Dynamics 365 Sales vs Pega CRM comparison

Microsoft and Pega are both solutions in the CRM category. Microsoft is ranked #13 with an average rating of 8.5, while Pega is ranked #18 with an average rating of 7.7. Microsoft holds a 0.5% mindshare in CRM, compared to Pega’s 1.5% mindshare. Additionally, 100% of Microsoft users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Dynamics 365 Sales

Read 12 Dynamics 365 Sales reviews

185 Views
99 Comparison Views

100% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

566 Views
443 Comparison Views

100% willing to recommend

Dynamics 365 Sales

Pega CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Pega CRM and Dynamics 365 Sales compete in the CRM space, each offering distinct benefits. Dynamics 365 Sales holds an advantage in terms of feature richness due to its extensive integrations and analytical tools, while Pega CRM often stands out for pricing and support.

Features: Pega CRM provides robust automation capabilities, customizable workflows, and strong case management functionality. Dynamics 365 Sales excels in integration with Microsoft products, advanced AI-driven insights, and remote access features, making it highly suitable for a comprehensive ERP solution.

Room for Improvement: Pega CRM could enhance its integration options compared to competitors and improve its user interface for easier navigation. Additionally, simplifying its complex processes could attract more users. Dynamics 365 Sales might focus on reducing the complexity of initial setup and offering more affordable pricing tiers for small businesses. Enhancing flexibility in customization could also increase its appeal.

Ease of Deployment and Customer Service: Pega CRM offers a flexible deployment model with robust support options, ensuring adaptability. Dynamics 365 Sales benefits from Microsoft's extensive deployment resources, providing a streamlined deployment experience but may lack the customization capabilities that Pega CRM provides.

Pricing and ROI: Pega CRM typically presents a lower setup cost and promises substantial ROI through improved process efficiencies. Dynamics 365 Sales might entail a higher initial investment but offers significant returns due to its comprehensive features and integrations, catering to those seeking a broader CRM ecosystem.

To learn more, read our detailed Dynamics 365 Sales vs. Pega CRM Report (Updated: April 2025).

Buyer's Guide

Dynamics 365 Sales vs. Pega CRM

April 2025

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Helped 850,236 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

Dynamics 365 Sales

Ranking in CRM

13th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Pega CRM

Ranking in CRM

18th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.5%, up from 0.2% compared to the previous year. The mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

IlyasAhmad

Manager IT infrastrcture at Sapphire Group

A versatile and scalable CRM solution that streamlines business processes with its user-friendly interface and seamless integration with Microsoft platforms

The support they provide is quite commendable. When I was exploring various features of Office 365, being relatively new to it, I encountered a few challenges. Upon raising a support ticket on the Microsoft platform, I not only received prompt emails but also phone calls and engaging sessions. The Microsoft support engineers proved to be very helpful, and I appreciated their structured escalation metrics. Starting with basic assistance, they escalate the ticket to senior technicians if needed, ensuring comprehensive problem resolution. Another notable aspect is the abundance of Microsoft support resources, including videos, articles, and documentation, providing ample guidance for users. The support system offers a wealth of information, making it a valuable resource for problem-solving. I would rate it nine out of ten.

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Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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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

"Dynamics 365 Sales is a stable solution with good documentation."

"Dynamics 365 Sales facilitates remote access, allowing sales teams to work efficiently from mobile devices."

"It integrates well with other Microsoft products, enhancing sales workflow."

"The tool is on the same screen as Microsoft and Windows, which makes it easier for end users to learn. Its features are good, and the solution's integration is without challenges."

"Dynamics 365 Sales assists in streamlining the sales cycle by reducing it by 30%."

"Dynamics 365 Sales offers robust integration capabilities with third-party tools, complemented by our in-house developed applications. We've tailored our pricing within Dynamics 365 to suit our specific needs, collaborating closely with our teams for its development. Leveraging Azure and Microsoft Office 365 integration, Dynamics 365 becomes even more powerful."

"The solution is fast."

"It stands out as an exceptional choice for businesses seeking a comprehensive ERP solution that offers a range of features, including finance, payroll, and HR modules, making it more than just a retail tool."

More Dynamics 365 Sales pros

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"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."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"The product's deployment phase was easy."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The solution is very easy to use."

