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Affinity vs Pega Customer Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Affinity
Ranking in CRM
40th
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Pega Customer Service
Ranking in CRM
31st
Average Rating
8.6
Reviews Sentiment
6.0
Number of Reviews
6
Ranking in other categories
AI Customer Support (76th)
 

Mindshare comparison

As of August 2026, in the CRM category, the mindshare of Affinity is 0.7%, down from 1.4% compared to the previous year. The mindshare of Pega Customer Service is 0.5%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Mindshare Distribution
ProductMindshare (%)
Pega Customer Service0.5%
Affinity0.7%
Other98.8%
CRM
 

Featured Reviews

Marcus Quinn - PeerSpot reviewer
Chief Information Officer at Business Growth & Software Development Consultancy
Open source, stable and capable of working with existing Adobe files
Affinity Photo needs to work more. They need to align as much as possible with the shortcuts and keystrokes of Adobe. It's just because when you learn a tool as a professional, you tend to learn all the shortcuts and keystrokes. And if they're not the same as the same type of products that you migrated from, you lose productivity because you forget how to do things. You don't know where things are on the menu. You don't know the icon for it because you just know it as, "Oh, if I press this key, I get that." You forget the user interface. You just remember the keystrokes and the shortcuts. So, if that could align as much as possible with what I'm used to from Adobe, that would be good. And there's another product I use called Pixelmator Pro. And as much as I wish Affinity Photos did everything that Photoshop did, I actually ended up using this other product, Pixelmator, more for image editing because I just find it faster and more in line with what I remember from Photoshop. So, they are good. They've designed a good product. It's just the shortcuts and keystrokes need to match what people are used to, especially coming from Adobe because, let's say, it didn't exist. Affinity is a newer product.
Kishore-Panathula - PeerSpot reviewer
Sr. Architect-CLSA at Wipro Limited
Unified customer service has provided real-time insights and supports flexible, intuitive workflows
We have a customer service application for customer service in a smaller group, and for most purposes, we use the direct platform. It is a unified channel that depends upon the business. We do not use all channels, but we leverage them wherever they are applicable. The interface is intuitive and depends upon the business. Whenever there is a request for information, we come up with a design and then provide the opportunity to see if it is usable or if they would prefer it in another fashion. Out of the box, it is acceptable. It has all the features required for supporting the customer service side. Although we are not using the voice feature, it gives people the flexibility to interact and get real information. Real-time information is available. It includes both a dashboard and the customer service front desk UI.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The most valuable features of Affinity are the connection features it provides because you have a large database of startups. The people who worked in the companies and founded them are displayed in Affinity. It can show if they are using some special intelligence feature and that you may know this person, of your connections. For example, if they know the person. It works similar to the way LinkedIn does when you seek a connection. Additionally, Affinity shows how close this person is and how often they contact each other."
"The most valuable features of Affinity are the connection features it provides because you have a large database of startups."
"For me, the most valuable feature is the fact that they work with existing Adobe files. And open and edit PDFs and web-optimized exports. It's been very good."
"I like that it's completely automated. It's a very robust system. You are not going to have faults in it."
"We are using Affinity as a very robust contact list."
"The product is scalable. It works efficiently for changing existing features."
"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."
"The most valuable feature of the solution is case management and different configurations."
"It has all the features required for supporting the customer service side, and although we are not using the voice feature, it gives people the flexibility to interact and get real information with real-time information available."
"Pega Customer Service is scalable."
 

Cons

"It would be better if it were "pay-per-user" instead of "pay-per-account." For example, I'm Siddharth Mallya, and I have two email accounts. Each of those accounts is a separate payable account for me. For instance, I have created a network using my personal email ID, and now I have moved to my company email ID. It'll choose any one of those accounts, and that will become my paid account. For example, if I put in my personal email ID, then that's the account that I pay for. But I'm no longer using it, and it's not going to get updated. If I put in my work email ID, then that's an entirely separate account that I have to pay for."
"It would be better if it were pay-per-user instead of pay-per-account."
"Affinity could improve by adding more features. It has been a while since I have used it, but when I did, the features could improve."
"To get people to migrate, Affinity needs to somehow give them an incentive to change. The key is to make it as similar as possible. Shortcuts and keystrokes would be my biggest learning curve. So, to scale, you're going to have to convince people to relearn their workflow, and everybody's too busy to do that. Scalability is kind of mid because you face adoption resistance if you're pushing out to a studio or staff that are used to Adobe. Many products don't think beyond Microsoft and Adobe. If it's not Microsoft, then they don't understand. So, scalability is a challenge."
"The only concern I have seen about the product is its prices."
"Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us."
"The product's pricing needs improvement."
"Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development."
"The licensing cost could also be improved."
"Pega JVM function needs to be improved."
 

Pricing and Cost Advice

"Affinity follows a pay-per-account model, and I think there will be a monthly or a yearly paid subscription. I have heard that it was expensive."
"Affinity is an expensive solution. However, they over a free version trial. The solution is expensive but the people that have used it say it is worth the money."
"The tool's pricing is flexible, and I rate it four to five out of ten."
"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."
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Top Industries

By visitors reading reviews
Construction Company
17%
Manufacturing Company
8%
Financial Services Firm
8%
Comms Service Provider
7%
Financial Services Firm
22%
Construction Company
17%
Computer Software Company
10%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for Pega Customer Service?
The setup cost depends upon the business. We do not use all channels, so it depends, but we leverage them wherever they are applicable.
What needs improvement with Pega Customer Service?
Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us. From the implementation side, it is still at the higher end. However, I do not have ...
What advice do you have for others considering Pega Customer Service?
The organization uses internal applications. The overall review rating for this solution is nine out of ten.
 

Overview

 

Sample Customers

T3 Advisors, Cushman & Wakefield,
Information Not Available
Find out what your peers are saying about Affinity vs. Pega Customer Service and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.