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This report provides insight on Pega from Pegasystems and what makes it a good fit for omnichannel orchestration of the customer experience.


  • Four core capabilities supported by 13 attributes must be supported to deliver true omnichannel.
  • Pega provides a highly adaptive and intelligent customer engagement hub.
  • Robotic process automation frees employees from nonproductive activities by automatically identifying opportunities and automating them.

Features and Benefits

  • Provides an analysis of Pega that enterprises with ambitions to deliver omnichannel capabilities will find useful.
  • Enables enterprises to evaluate the suitability of the solution for the role of intelligent omnichannel orchestration.

Key questions answered

  • What is required to develop a true omnichannel capability?
  • How does Pega support the omnichannel capability?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for Pegasystems

4 core capabilities supported by 13 attributes must be supported to deliver true omnichannel

  • Recognize the customer or persona
  • Orchestrate the customer experience throughout the customer journey – based on real-time predictive intelligence
  • Adapt continuously to remain relevant
  • Protect the customer

Pega provides a highly adaptive and intelligent customer engagement hub

  • Background on Pegasystems and Pega
  • Pega enables the 4 core capabilities and 13 attributes

RPA frees employees from nonproductive activities

  • Pegasystems' acquisition of OpenSpan has brought RPA to customer engagement
  • Customers report positive results with Pega


  • Methodology
  • Further reading
  • Author

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