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Interactive Intelligence vs Pega CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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

Interactive Intelligence
Ranking in CRM
50th
Average Rating
9.0
Reviews Sentiment
6.3
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Pega CRM
Ranking in CRM
16th
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (5th)
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Interactive Intelligence is 0.6%, up from 0.2% compared to the previous year. The mindshare of Pega CRM is 0.7%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Pega CRM0.7%
Interactive Intelligence0.6%
Other98.7%
CRM
 

Featured Reviews

Luis Teran - PeerSpot reviewer
Reliable with very good social media integration and easy to use
The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with. The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.
Srinivas Ganisetti - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Interactive Intelligence is quite user friendly."
"The social media integration is excellent."
"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."
"The case management feature is really valuable."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The product's deployment phase was easy."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"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."
"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."
 

Cons

"The problem with this current system is that the support is not great."
"The initial setup can be a bit difficult."
"The solution has room for improvement around decisional and real-time data analysis."
"They should enable the data-driven streaming feature inside it."
"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."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
 

Pricing and Cost Advice

Information not available
"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."
"It is expensive."
"The pricing is on the higher side."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
27%
Computer Software Company
9%
Manufacturing Company
7%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Midsize Enterprise2
Large Enterprise8
 

Questions from the Community

Ask a question
Earn 20 points
What do you like most about Pega CRM?
The product's deployment phase was easy.
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...
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...
 

Also Known As

No data available
Chordiant
 

Overview

 

Sample Customers

ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira
The State of Maine, Aegis, Aegon, AIG Japan, ING
Find out what your peers are saying about Interactive Intelligence vs. Pega CRM and other solutions. Updated: September 2025.
869,566 professionals have used our research since 2012.