Microsoft Dynamics CRM vs Pega CRM comparison

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707 views|694 comparisons
92% willing to recommend
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292 views|215 comparisons
100% willing to recommend
Comparison Buyer's Guide
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: May 2024).
772,017 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.""The solution is versatile and customizable.""Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich.""The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality.""Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger.""The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users.""Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works.""The Outlook calendar has been very helpful for us."

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"The product's deployment phase was easy.""Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly.""It also reduces the duration per call, and it ensures a first time resolution of the issue.""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.""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.""The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

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"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard.""This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly.""It lacks to provide a more detailed profile of the customer, which would have been better and more useful.""It is difficult to qualify opportunity in Microsoft Dynamics CRM.""Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems.""The price of Microsoft Dynamics CRM could improve.""There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use.""Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."

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"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 UI is lagging and needs to be improved.""The UI should be improved.""The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications.""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.""They should enable the data-driven streaming feature inside it.""Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

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Pricing and Cost Advice
  • "We have to buy a separate license in order to implement the social listening feature."
  • "It's kind of pricey. It's about $50 or $60 per user."
  • "I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
  • "There is a license required to use Microsoft Dynamics CRM."
  • "The price of the solution is good but could be cheaper."
  • "We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."
  • "Pricing for this software could be cheaper."
  • "The solution is open source and is free. However, it does require a Dynamics 365 subscription."
  • More Microsoft Dynamics CRM Pricing and Cost Advice →

  • "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."
  • "The pricing is on the higher side."
  • More Pega CRM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
    Top Answer:The solution should improve the user experience in the process of creating and activating offers. Sometimes, the process is a little bit slow because it has too many details. It also depends on how… more »
    Top Answer:We use Microsoft Dynamics CRM to control sales advancements in our company.
    Top Answer:The product's deployment phase was easy.
    Top Answer: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… more »
    Top Answer: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 module… more »
    Average Words per Review
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    Also Known As
    Dynamics CRM, MS Dynamics CRM
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    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
    Top Industries
    Computer Software Company29%
    Financial Services Firm19%
    Manufacturing Company10%
    Comms Service Provider6%
    Computer Software Company14%
    Financial Services Firm11%
    Manufacturing Company7%
    Financial Services Firm23%
    Computer Software Company16%
    Real Estate/Law Firm6%
    Manufacturing Company6%
    Company Size
    Small Business51%
    Midsize Enterprise28%
    Large Enterprise22%
    Small Business26%
    Midsize Enterprise16%
    Large Enterprise58%
    Midsize Enterprise20%
    Large Enterprise80%
    Small Business19%
    Midsize Enterprise11%
    Large Enterprise70%
    Buyer's Guide
    Microsoft Dynamics CRM vs. Pega CRM
    May 2024
    Find out what your peers are saying about Microsoft Dynamics CRM vs. Pega CRM and other solutions. Updated: May 2024.
    772,017 professionals have used our research since 2012.

    Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews. Microsoft Dynamics CRM is rated 7.8, while Pega CRM is rated 8.0. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and Marketo, whereas Pega CRM is most compared with Pega Robotic Process Automation, Siebel CRM, Genesys Cloud CX, HubSpot CRM and Vlocity. See our Microsoft Dynamics CRM vs. Pega CRM report.

    See our list of best CRM Customer Engagement Centers vendors and best CRM vendors.

    We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.