We performed a comparison between Pega CRM and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The product's deployment phase was easy."
"The solution is very easy to use."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The case management feature is really valuable."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"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."
"It is a stable product."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The interface is quite user-friendly."
"The complexity of the solution is very less."
"The most valuable feature of the solution is the traceability of actions."
"The product's initial setup phase was straightforward."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"There is an out-of-the-box feature for reporting and analytics"
"The UI should be improved."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The solution has room for improvement around decisional and real-time data analysis."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"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."
"They should enable the data-driven streaming feature inside it."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The main concern for me revolves around the speed of certain integrations."
"The pricing of the solution can be made cheaper."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"There is room for improvement in pricing."
"The solution’s user interface could be improved."
"The documentation could be improved."
"The product's high price is an area of concern where improvements are required."
Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 43 reviews. Pega CRM is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and Salesforce Sales Cloud, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Pega CRM vs. Salesforce Service Cloud report.
See our list of best CRM Customer Engagement Centers vendors.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.