Try our new research platform with insights from 80,000+ expert users

Dynamics 365 Sales vs Pega Customer Service comparison

Microsoft and Pega are both solutions in the CRM category. Microsoft is ranked #12 with an average rating of 8.5, while Pega is ranked #30 with an average rating of 8.5. Microsoft holds a 0.5% mindshare in CRM, compared to Pega’s 0.3% 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 15 Dynamics 365 Sales reviews
  • 283 Views
  • 283 Comparison Views
100% 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

Download the report
Executive SummaryUpdated on Dec 19, 2024

Pega Customer Service and Dynamics 365 Sales are competing in enterprise customer engagement solutions. Dynamics 365 Sales holds an advantage due to its extensive feature set and superior integration capabilities.

Features: Pega Customer Service offers intelligent automation, dynamic case management, and AI-powered decisioning. It is particularly strong in optimizing customer journeys and providing a seamless agent experience. On the other hand, Dynamics 365 Sales provides advanced analytics, predictive insights, and strong integration within the Microsoft ecosystem, creating a centralized platform for managing customer relationships.

Room for Improvement: Pega Customer Service could enhance its integration flexibility beyond its current offering, refine its analytics capabilities for better predictive insights, and expand its third-party tool support. Dynamics 365 Sales can improve its customer interaction features to better cater to service-centric organizations, lower its learning curve for non-Microsoft users, and offer more personalized support frameworks.

Ease of Deployment and Customer Service: Pega Customer Service is agile in deployment and offers robust support, making it suitable for rapid implementation. Dynamics 365 Sales, with its cloud-based approach, facilitates an efficient integration process, especially for businesses already utilizing Microsoft services. It is particularly easy to set up in environments with existing Microsoft products, while Pega provides detailed support tailored for customer service excellence.

Pricing and ROI: Pega Customer Service generally incurs higher setup costs but delivers significant returns in improved customer satisfaction and reduced service times. Dynamics 365 Sales is competitively priced, especially for enterprises within the Microsoft ecosystem, offering swift ROI through its comprehensive sales functionalities and analytics. While Pega involves a higher initial investment, its ROI in customer service is notable, whereas Dynamics ensures sustainable value with a moderate initial cost.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Dynamics 365 Sales vs. Pega Customer Service Report (Updated: July 2025).
Buyer's Guide
Dynamics 365 Sales vs. Pega Customer Service
July 2025
Download the complete report
Helped 865,384 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
12th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
15
Ranking in other categories
No ranking in other categories
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 Dynamics 365 Sales is 0.5%, up from 0.3% 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

IlyasAhmad - PeerSpot reviewer
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.
Read full review
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.
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

"Microsoft 365, in its entirety, provides a collaborative environment that allows me to connect to multiple tools, including email, drive, and cloud hosting folders."
"It integrates well with other Microsoft products, enhancing sales workflow."
"Dynamics 365 Sales facilitates remote access, allowing sales teams to work efficiently from mobile devices."
"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."
"SAP was very complicated, while Dynamics 365 Sales became simple for senior leaders to use, reducing time spent from 2-3 hours per week in SAP to 15-20 minutes in Microsoft Dynamics when done properly."
"The AI provides insights about the customer."
"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 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."
"The product is scalable. It works efficiently for changing existing features."
"Pega Customer Service is scalable."
 

Cons

"The solution needs to include accurate and free online tutorials."
"Making it more budget-friendly would be beneficial."
"The solution needs an improved connection to AI."
"An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs."
"The solution’s stability could be improved."
"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."
"I found it significantly complex and not user-friendly."
"Reducing feature bloat would be beneficial, especially considering different organizational needs."
More Dynamics 365 Sales cons
"The licensing cost could also be improved."
"The only concern I have seen about the product is its prices."
"The product's pricing needs improvement."
"Pega JVM function needs to be improved."
 

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."
"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."
report
See which vendors are best for you
Use our free recommendation engine to learn which CRM solutions are best for your needs.
See recommendations
865,384 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
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 Dynamics 365 Sales?
It integrates well with other Microsoft products, enhancing sales workflow.
See all answers
What needs improvement with Dynamics 365 Sales?
Beyond what Dynamics 365 Sales currently provides, any improvement would require a combination of processes, changes, and user behavior modifications on our side coupled with the product. The produ...
See all answers
What is your primary use case for Dynamics 365 Sales?
Our organization uses Dynamics 365 Sales for global sales collaboration. Previously, CRM was being treated as Outlook, with everyone in the organization receiving it by default regardless of necess...
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

SAP CRM vs Dynamics 365 Sales Logo
SAP CRM vs Dynamics 365 Sales
Compared 100% of the time
More Dynamics 365 Sales Competitors
Microsoft Dynamics 365 Customer Service vs Pega Customer Service Logo
Microsoft Dynamics 365 Customer Service vs Pega Customer Service
Compared 100% of the time
More Pega Customer Service Competitors
 

Product Reports

Buyer's Guide
Dynamics 365 Sales
August 2025
Dynamics 365 Sales reportDownload Dynamics 365 Sales product report
Buyer's Guide
CRM
August 2025
Pega Customer Service reportDownload Pega Customer Service product report
 

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 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
Buyer's Guide
Dynamics 365 Sales vs. Pega Customer Service
July 2025
Free Report: Dynamics 365 Sales vs. Pega Customer Service
Find out what your peers are saying about Dynamics 365 Sales vs. Pega Customer Service and other solutions. Updated: July 2025.
DOWNLOAD NOW
865,384 professionals have used our research since 2012.
See our Dynamics 365 Sales vs. Pega Customer Service report.
See our list of best CRM vendors.

We monitor all CRM 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.