Wave Report

The Forrester Wave™: Dynamic Case Management, Q1 2011

Pegasystems And IBM Lead, With EMC, Appian, Singularity, And Global 360 Close Behind

January 31st, 2011
Craig Le Clair, Vice President, Principal Analyst
Craig Le Clair Vice President, Principal Analyst
Derek Miers, null
Derek Miers
With contributor:
Connie Moore

Summary

In Forrester's 57-criteria evaluation of dynamic case management (DCM) vendors, Pegasystems, IBM, EMC, Appian, Singularity, and Global 360 led with the most dynamic, visionary platforms. Pegasystems excelled with strong capability in all process areas — particularly service requests — supported by a sophisticated rules engine that automates case progression. IBM's strong content management capabilities and strategic positioning lifted it into the Leader category. EMC demonstrated powerful DCM capabilities focused on its traditionally strong content management offering. Appian shone with its emphasis on collaboration supported by the new Appian Tempo interface. Singularity demonstrated a long-term commitment to and vision of DCM, underpinned by strong support for complex timelines and skills management. Global 360 completed the Leaders group with its user-centric, persona-based interface, complimented by automation and event management capabilities. Strong Performers included Pallas Athena, Sword Ciboodle, and Cordys — all offering robust platforms that provide innovation in different DCM areas. ActionBase ranks as a Contender, filling the gap between email chaos and process-centric DCM.

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