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."The control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."
"The solution is scalable."
"This is a scalable solution."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."
"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."
"The initial setup is very easy."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"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 product's deployment phase was easy."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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 case management feature is really valuable."
"The solution is very easy to use."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."
"Better integration would be an improvement."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"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 a little bit easier if there were better ways to configure and modify native add-ins or plugins."
"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."
"The overall price of Microsoft Dynamics CRM could improve."
"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 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"
"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."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI is lagging and needs to be improved."
"They should enable the data-driven streaming feature inside it."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 10 reviews. Microsoft Dynamics CRM is rated 7.6, while Pega CRM is rated 8.0. 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 "Case management feature is valuable but the pricing is expensive". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Marketo, whereas Pega CRM is most compared with Pega Robotic Process Automation, Siebel CRM, Genesys Cloud CX, HubSpot CRM and Vlocity. See our Microsoft Dynamics CRM vs. Pega CRM report.
See our list of best CRM Customer Engagement Centers vendors and best CRM 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.
