Microsoft Dynamics CRM vs Pega CRM comparison

Microsoft Dynamics CRM

Read 69 Microsoft Dynamics CRM reviews

677 Views
663 Comparison Views

92% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

270 Views
198 Comparison Views

100% willing to recommend

Microsoft Dynamics CRM

Pega CRM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Microsoft Dynamics CRM and Pega CRM based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Microsoft Dynamics CRM vs. Pega CRM Report (Updated: July 2024).

Buyer's Guide

Microsoft Dynamics CRM vs. Pega CRM

July 2024

Download the complete report

Helped 793,295 peers since 2012

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

1st

Ranking in CRM

1st

Average Rating

7.8

Number of Reviews

Ranking in other categories

Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Pega CRM

Ranking in CRM Customer Engagement Centers

7th

Ranking in CRM

18th

Average Rating

8.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of July 2024, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 28.3%, up from 20.5% compared to the previous year. The mindshare of Pega CRM is 8.7%, down from 12.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Unique Categories:

CRM

15.5%

Local Government CRM

50.0%

Featured Reviews

Kush Gupta

VP Sales Head at Hexaware Technologies

Apr 28, 2022

Easy to implement, but its look and feel could still be improved

The majority of our experience with CRMs is with Salesforce Sales Cloud and Microsoft Dynamics CRM. We are completely aligned with those two CRMs. Other CRMs we don't have much experience with, because Salesforce Sales Cloud and Microsoft Dynamics CRM are the two leading CRMs, and we only focus on them. There's a third CRM we use: Pega CRM. Salesforce deals with all kinds of clouds, not just the marketing cloud, but Salesforce Sales Cloud is the most popular one. Salesforce Marketing Cloud is an acquisition and is a more difficult solution, and it fails a lot. Microsoft Dynamics CRM used to be four versions behind Salesforce, but now it has really caught up. They have made major investments in the solution, and we are seeing a clear momentum in their favor. They are being very aggressive in terms of taking some of the market shares for Microsoft Dynamics CRM in the CRM market. Microsoft Dynamics CRM was a laggard, but now it's competing well with Salesforce. On a scale of one to ten, I'm rating Microsoft Dynamics CRM seven out of ten.

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reviewer1621662

Senior Manager at Accenture

Feb 14, 2024

Has comprehensive customization capabilities, seamless integration across channels and robust AI-driven decision-making features

Pega CRM has proven invaluable in addressing business challenges like hyper-personalization, which is increasingly relevant today. An illustrative scenario involves a banking example where a customer attempts to withdraw money from an ATM but doesn't complete the transaction. Later, when they log into the banking portal or app, the system recognizes their earlier attempt and offers relevant recommendations or options based on that interaction. Similarly, Pega CRM enables geo-specific use cases, such as notifying customers about nearby events or restaurant discounts based on their location. This capability extends across various channels, ensuring consistent and personalized experiences for customers regardless of how they engage with the system. Pega CRM's ability to maintain context across multiple channels is instrumental in delivering such tailored experiences. The AI-driven decision-making capability within Pega CRM significantly impacts our customer interactions by providing intelligent recommendations. This functionality is a pivotal aspect of CRM, enabling seamless integration with call center applications. Through this integration, agents can access recommended options for specific users and identify products of potential interest to them. Moreover, if Pega CRM is utilized for an intelligent call center setup, it comprehensively captures and summarizes all customer-agent interactions, attaching them to relevant cases. Customization of Pega CRM significantly impacts our workflow. Pega CRM provides clear segregation between customizable and non-customizable parts. Business rule components are areas where customization is encouraged, allowing users to add their own use cases, details, and business logic easily. This configurability is straightforward and operates within a local strategy framework.

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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

"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."

"The most valuable feature of Microsoft Dynamics CRM is its ease of use."

"The Outlook calendar has been very helpful for us."

"The product is user-friendly."

"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."

"The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field."

"The initial setup is very easy."

"It is good for sales and service maintenance. It has various integration tools."

More Microsoft Dynamics CRM pros

"The product's deployment phase was easy."

"The solution is very easy to use."

"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."

"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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

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

"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

"The product is very old."

"The performance could be improved."

"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."

"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."

"Overall, the solution could be made to be more user friendly."

"Microsoft Dynamics CRM could improve by being more user-friendly."

"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."

"They should work on improving the solution's scalability."

More Microsoft Dynamics CRM cons

"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 is lagging and needs to be improved."

"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."

"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."

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

More Pega CRM cons

Pricing and Cost Advice

"Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it."

"Microsoft Dynamics CRM's price is too high."

"My organization pays for the license, and I do not know how much it costs."

"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."

"I'm not aware of any licensing costs for Microsoft Dynamics CRM."

"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."

"Dynamics CRM's pricing is fair."

"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."

More Microsoft Dynamics CRM pricing and cost advice

"The pricing is on the higher side."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

11%

Government

10%

Manufacturing Company

Financial Services Firm

23%

Computer Software Company

17%

Real Estate/Law Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

The platform is utilized for various purposes, including sales process and customer relationship management (CRM).

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...

See all answers

Comparisons

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 20% of the time

SAP CRM vs Microsoft Dynamics CRM

Compared 20% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 15% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

Marketo vs Microsoft Dynamics CRM

Compared 1% of the time

More Microsoft Dynamics CRM Competitors

Pega Robotic Process Automation vs Pega CRM

Compared 25% of the time

Siebel CRM vs Pega CRM

Compared 22% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Amdocs CRM vs Pega CRM

Compared 6% of the time

Odoo vs Pega CRM

Compared 6% of the time

More Pega CRM Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

July 2024

Download Microsoft Dynamics CRM product report

Buyer's Guide

Pega CRM

July 2024

Download Pega CRM product report

Also Known As

Dynamics CRM, MS Dynamics CRM

Chordiant

Learn More

Microsoft

Video not available

Pega

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

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.

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

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

Buyer's Guide

Microsoft Dynamics CRM vs. Pega CRM

July 2024

Free Report: Microsoft Dynamics CRM vs. Pega CRM

Find out what your peers are saying about Microsoft Dynamics CRM vs. Pega CRM and other solutions. Updated: July 2024.

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