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

778 Views
498 Comparison Views

90% willing to recommend

Pega Customer Service

Read 4 Pega Customer Service reviews

168 Views
42 Comparison Views

100% willing to recommend

Bitrix24

Pega Customer Service

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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.

To learn more, read our detailed Bitrix24 vs. Pega Customer Service Report (Updated: June 2025).

Buyer's Guide

Bitrix24 vs. Pega Customer Service

June 2025

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Helped 860,592 peers since 2012

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

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

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of July 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

Founder at Elxae Hub

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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Balaji Choda

Architect at American Express

Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

Read full review

Quotes from Members

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

Pros

"Bitrix24's workflow is better than that of others. The user interface is also good."

"The data interpretation feature in Bitrix24 is good."

"Initially, Bitrix24 improved the way we operate because we were not previously using a CRM. Before Bitrix24, we tracked everything through Outlook. Now, we have a tool that will automatically put out reports for us."

"It is easy to use and very stable."

"We use many of this solution's features for communication and for process automation. It offers more functionality than a regular CRM."

"The product is user-friendly."

"It's a very easy-to-use product."

"We are considering Bitrix24 as an office automation solution for our workplace productivity-related issues, project management activities, and staff tracking."

More Bitrix24 pros

"The product is scalable. It works efficiently for changing existing features."

"The most valuable feature of the solution is case management and different configurations."

"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."

"Pega Customer Service is scalable."

Cons

"It's a team management tool, but the way the tasks are assigned and the way you are able to control them are lacking when compared to Asana or monday.com. The latter tools are a lot more adaptable to team management. Thus, better features to control the team are needed in Bitrix24."

"It would be great if colleagues could get alerts via email when they are assigned something."

"There are some bugs in the mobile system."

"The user interface could be improved or simplified. When you log in and see so many functions, it's a little overwhelming."

"Our financial department does not use Bitrix24 because it's not good for the sort of work they do. So, once we create an invoice in Bitrix24, we sent it to the client and the financial department and they enter it separately into their system. This is not great for us since we can't track what happens after a sale."

"The stability could be improved."

"We need full ERP integration to take all our processes in one platform."

"In my opinion, everything needs improvement. It all starts with the user experience. It's extremely difficult to use, it's always lagging, It doesn't look particularly appealing, in terms of how it looks, and it is extremely difficult to locate the stages."

More Bitrix24 cons

"The only concern I have seen about the product is its prices."

"The licensing cost could also be improved."

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

Pricing and Cost Advice

"The product's pricing is okay for me. It is not expensive."

"Bitrix24 used to be cheaper, but now it's getting expensive."

"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."

"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 solution's pricing is quite average and not expensive."

"Licenses are cheap compared to other solutions."

"Price-wise, it is a very cheap solution."

"Bitrix24 offers an open-source option for small companies, but you can order a bigger range of services on a monthly or yearly contract."

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

11%

Construction Company

Government

No data available

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

Comparisons

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Compared 23% of the time

ClickUp vs Bitrix24

Compared 13% of the time

ELMA 365 vs Bitrix24

Compared 10% of the time

Asana vs Bitrix24

Compared 8% of the time

Microsoft Project vs Bitrix24

Compared 7% of the time

More Bitrix24 Competitors

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

More Pega Customer Service Competitors

Product Reports

Buyer's Guide

Bitrix24

June 2025

Download Bitrix24 product report

Buyer's Guide

CRM

June 2025

Download 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

June 2025

Free Report: Bitrix24 vs. Pega Customer Service

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