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Microsoft Dynamics CRM vs Pega CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Ranking in CRM
2nd
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
78
Ranking in other categories
Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
Pega CRM
Ranking in CRM Customer Engagement Centers
5th
Ranking in CRM
18th
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.8%, down from 26.3% compared to the previous year. The mindshare of Pega CRM is 8.9%, down from 9.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Rishabh Chhajer - PeerSpot reviewer
Intuitive APIs, customizable design, but dashboards could improve
The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.
Srinivas Ganisetti - PeerSpot reviewer
Case management feature is valuable but the pricing is expensive
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.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable feature is the reporting tab."
"The solution's return on investment is worth it."
"The feature I like best in Microsoft Dynamics CRM is being able to market to segments instead of choosing individual people to market to."
"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."
"The most valuable feature of Microsoft Dynamics CRM is the campaign feature."
"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."
"For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs."
"The stability is excellent."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The product's deployment phase was easy."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The case management feature is really valuable."
"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."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The solution is very easy to use."
"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."
 

Cons

"Dynamic's management could be improved. The tech management should have better technical capabilities."
"It would be a little bit easier if there were better ways to configure and modify native add-ins or plugins."
"From my experience, the solution's tech support could improve with a quicker response time."
"Better integration would be an improvement."
"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."
"The UI and GUI could be improved."
"Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out."
"This CRM system needs to be more configurable. Its performance still needs improvement, because its screens hang while querying data. It's also not highly scalable, so scalability also needs improvement."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The UI should be improved."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"They should enable the data-driven streaming feature inside it."
"The UI is lagging and needs to be improved."
"The solution has room for improvement around decisional and real-time data analysis."
 

Pricing and Cost Advice

"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
"Microsoft Dynamics CRM's price is too high."
"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."
"It's kind of pricey. It's about $50 or $60 per user."
"I'm not aware of any licensing costs for Microsoft Dynamics CRM."
"The cost could be cheaper. I would rate them 3 out of 5."
"My organization pays for the license, and I do not know how much it costs."
"The solution is expensive."
"It is expensive."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Government
11%
Financial Services Firm
10%
Manufacturing Company
8%
Financial Services Firm
26%
Computer Software Company
14%
Real Estate/Law Firm
6%
Comms Service Provider
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the com...
What is your primary use case for Microsoft Dynamics CRM?
We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...
What do you like most about Pega CRM?
The product's deployment phase was easy.
What needs improvement with Pega CRM?
The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...
What is your primary use case for Pega CRM?
Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...
 

Also Known As

Dynamics CRM, MS Dynamics CRM
Chordiant
 

Overview

 

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
The State of Maine, Aegis, Aegon, AIG Japan, ING
Find out what your peers are saying about Microsoft Dynamics CRM vs. Pega CRM and other solutions. Updated: April 2025.
849,190 professionals have used our research since 2012.