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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
  • 248 Views
  • 98 Comparison Views
100% willing to recommend
Pega Customer Service
Read 4 Pega Customer Service reviews
  • 168 Views
  • 42 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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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.

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To learn more, read our detailed Dynamics 365 Sales vs. Pega Customer Service Report (Updated: June 2025).
Buyer's Guide
Dynamics 365 Sales vs. Pega Customer Service
June 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

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
7.1
Number of Reviews
4
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 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.
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Balaji Choda - PeerSpot reviewer
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.
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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 is fast."
"Dynamics 365 Sales has a sales feature that is easy to use. It is easy to understand and use."
"The most valuable features of Dynamics 365 Sales for us are the standard functional power platform applications for business processes."
"It allows effective management of the follow-ups of leads and potential opportunities."
"What makes Dynamics 365 Sales interesting is the new AI capabilities through CoPilot, which can help write in NLP and look through what's happening on the opportunities without getting into the details."
"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."
"It integrates well with other Microsoft products, enhancing sales workflow."
"Microsoft 365, in its entirety, provides a collaborative environment that allows me to connect to multiple tools, including email, drive, and cloud hosting folders."
More Dynamics 365 Sales 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

"Reducing feature bloat would be beneficial, especially considering different organizational needs."
"The solution needs an improved connection to AI."
"They could improve the product's integration with Teams for seamless collaboration and enhanced administrative functionalities to reduce manual tasks."
"At the start of the project, we made this mistake by relying on Power Automate. We discovered latency issues and problems related to the limits exist."
"I found it significantly complex and not user-friendly."
"Making it more budget-friendly would be beneficial."
"There's room for improvement in the pricing models."
"The solution’s stability could be improved."
More Dynamics 365 Sales cons
"The product's pricing needs improvement."
"The licensing cost could also be improved."
"The only concern I have seen about the product is its prices."
"Pega JVM function needs to be improved."
 

Pricing and Cost Advice

"The pricing is challenging, which is particularly relevant for countries like Pakistan and others with limited budgets."
"Dynamics 365 Sales' pricing is in the middle. It's not expensive like SAP and Oracle."
"The cost of the solution is very similar to that of other solutions like Salesforce CRM."
"The platform is expensive."
"Dynamics 365 Sales operates on an annual licensing basis."
"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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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?
This is my opinion about Microsoft: their products are good, but they put substantial investment in sales to show it is a good product. However, when you try to access the documentation, it is high...
See all answers
What is your primary use case for Dynamics 365 Sales?
I am trying to compare solutions for one of my customers. I am already dealing with something by Microsoft, as my customer is using Azure. It is a scenario of cost reduction, so I'm trying to find ...
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

No data available
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
June 2025
Dynamics 365 Sales reportDownload Dynamics 365 Sales product report
Buyer's Guide
CRM
June 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
June 2025
Free Report: Dynamics 365 Sales vs. Pega Customer Service
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