Gartner Positions Pega as a Leader in the 2013 Magic Quadrant for the CRM Customer Engagement Center
Gartner's 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of "any channel" customer service engagement. As detailed in the report: “The CRM customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel.” 

"The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media — while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers."

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Gartner Magic Quadrant for the CRM Customer Engagement Center, Michael Maoz, 13 May 2013 

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