"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."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

More Pega CRM pros

Cons

"The product's pricing needs improvement."

"An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs."

"I have not noticed anything that I would recommend for improvement so far."

"The pricing must be improved."

"There's room for improvement in the pricing models."

"I found it significantly complex and not user-friendly."

"Making it more budget-friendly would be beneficial."

"However, having more dashboards and customizable templates, specifically tailored for sales in Dynamics 365, would enhance its usability even further. Being able to create custom dashboards would be particularly beneficial."

More Dynamics 365 Sales cons

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"The UI is lagging and needs to 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"

"The solution has room for improvement around decisional and real-time data analysis."

"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."

"The UI should be improved."

"They should enable the data-driven streaming feature inside it."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

More Pega CRM cons

Pricing and Cost Advice

"Dynamics 365 Sales' pricing is in the middle. It's not expensive like SAP and Oracle."

"The platform is expensive."

"Dynamics 365 Sales operates on an annual licensing basis."

"The pricing is challenging, which is particularly relevant for countries like Pakistan and others with limited budgets."

"The cost of the solution is very similar to that of other solutions like Salesforce CRM."

"It is expensive."

"The pricing is on the higher side."

"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."

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

26%

Computer Software Company

14%

Real Estate/Law Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Dynamics 365 Sales?

It integrates well with other Microsoft products, enhancing sales workflow.

See all answers

What needs improvement with Dynamics 365 Sales?

An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs. If Microsoft could provide direct integration, it wou...

See all answers

What is your primary use case for Dynamics 365 Sales?

The usual use cases for Dynamics 365 Sales involve managing leads from various sources to define the entire customer journey, starting from lead to closure. This process includes leads, opportuniti...

See all answers

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

See all answers

Comparisons

Microsoft Dynamics 365 Customer Service vs Dynamics 365 Sales

Compared 100% of the time

More Dynamics 365 Sales Competitors

Siebel CRM vs Pega CRM

Compared 24% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Salesforce Service Cloud vs Pega CRM

Compared 15% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 12% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

More Pega CRM Competitors

Product Reports

Buyer's Guide

Dynamics 365 Sales

May 2025

Download Dynamics 365 Sales product report

Buyer's Guide

Pega CRM

April 2025

Download Pega CRM product report

Also Known As

No data available

Chordiant

Overview

Dynamics 365 Sales empowers teams with capabilities in lead management, scheduling, and workflow organization. Its Office 365 integration and comprehensive ERP features enhance productivity and control.

Dynamics 365 Sales offers powerful tools for managing leads and customer interactions. Its integration with third-party apps and REST APIs simplifies workflows, providing comprehensive visibility and reliable performance. Teams benefit from its robust documentation and Power Platform compatibility, enhancing productivity with flexible pricing and a user-friendly interface. Despite some complexities, improvements in Outlook integration, AI features, and affordability are areas for enhancement.

What are the key features of Dynamics 365 Sales?

Lead Management: Simplifies tracking and organizing potential sales opportunities.
Office 365 Integration: Seamlessly works with Office applications for increased efficiency.
Customization Options: Allows for tailored solutions to meet business processes.
Third-party Integration: Connects with external apps to streamline operations.
Power Platform Compatibility: Enhances development and functionality.

What benefits should users expect from Dynamics 365 Sales?

Increased Productivity: Enhances efficiency with streamlined workflows and tools.
Enhanced Visibility: Provides comprehensive insights into sales activities.
Reliable Performance: Offers stability with robust platform support.
Cost-effectiveness: Flexible pricing options cater to varying business needs.
Improved Collaboration: Facilitates teamwork through seamless integrations.

Companies in industries like retail and sales management implement Dynamics 365 Sales to track opportunities and manage customer interactions. It helps in generating customized offers, managing orders, and supports sales reporting and CRM capabilities. Teams utilize it for sales management, lead follow-ups, and aligning targets with objectives, making it essential for daily operations.

Microsoft

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.

Pega

Sample Customers

Information Not Available

The State of Maine, Aegis, Aegon, AIG Japan, ING

Buyer's Guide

Dynamics 365 Sales vs. Pega CRM

April 2025

Free Report: Dynamics 365 Sales vs. Pega CRM

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