than ever before, one core principal remains the same: interactions need to be relevant, personal, and offer value to the customer,” said Don Schuerman, CTO and vice president, product marketing, Pegasystems. “This award recognizes how Pega continues to evolve the CRM industry with its AI-based case management capabilities so organizations can orchestrate automated, end-to-end journeys across channels and optimize customer engagement.”