The Forrester Wave™: Dynamic Case Management, Q1 2014

In Forrester's 38-criteria evaluation of dynamic case management (DCM) vendors, we identified, researched, analyzed, and scored the 13 most significant software providers — Pegasystems, Be Informed, Kana Software, IBM, Isis Papyrus, Appian, OpenText, EMC, Kofax, Whitestein Technologies, DST Systems, Oracle, and Hyland Software. This research highlights emerging adaptive features that will help enterprises tackle increasing volumes of varied and unstructured work. To do this we evaluated vendors in two categories reflecting these new features: design time and runtime. Pegasystems, Be Informed, Kana, and IBM were Leaders in overall capabilities with balanced strengths across both design time and runtime capabilities. This report details our findings on how well each vendor fulfills our criteria and where it stands in relation to other vendors in these categories to help enterprise architects select the right solution to support launching and scaling enterprisewide DCM.