We performed a comparison between Pega CRM and SugarCRM Platform 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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"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."
"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."
"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."
"The most valuable aspect of this solution is its low cost."
"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."
"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."
"It works well with Jira. You can customize it to fit your needs."
"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 solution has room for improvement around decisional and real-time data analysis."
"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."
"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"
"They should enable the data-driven streaming feature inside it."
"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."
"I would like to see more integration on a mobile platform in the next release."
"It lacks customization, and this is the main reason that we are switching to a different solution."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"You cannot include all your entities under one instance at the moment."
Pega CRM is ranked 6th in CRM Customer Engagement Centers with 9 reviews while SugarCRM Platform is ranked 9th in CRM Customer Engagement Centers with 11 reviews. Pega CRM is rated 8.2, while SugarCRM Platform is rated 7.0. 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 SugarCRM Platform writes "User-friendly and allows for creating your own modules". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and HubSpot CRM, whereas SugarCRM Platform is most compared with Salesforce Sales Cloud. See our Pega CRM vs. SugarCRM Platform 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.
