Pega CRM Reviews

Name: Pega CRM
Brand: Pega
Rating: 4.0 (10 reviews)

Vendor: Pega

4.0 out of 5

10 reviews
100% willing to recommend

1,159 followers

What is Pega CRM?

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

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Pega CRM is the #7 ranked solution in top CRM Customer Engagement Centers and #18 ranked solution in top CRM solutions. PeerSpot users give Pega CRM an average rating of 8.0 out of 10. Based on the analysis of the 10 most recent Pega CRM reviews, the overall sentiment is positive, with a sentiment score of 7.2. (Among the highest in the category). Pega CRM is most commonly compared to Microsoft Dynamics CRM: Pega CRM vs Microsoft Dynamics CRM. Pega CRM is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 27% of all views.

Helped 824,067 peers since 2012

Featured reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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VivekIsukapalli

Principal - Low Code at LTIMindtree

My organization has built solutions for sales representatives using the product. It has a lot of AI features. We really like the solution that we have given to our customers The solution is very easy to use. The UI should be improved. It should be made easier to access. I have been using the…

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Ashwani_Singh

IT Specialist at ZS Associates

It is scalable, but it depends on the specific scenarios. When the number of requests increases significantly, we need to assess the request volume. Based on that assessment, we'll need to introduce additional servers. It's important to note that all matters related to server management are handled by the administrator. If we decide to add more servers, there will be a brief server downtime to facilitate the addition. After the new servers are added and aligned with the use case, we can proceed to restart the primary CMS server. But it needs to be done manually, so I would rate it a four out of 10.

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Pega CRM mindshare

Product category:

As of December 2024, the mindshare of Pega CRM in the CRM Customer Engagement Centers category stands at 8.4%, up from 7.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerAnalyst reports

Type	Title	Date
Category	CRM Customer Engagement Centers	Dec 22, 2024	Download
Product	Reviews, tips, and advice from real users	Dec 22, 2024	Download
Comparison	Pega CRM vs Microsoft Dynamics CRM	Dec 22, 2024	Download
Comparison	Pega CRM vs Salesforce Service Cloud	Dec 22, 2024	Download
Comparison	Pega CRM vs Oracle Fusion Service	Dec 22, 2024	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	25.8%	92%	75 interviews Add to research
Salesforce Service Cloud	4.2	19.1%	96%	51 interviews Add to research

Valuable Features

Pega CRM's valuable features include seamless integration with REST, SOAP, Kafka, SQL, and SAP; flexibility in workflow and access rules; ease of use; robust data management; unparalleled case management capabilities with reusable modular flows and clear parent-child case relationships; quick setup and configuration-driven approach reducing time to market; beneficial layer cake architecture enhancing customer engagement; out-of-the-box workflows. These features enhance productivity and operational efficiency for teams.

"The product's deployment phase was easy."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

Room for Improvement

Pega CRM has room for improvement in decisional and real-time data analysis. Its user interface falls short compared to competitors, missing packages and lacking UI modification options. Integration with PDC is not seamless. High licensing costs and unclear pricing models concern users. Stability and support systems could be enhanced. There is a need for more out-of-the-box adaptors. Allowing database-level modifications would be beneficial, and additional libraries for developers would improve functionality.

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

ROI

Pricing

Pega CRM's pricing is perceived as expensive, with a case-by-case licensing model that varies based on organizational requirements. Subscription fees typically depend on user count or cases created, often resulting in high costs. Enterprises report challenges in comprehending the pricing structure, comparing it as costly against competitors like Appian. Nonetheless, for those needing robust enterprise solutions, Pega's comprehensive functionality is acknowledged, although cost considerations may lead some to explore local alternatives.

"The pricing is on the higher side."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
"It is expensive."

Popular Use Cases

Pega CRM is widely utilized for customer service, orchestrating various systems into one platform for efficient information access. It manages client data, supports multi-channel interactions, and provides predictive analytics. Industries like banking, telecommunications, healthcare, and insurance benefit from its features for client retention, data management, and sales automation. Clients appreciate its AI capabilities, reporting tools, and adaptability to different needs, enhancing customer experience and reducing call times.

Service and Support

Pega CRM users find customer service and support highly efficient and responsive. They rate technical support positively, noting proactive involvement and easy communication with global teams. Users appreciate quick responses via the portal, consistent support, and access to a dedicated architect. Despite occasional time-consuming resolution processes, support for Pega Cloud infrastructure is robust. Weekly calls address ongoing issues efficiently, and upgrades are managed smoothly, ensuring minimal disruptions for their applications.

Deployment

Pega CRM's initial setup is less cumbersome with cloud use and easier deployments via Pega Deployment Manager. It is straightforward, though requires a system or DevOps team for pipeline setup. App Studio simplifies application building, enabling business analysts to work on cases and UI without technical knowledge. Configuration and data setup are critical, with a three to four-month timeline for a minimum viable product. Deployment is quick, often taking less than an hour.

Scalability

Pega CRM is recognized for its scalability through adherence to best practices. Users mention deploying more servers as needed, benefiting from a Java-based system. The scalability rating varies, with some noting good performance even under significant user load, while others find manual server adjustments necessary. Overall ratings differ slightly, but the general consensus is that Pega CRM effectively handles diverse scenarios, though it may offer fewer features compared to similar platforms.

Stability

Pega CRM is generally stable, receiving ratings between seven and eight out of ten. Challenges arise occasionally, such as during secure site development and integration creation, but improvements in newer versions are noted. It is valued for its global support, though some sluggishness is reported in the United States. Factors like customer acceptance, usability, and intelligence influence stability perceptions, showing both positives and negatives.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Pega CRM Buyer's Guide for additional reliable information.