Freshsales vs Pega CRM comparison

Freshworks and Pega are both solutions in the CRM Customer Engagement Centers category. Freshworks is ranked #6 with an average rating of 9.0, while Pega is ranked #9. Freshworks holds a 3.8% mindshare in CCEC, compared to Pega’s 4.7% mindshare. Additionally, 100% of Freshworks users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Freshsales

Read 12 Freshsales reviews

3,364 Views
538 Comparison Views

100% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

2,854 Views
771 Comparison Views

100% willing to recommend

Freshsales

Pega CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Pega CRM and Freshsales are central contenders in the CRM domain. Pega CRM offers its edge in automation and scalability, while Freshsales stands out for its simplicity and cutting-edge integrations.

Features: Pega CRM delivers advanced automation, flexible integration, and deep analytics suited for enterprises managing complex workflows. Freshsales boasts an intuitive dashboard, seamless communication tools, and AI-driven insights, making it appealing for those seeking smart but straightforward functionality.

Room for Improvement: Pega CRM could enhance its user interface simplicity and reduce setup complexity. Integration with newer technology platforms needs improvement. Expanding customer support channels could also benefit Pega users. Freshsales may improve its feature set for larger enterprises, expand customization options, and increase support for advanced analytics to match larger CRMs' capabilities.

Ease of Deployment and Customer Service: Freshsales promises fast cloud-based deployment with excellent customer support, catering to all business sizes. Pega CRM's deployment requires more effort, ideal for customized solutions, but is backed by thorough customer service that offsets some deployment challenges.

Pricing and ROI: Pega CRM involves significant initial costs but yields substantial ROI through scalability and efficiency over time. It appeals to larger enterprises due to long-term gains. Freshsales offers a more budget-friendly pricing model with lower upfront investment, optimized for immediate returns in smaller businesses and startups.

To learn more, read our detailed Freshsales vs. Pega CRM Report (Updated: June 2026).

Buyer's Guide

Freshsales vs. Pega CRM

June 2026

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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

Freshsales

Ranking in CRM Customer Engagement Centers

6th

Ranking in CRM

19th

Average Rating

8.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Opportunity Management (10th), Sales Force Automation (7th)

Pega CRM

Ranking in CRM Customer Engagement Centers

9th

Ranking in CRM

36th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2026, in the CRM Customer Engagement Centers category, the mindshare of Freshsales is 3.8%, up from 1.3% compared to the previous year. The mindshare of Pega CRM is 4.7%, down from 9.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Mindshare Distribution
Product	Mindshare (%)
Freshsales	3.8%
Pega CRM	4.7%
Other	91.5%

CRM Customer Engagement Centers

Featured Reviews

Sumesh Gansar

Product Marketing Manager at Samsung

Centralized CRM has given me a 360-degree view and helps me run smarter, AI-driven sales campaigns

One thing that Freshsales can improve is making it much easier because it is not quite easy for everybody to get a grasp of the entire CRM software. It is quite vast and quite complex. Perhaps more knowledge-based documents can be introduced. Apart from that, I do not have any major complaints. The integration in Freshsales is quite good because it is easily integratable with many other Freshworks software as well as with third-party solutions. The integration is quite good. Perhaps in the reporting feature, it takes some time to process the reports due to the amount of data that it handles. Apart from that, I do not have any major complaints with Freshsales so far.

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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

"I like Freshsales because it's integrated with Shopify which we use to host our website."

"The solution is a low-cost CRM product compared to other CRM alternatives."

"One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."

"The solution's most valuable feature is its well-organized sales cycle, which is important to us."

"Freshsales has impacted us positively; it has saved time, increased sales, and improved customer relationships."

"From a user point of view, I use Freshsales for my day-to-day sales activities, and as a basic system for the sales team, it is very user-friendly."

"Freshsales is a much reliable and much useful software for any business that wants to convert leads to customers to revenue."

"To conclude, the productivity and automation features are the most useful."

More Freshsales 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."

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

"The solution is very easy to use."

"The product's deployment phase was easy."

"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."

"The case management feature is really valuable."

More Pega CRM pros

Cons

"We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."

"However, from my experience, I feel that templates should have more options and customizable template features, especially when it comes to importing images into email templates."

"It lacks customizability for complex and larger use cases."

"I believe the customization options in Freshsales could be improved, particularly regarding themes; the ability to implement our logo into the dashboard would enhance our professional image when dealing with external partners compared to larger MNCs using their internal software."

"However, the support provided by the service team or fresh service team and the customer team of the company is very poor."

"The solution needs to improve the user experience and leads capture."

"We can use only one domain in the basic package."

"One thing that Freshsales can improve is making it much easier because it is not quite easy for everybody to get a grasp of the entire CRM software."

More Freshsales cons

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

"The UI should be improved."

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

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

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

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

"The UI is lagging and needs to be improved."

"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."

More Pega CRM cons

Pricing and Cost Advice

"The tool is not that expensive."

"Freshsales is an economical product."

"The price for this solution is good in general, but in Brazil we do pay additional taxes."

"The basic price is affordable. The add ons are expensive."

