Pega Customer Service vs Vtiger CRM comparison

Pega and Vtiger are both solutions in the CRM category. Pega is ranked #30 with an average rating of 8.5, while Vtiger is ranked #34 with an average rating of 7.0. Pega holds a 0.2% mindshare in CRM, compared to Vtiger’s 0.7% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 100% of Vtiger users who would recommend it.

Pega Customer Service

Read 4 Pega Customer Service reviews

106 Views
46 Comparison Views

100% willing to recommend

Vtiger CRM

Read 3 Vtiger CRM reviews

371 Views
171 Comparison Views

100% willing to recommend

Pega Customer Service

Vtiger CRM

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Executive SummaryUpdated on Dec 19, 2024

Vtiger CRM and Pega Customer Service compete in business process management and customer relationship management. Vtiger CRM edges ahead with its favorable pricing and support, while Pega Customer Service leads with its advanced features.

Features: Vtiger CRM offers sales automation, marketing campaign management, and a streamlined communication interface. Pega Customer Service includes advanced case management, robust analytics, and AI-driven process automation.

Ease of Deployment and Customer Service: Vtiger CRM is known for its straightforward cloud and on-premise deployment models, making it accessible with flexible customer service support. Pega Customer Service provides extensive customization options but requires skilled IT support due to its complex deployment process. Pega's customer service is commendable for its responsiveness and technical assistance.

Pricing and ROI: Vtiger CRM's competitive pricing model and flexible subscription options offer a favorable ROI for small to medium-sized businesses. Pega Customer Service, with a higher initial investment, provides significant long-term ROI through enhanced process efficiencies and advanced capabilities, particularly suited for large enterprises seeking customization.

To learn more, read our detailed Pega Customer Service vs. Vtiger CRM Report (Updated: April 2025).

Buyer's Guide

Pega Customer Service vs. Vtiger CRM

April 2025

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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

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Vtiger CRM

Ranking in CRM

34th

Average Rating

7.6

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

Sales Force Automation (11th)

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Pega Customer Service is 0.2%, up from 0.1% compared to the previous year. The mindshare of Vtiger CRM is 0.7%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Balaji Choda

Architect at American Express

Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

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Valdi Venter

Owner | Director of Operations at Expert Technology Solutions

A modular, easy-to-use solution that needs to improve support and include automation

There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.

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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 of the solution is case management and different configurations."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"The product is scalable. It works efficiently for changing existing features."

"Pega Customer Service is scalable."

"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."

"The most valuable feature of Vtiger CRM is automation."

Cons

"The licensing cost could also be improved."

"The only concern I have seen about the product is its prices."

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."

"The mobile design could improve in Vtiger CRM. It could be more user-friendly."

Pricing and Cost Advice

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

"The tool's pricing is flexible, and I rate it four to five out of ten."

"We are using the free open-source version of Vtiger CRM."

"The price doesn't change when you add users. It's a flat fee, and that's attractive."

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Top Industries

By visitors reading reviews

No data available

Educational Organization

66%

Real Estate/Law Firm

Computer Software Company

Logistics Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

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What is your experience regarding pricing and costs for Pega Customer Service?

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

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What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

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What do you like most about Vtiger CRM?

The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex.

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What is your experience regarding pricing and costs for Vtiger CRM?

The pricing, compared to other solutions, is very good. The price doesn't change when you add users. It's a flat fee, and that's attractive. Especially in South Africa, when you're working in Rand,...

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What needs improvement with Vtiger CRM?

See all answers

Comparisons

No data available

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Product Reports

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Download Pega Customer Service product report

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Also Known As

No data available

Vtiger Sales CRM

Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

vtiger CRM truly delivers tons of features at low cost. Vtiger manages everything from marketing campaigns, to sales force automation, to customer support.

Vtiger

Sample Customers

Information Not Available

Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors

Buyer's Guide

Pega Customer Service vs. Vtiger CRM

April 2025

Free Report: Pega Customer Service vs. Vtiger CRM

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