We performed a comparison between Microsoft Dynamics CRM and Pega CRM 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."Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"The solution is versatile and customizable."
"Technical support is completely good."
"The most valuable feature of Microsoft Dynamics CRM is the integration with Microsoft Office 365."
"It is good for sales and service maintenance. It has various integration tools."
"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"The most valuable feature of Microsoft Dynamics CRM is its performance."
"The case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"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."
"The solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"Overall, the solution could be made to be more user friendly."
"The integration capability with other systems could be improved, particularly the Lead Generation system."
"It lacks to provide a more detailed profile of the customer, which would have been better and more useful."
"The solution could improve by having better integration documentation."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"This solution would be easier to use if everything was displayed on one page, to avoid moving from one tab to another tab to add documents or add comments."
"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"The UI is lagging and needs to 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."
"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."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The solution has room for improvement around decisional and real-time data analysis."
"The UI should be improved."
"They should enable the data-driven streaming feature inside it."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 43 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 7 reviews. Microsoft Dynamics CRM is rated 7.6, while Pega CRM is rated 8.2. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Pega CRM writes "Low-code platform, many tasks are configurable, eliminating the need for custom coding from scratch and offers beautiful dashboard and offers a lot of out-of-the-box configurations". Microsoft Dynamics CRM is most compared with ServiceNow, SAP CRM, Salesforce Sales Cloud, Siebel CRM and Marketo, whereas Pega CRM is most compared with Pega Robotic Process Automation, Genesys Cloud CX, Siebel CRM, Vlocity and HubSpot CRM. See our Microsoft Dynamics CRM vs. Pega CRM report.
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