"If one is a very low price and ten is expensive, I rate the product price as a three."

"The pricing is on the higher side."

"It is expensive."

"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

Construction Company

18%

Comms Service Provider

17%

Outsourcing Company

10%

Manufacturing Company

Financial Services Firm

18%

Construction Company

10%

Manufacturing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	2
Large Enterprise	3

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

Questions from the Community

What needs improvement with Freshsales?

I believe the customization options in Freshsales could be improved, particularly regarding themes; the ability to implement our logo into the dashboard would enhance our professional image when de...

See all answers

What is your primary use case for Freshsales?

My main use case for Freshsales is the Sales Sequence feature, which automates the time-consuming process of sending out outreach emails, conducting calls, and reminding me when to follow up with c...

See all answers

What advice do you have for others considering Freshsales?

For startups or mid-sized companies considering Freshsales, I would highly recommend its ease of setup, accessibility, and overall user-friendliness, particularly praising the team's global presenc...

See all answers

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Compared 11% of the time

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Compared 9% of the time

Salesforce Service Cloud vs Pega CRM

Compared 6% of the time

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Compared 6% of the time

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Product Reports

Buyer's Guide

Freshsales

June 2026

Download Freshsales product report

Buyer's Guide

Pega CRM

June 2026

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Also Known As

No data available

Chordiant

Overview

Freshsales is an intuitive CRM offering automation, AI-driven insights, and integration options with Shopify and Whatsapp, catering to businesses of all sizes with its user-friendly approach.

Freshsales combines essential CRM functionalities like email integration and a robust sales cycle with advanced features such as AI-generated promotion descriptions and deal diversion based on revenue. While Freshsales serves both startups and larger companies with its cost-effective and scalable nature, it faces challenges in reporting and customization. Users often integrate third-party tools like Power BI for enhanced data analysis. Despite limitations in some advanced capabilities, Freshsales remains a viable choice for small to medium businesses seeking efficient sales tracking, pipeline management, and enhanced communication strategies. Its seamless territory management and sophisticated features aid businesses in managing customer interactions and campaigns efficiently.

What are the standout features of Freshsales?

Automation: Streamlines tasks and processes, enhancing efficiency.
AI Promotions: Generates insightful brief descriptions for marketing.
Integration: Connects with platforms like Shopify and Whatsapp for seamless operations.
Sales Cycle: Offers a comprehensive structure for managing sales activities.
Email Integration: Simplifies communication within the sales process.

Why consider Freshsales based on reviews?

User-Friendliness: Appreciated for its easy navigation and functionality.
Scalability: Grows with business needs, adapting to increased demands.
Cost-Effectiveness: Provides valuable features at a competitive price.
Sales Tracking: Offers robust tools for monitoring sales and leads.
Communication Tools: Enhances interaction with potential customers.

In retail, Freshsales aids in managing customer inquiries and tracking transactions through integration with Shopify, improving sales processes. In tech industries, businesses use Freshsales to categorize customer data, while automating communication improves response times. Service-oriented companies leverage the CRM for lead management and follow-up, enhancing customer satisfaction.

Freshworks

Pega CRM offers advanced integration capabilities, facilitating productivity through enhanced case management and modular flows. It supports customer engagement with personalized interactions, reducing time to market and operational costs. Ideal for sectors requiring comprehensive customer relationship management.

Pega CRM integrates seamlessly with REST and SOAP, boosting productivity through multi-thread processing and effective queue management. Its superior case management features include modular flows and parallel task execution, maintained by a user-friendly layer cake architecture. This design allows non-technical users to manage workflows flexibly, enhancing overall engagement strategies. Although Pega CRM performs well, improvements could be made in its pricing model and database permissions. The solution is often compared to competitors like Siebel CRM, with suggestions for enhancements in real-time data analysis, email notifications, and developer training. Organizations, especially in healthcare, BFS, and insurance industries, rely on Pega CRM for omnichannel interactions, comprehensive data integration, and a unified customer view.

What are Pega CRM's key features?

REST and SOAP Integration: Facilitates cohesive operations across platforms.
Multi-thread Processing: Enhances efficiency and productivity.
Case Management: Features modular flows to manage tasks effectively.
Layer Cake Architecture: Allows easy design updates by non-technical users.

What benefits do reviewers highlight?

Personalized Interactions: Offers tailored customer experiences.
Reduced Time to Market: Accelerates deployment and delivery.
Lower Operational Costs: Enhances resource efficiency.
Easy Setup: Simplifies implementation processes.

Pega CRM is widely used in financial and telecom sectors for managing client information and enhancing customer service operations. It supports omnichannel customer interactions and integrates data, providing detailed analytics for better service and sales automation. Its predictive models and tailored retention strategies are particularly beneficial in healthcare, BFS, and insurance sectors.

Pega

Sample Customers

Caratlane, Pykih, Buying Show, INTUO, WallyPark, Exploring Vacations, Raved, Forest, Ascendore, MagePlaza, Vacasa,

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

Buyer's Guide

Freshsales vs. Pega CRM

June 2026

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