Microsoft Dynamics CRM vs Pega CRM comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed Microsoft Dynamics CRM vs. Pega CRM Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"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."

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Cons
"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."

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"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."

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Pricing and Cost Advice
  • "We have to buy a separate license in order to implement the social listening feature."
  • "It's kind of pricey. It's about $50 or $60 per user."
  • "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."
  • "There is a license required to use Microsoft Dynamics CRM."
  • "The price of the solution is good but could be cheaper."
  • "We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
  • "Pricing for this software could be cheaper."
  • "The solution is open source and is free. However, it does require a Dynamics 365 subscription."
  • More Microsoft Dynamics CRM Pricing and Cost Advice →

  • "It is expensive."
  • "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."
  • More Pega CRM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
    Top Answer:The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how… more »
    Top Answer:We use Microsoft Dynamics CRM to control sales advancements in our company.
    Top Answer:We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors.
    Top Answer:They should enable the data-driven streaming feature inside it.
    Top Answer:We use Pega CRM for database purposes.
    Ranking
    Views
    709
    Comparisons
    687
    Reviews
    38
    Average Words per Review
    408
    Rating
    7.6
    Views
    289
    Comparisons
    217
    Reviews
    5
    Average Words per Review
    470
    Rating
    8.4
    Comparisons
    Also Known As
    Dynamics CRM, MS Dynamics CRM
    Chordiant
    Learn More
    Pega
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    Overview

    Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

    One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

    In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

    Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

    Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
    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
    Top Industries
    REVIEWERS
    Computer Software Company29%
    Financial Services Firm19%
    Manufacturing Company10%
    Comms Service Provider6%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Government11%
    Financial Services Firm10%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Financial Services Firm24%
    Computer Software Company13%
    Real Estate/Law Firm6%
    Government6%
    Company Size
    REVIEWERS
    Small Business52%
    Midsize Enterprise28%
    Large Enterprise20%
    VISITORS READING REVIEWS
    Small Business26%
    Midsize Enterprise17%
    Large Enterprise57%
    REVIEWERS
    Midsize Enterprise22%
    Large Enterprise78%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise11%
    Large Enterprise69%
    Buyer's Guide
    Microsoft Dynamics CRM vs. Pega CRM
    March 2024
    Find out what your peers are saying about Microsoft Dynamics CRM vs. Pega CRM and other solutions. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    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.

    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.