Save or Share this Report

For Application Development & Delivery Professionals

Pegasystems Acquires Building Blocks For Next-Generation CRM

Signals Major Change For Enterprise Applications

April 7, 2010


Why Read This Report

For quite some time, Pegasystems (Pega) has pursued customer experience and customer service business through its strong rules-based business process management (BPM) offering and customer process management framework application. Now Pega has thrown down the gauntlet to other CRM vendors by acquiring Chordiant, a CRM vendor that could provide key pieces that Pega lacks. Pega isn't abandoning the mainstream BPM market in favor of CRM — it's just strengthening its hand by more forcefully connecting business process and the delivery of great customer experiences. Apart from new marketing automation and analytics capabilities, Pega also gets solid tier one customers in new sectors, a valuable team of engineers and CRM domain experts, and new sales channels. Rather than a major apps vendor buying a BPM suites vendor, this is the first time we've seen a major BPM suites vendor buy an apps vendor. The most important takeaway? Packaged suites are slowly giving ground to BPM-enabled processes. This acquisition signals the next wave of investments as packaged apps move to legacy status.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).