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Bitrix24 vs Pega Customer Service comparison

Bitrix24 and Pega are both solutions in the CRM category. Bitrix24 is ranked #16 with an average rating of 7.7, while Pega is ranked #30 with an average rating of 8.5. Bitrix24 holds a 2.0% mindshare in CRM, compared to Pega’s 0.3% mindshare. Additionally, 90% of Bitrix24 users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.
Bitrix24
Read 20 Bitrix24 reviews
  • 1,473 Views
  • 766 Comparison Views
90% willing to recommend
Pega Customer Service
Read 5 Pega Customer Service reviews
  • 206 Views
  • 187 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Bitrix24 and Pega Customer Service compete in the customer relationship management sector. Bitrix24 appeals with its cost-effectiveness and ease of use, while Pega stands out for its comprehensive feature set and higher ROI for complex environments.

Features: Bitrix24 offers team collaboration, task management, and integrated telephony, providing flexibility for varied communication needs. Pega excels with AI-driven automation, advanced case management, and personalized customer interactions, enhancing its operational capacity.

Room for Improvement: Bitrix24 could improve marketing strategies and popularity in the market, as well as expand advanced features for larger organizations. Pega might benefit from simplifying its deployment complexity and addressing cost-effectiveness for smaller businesses.

Ease of Deployment and Customer Service: Bitrix24 provides a straightforward cloud-based setup, which is appealing for quick implementation, and its accessible customer support aids this process. Pega offers a comprehensive deployment that caters to complex needs, but requires more installation time, with robust customer service for advanced setups.

Pricing and ROI: Bitrix24 is recognized for its low initial costs and transparent pricing, making it ideal for budget-conscious businesses with high potential ROI. Pega demands a higher initial investment but promises significant returns due to its advanced capabilities in complex environments.

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To learn more, read our detailed Bitrix24 vs. Pega Customer Service Report (Updated: July 2025).
Buyer's Guide
Bitrix24 vs. Pega Customer Service
July 2025
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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

Bitrix24
Ranking in CRM
16th
Average Rating
7.4
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
Project Management Software (12th), Enterprise Social Software (9th)
Pega Customer Service
Ranking in CRM
30th
Average Rating
8.6
Reviews Sentiment
6.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Bitrix24 is 2.0%, up from 1.9% compared to the previous year. The mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Abasiakama Bassey - PeerSpot reviewer
A project management tool that offers great scalability and stability
The support provided by Bitrix24 is an area with shortcomings that needs improvement. From an improvement perspective, Bitrix24 should consider providing live and upfront support to its users, especially those who use the solution's free version. If you want someone to get on your platform for which you can't provide support, then it doesn't make that platform any different from its competitors. It would make sense to people if Bitrix24 could provide support for even their free version. It would be good if Bitrix24 added some accounting elements to the tool instead of just providing functionality related to bookkeeping alone since it can help Bitrix24 become a complete tool. During the setup phase of the solution, the tool should provide its users an option to add the accounting part, making it a complete solution.
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reviewer4848291 - PeerSpot reviewer
Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences
1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.
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Quotes from Members

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

Pros

"The solution's most valuable feature is its project management functionality...It is a pretty stable solution."
"The technical support was intuitive and had good documentation."
"Offers, a free version."
"The data interpretation feature in Bitrix24 is good."
"It is a very scalable solution...The tool currently operates efficiently and contributes to our ongoing digitization efforts, including documentation and workflows."
"The data entry functionality is excellent, and the pipeline views and filters are highly useful."
"The most valuable features are data entry, the pipeline view with filters, and the automation capabilities."
"I believe that having one system that handles all of the functions that we need in a business, such as marketing, sales, pipeline management, project management, meetings, customer contact, customer feedback, social media integrations, and connections to our cloud data storage, Google, and Microsoft, is a good idea."
More Bitrix24 pros
"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."
"Pega Customer Service is scalable."
"The product is scalable. It works efficiently for changing existing features."
 

Cons

"The support provided by Bitrix24 is an area with shortcomings that needs improvement."
"The solution's open channel and contact center could be improved."
"The solution’s performance could be made faster."
"There is a need for better integration with ERP solutions."
"The client interface is not very user-friendly."
"In our organization, we feel that the UI and the functionalities for workflows in the solution need a lot of improvement."
"There are some bugs in the mobile system."
"We need full ERP integration to take all our processes in one platform."
More Bitrix24 cons
"Pega JVM function needs to be improved."
"The only concern I have seen about the product is its prices."
"The product's pricing needs improvement."
"The licensing cost could also be improved."
 

Pricing and Cost Advice

"Bitrix24 used to be cheaper, but now it's getting expensive."
"We were using the free version which was really limited in terms of functionality."
"Bitrix24 is a cheap tool. I think our costs are somewhere between $1,000 and $5,000 per month. There are no additional costs with it. We did put in some hours to clean up some project-related stuff in it, but it was not much."
"On a scale from one to ten, where one is expensive and ten is cheap, I rate the solution's pricing a seven or eight out of ten."
"Price-wise, it is a very cheap solution."
"I use the free version. I sense that my company will need a license for the solution in a few months to use some features like lead management."
"The product's pricing is okay for me. It is not expensive."
"Licenses are cheap compared to other solutions."
More Bitrix24 pricing and cost advice
"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."
"The tool's pricing is flexible, and I rate it four to five out of ten."
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Comms Service Provider
10%
Retailer
9%
Construction Company
7%
Financial Services Firm
38%
Computer Software Company
20%
Non Profit
6%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Bitrix24?
We are considering Bitrix24 as an office automation solution for our workplace productivity-related issues, project management activities, and staff tracking.
See all answers
What is your experience regarding pricing and costs for Bitrix24?
The pricing for Bitrix24 is reasonable and standardized. However, we face limitations in Venezuela, where monthly invoicing isn't available, forcing us to pay annually.
See all answers
What needs improvement with Bitrix24?
We need full ERP integration to take all our processes in one platform. Additionally, extracting data can be troublesome, as we have to use Russian APIs, which poses a security concern.
See all answers
What do you like most about Pega Customer Service?
The product is scalable. It works efficiently for changing existing features.
See all answers
What is your experience regarding pricing and costs for Pega Customer Service?
The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...
See all answers
What needs improvement with Pega Customer Service?
Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...
See all answers
 

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Product Reports

Buyer's Guide
Bitrix24
August 2025
Bitrix24 reportDownload Bitrix24 product report
Buyer's Guide
CRM
August 2025
Pega Customer Service reportDownload Pega Customer Service product report
 

Overview

Communication and collaboration tools
Ready for unified collaboration? Intranet, chat, videoconferencing, calendars, workspaces, documents, tasks and internal communication tools in one place!

Group task management
Collaborative task management for teams large and small. Time tracking, reminders, reporting, templates, task dependencies and more.

Bitrix24

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?
  • Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
  • AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
  • Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
  • Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.
What benefits and ROI can you expect?
  • Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
  • Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
  • Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
  • Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega
 

Sample Customers

mobilblitz Geissler & Ulrich GbR, Caloryfrio.com, k-webs, Ecuatoriana Industrial, Artistic Closets, Saigon Newport Corporation
Information Not Available
Buyer's Guide
Bitrix24 vs. Pega Customer Service
July 2025
Free Report: Bitrix24 vs. Pega Customer Service
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