Intercom Customer Communications Platform vs Pega CRM comparison

Intercom and Pega are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #12 with an average rating of 9.0, while Pega is ranked #5 with an average rating of 7.7. Intercom holds a 0.7% mindshare in CCEC, compared to Pega’s 9.2% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

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6 Comparison Views

100% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

278 Views
177 Comparison Views

100% willing to recommend

Intercom Customer Communica...

Pega CRM

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Executive SummaryUpdated on Apr 20, 2025

Pega CRM and Intercom Customer Communications Platform compete in the customer engagement and operational efficiency category. While Pega offers advanced features for detailed workflows, Intercom provides an intuitive experience with a focus on communication, potentially giving it an upper hand in user engagement.

Features: Pega CRM provides comprehensive automation, advanced process management tools, and extensive integration options, making it ideal for complex environments. Intercom focuses on seamless communication with features like live chat, proactive messaging, and personalized customer interactions.

Ease of Deployment and Customer Service: Pega CRM offers flexibility in deployment but may require significant technical expertise due to complexity. Intercom's cloud-based deployment stands out for its simplicity and is supported by responsive customer service, making it efficient and approachable for businesses looking for quick solutions.

Pricing and ROI: Pega CRM involves a higher initial cost but aims to deliver substantial ROI through enhanced productivity and operational efficiency. Intercom is more cost-effective with quicker implementation, offering a good ROI by improving customer service quality at a lower initial investment.

To learn more, read our detailed CRM Customer Engagement Centers Report (Updated: June 2025).

Buyer's Guide

CRM Customer Engagement Centers

June 2025

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Helped 857,028 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

Intercom Customer Communica...

Ranking in CRM Customer Engagement Centers

12th

Ranking in CRM

29th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Social CRM (6th)

Pega CRM

Ranking in CRM Customer Engagement Centers

5th

Ranking in CRM

18th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 0.7%, up from 0.3% compared to the previous year. The mindshare of Pega CRM is 9.2%, down from 9.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

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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

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

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

"The solution is very easy to use."

"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."

"The case management feature is really valuable."

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

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

"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."

More Pega CRM pros

Cons

"Sometimes, the solution lags and takes time to update something."

"It would be beneficial if there was a way to train the AI to better understand customer language."

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

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

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

"The UI should 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."

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

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

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

More Pega CRM cons

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

24%

Computer Software Company

14%

Real Estate/Law Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Intercom Customer Communications Platform?

The live chat is pretty good because you can create a macro, which is a predefined input we can give customers.

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What needs improvement with Intercom Customer Communications Platform?

Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for al...

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What is your primary use case for Intercom Customer Communications Platform?

We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.

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...

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Comparisons

No data available

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Product Reports

Buyer's Guide

CRM Customer Engagement Centers

June 2025

Intercom Customer Communications Platform report

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Buyer's Guide

Pega CRM

May 2025

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Also Known As

Intercom

Chordiant

Overview

Intercom Customer Communications Platform enhances interactions by offering robust tools designed to streamline customer engagement and support, effectively catering to modern business communication needs.

Providing a comprehensive approach to customer interaction, Intercom facilitates seamless conversation management through its adaptable suite of messaging, logistical, and analytical features. Frequently utilized for customer support and marketing, its flexibility and user-friendly design encourage efficient communication. While offering valuable insights through analytics, some users note areas for improvement in customizability and pricing models, pointing towards a potential enhancement in fine-tuning its cost-effectiveness and adaptability to diverse business strategies.

What are the standout features of Intercom?

Live Chat: Immediate customer support through real-time messaging.
Automated Bot: Streamlines inquiries by handling routine questions.
Integration Capabilities: Connects seamlessly with third-party tools.
Inbox Management: Organizes conversations for efficient response.

What benefits and ROI should users look for?

Enhanced Customer Satisfaction: Faster resolutions lead to happier clients.
Improved Team Efficiency: Automation reduces manual workload.
Actionable Analytics: Data-driven insights optimize strategies.
Scalable Solutions: Adapts to growing business demands.

Industries such as e-commerce, SaaS, and tech-driven businesses often implement Intercom for its ability to provide personalized customer journeys. Its messaging platform excels in maintaining customer relationships and resolving issues quickly, which is crucial in these fast-paced sectors.

Intercom

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

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

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

Buyer's Guide

CRM Customer Engagement Centers

June 2025

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