Oracle CRM vs Pega Customer Service comparison

Oracle and Pega are both solutions in the CRM category. Oracle is ranked #6 with an average rating of 8.0, while Pega is ranked #34 with an average rating of 8.3. Oracle holds a 1.0% mindshare in CRM, compared to Pega’s 0.4% mindshare. Additionally, 90% of Oracle users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Oracle CRM

Read 41 Oracle CRM reviews

2,060 Views
1,689 Comparison Views

90% willing to recommend

Pega Customer Service

Read 6 Pega Customer Service reviews

547 Views
531 Comparison Views

100% willing to recommend

Oracle CRM

Pega Customer Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Oracle CRM and Pega Customer Service are competing in the customer relationship management and service infrastructure category. Pega Customer Service seems to have the upper hand in automation and deployment, whereas Oracle CRM is favored in enterprise integration and support.

Features: Oracle CRM is appreciated for its enterprise integration, analytics, and reporting capabilities. Pega Customer Service stands out for its process automation, customizable workflows, and AI-driven service resolution.

Room for Improvement: Oracle CRM could improve its deployment speed and costs. Its customization could be more user-friendly for non-tech users. The interface can become outdated compared to newer solutions. Pega Customer Service could enhance integration with more enterprise systems. Its analytics offerings may not match Oracle's depth and can be more expensive long-term. The initial setup can benefit from simplification.

Ease of Deployment and Customer Service: Oracle CRM's deep integration can prolong deployments, reflecting a more traditional model. Pega Customer Service provides a flexible deployment model, better suited to varied IT environments, with responsive customer support for quick issue resolution.

Pricing and ROI: Oracle CRM has significant upfront costs due to extensive setup needs but shows favorable ROI over time thanks to scalability and analytics. Pega Customer Service, with lower initial costs and quick implementation, delivers ROI through efficiency, though overall costs may rise with extended use.

To learn more, read our detailed Oracle CRM vs. Pega Customer Service Report (Updated: December 2025).

Buyer's Guide

Oracle CRM vs. Pega Customer Service

December 2025

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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

Oracle CRM

Ranking in CRM

6th

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Pega Customer Service

Ranking in CRM

34th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Oracle CRM is 1.0%, down from 3.1% compared to the previous year. The mindshare of Pega Customer Service is 0.4%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle CRM	1.0%
Pega Customer Service	0.4%
Other	98.6%

CRM

Featured Reviews

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Has improved process coverage and integration while offering strong analytics and user experience

The analytics and reporting functionalities of Oracle CRM are good. I would rate them eight to nine out of ten, but it slightly falls behind Salesforce, which is much more advanced in terms of meeting the process and analytics part. The integration of Oracle CRM with other Oracle applications is seamless; that's not a problem at all. The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform. The multichannel service support has an impact on my customer service operations.

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Kishore-Panathula

Sr. Architect-CLSA at Wipro Limited

Unified customer service has provided real-time insights and supports flexible, intuitive workflows

We have a customer service application for customer service in a smaller group, and for most purposes, we use the direct platform. It is a unified channel that depends upon the business. We do not use all channels, but we leverage them wherever they are applicable. The interface is intuitive and depends upon the business. Whenever there is a request for information, we come up with a design and then provide the opportunity to see if it is usable or if they would prefer it in another fashion. Out of the box, it is acceptable. It has all the features required for supporting the customer service side. Although we are not using the voice feature, it gives people the flexibility to interact and get real information. Real-time information is available. It includes both a dashboard and the customer service front desk UI.

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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 forecasting reporting section was the most useful."

"Oracle CRM is a stable solution."

"Technical support is very fast. It's customer friendly."

"Case management, incident management, and request management features are valuable."

"It helps our company interact with our customers, track leads and opportunities, determine how many opportunities are transferred into actual sales, and other such areas."

"It's very easy to find any customer-related data."

"The most valuable features of the solution are that it is user-friendly and the fact that the database handling is much better, like any other Oracle solution."

"Currently it's meeting all our needs, hence the migration about six months ago that we moved from on-premise to OCI, to the cloud-based platform to add additional capacity and analytics."

More Oracle CRM pros

"It has all the features required for supporting the customer service side, and although we are not using the voice feature, it gives people the flexibility to interact and get real information with real-time information available."

"The product is scalable. It works efficiently for changing existing features."

"The most valuable feature of the solution is case management and different configurations."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"Pega Customer Service is scalable."

Cons

"The user interface and performance could be better."

"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."

"We noticed that sometimes it can be slow, and then we have to refresh the whole system."

"It's not perfect with technical support from Oracle CRM, which is why we have managed services because it's far easier to get our issues addressed than going through tech support."

"Customization is an area in the solution that takes too much time. So, it needs to be improved."

"The product's UI lags, and with all the new technologies, it is not quick enough to adopt them."

"The performance could be better."

"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round."

More Oracle CRM cons

"Pega JVM function needs to be improved."

"The licensing cost could also be improved."

"Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us."

"The only concern I have seen about the product is its prices."

"The product's pricing needs improvement."

Pricing and Cost Advice

"The licensing is on a yearly basis."

"We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system."

"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."

"The solution is expensive."

"The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

"There is a license required to use this solution. The price is reasonable for a CRM."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

More Oracle CRM pricing and cost advice

"The tool's pricing is flexible, and I rate it four to five out of ten."

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

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Top Industries

By visitors reading reviews

University

13%

Financial Services Firm

12%

Manufacturing Company

Educational Organization

Financial Services Firm

35%

Computer Software Company

17%

Performing Arts

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	22

No data available

Questions from the Community

What do you like most about Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

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What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

See all answers

What needs improvement with Oracle CRM?

Oracle CRM's technical support is not that great sometimes. It could be improved with better quality for response time and empathy with the client's operations. When a client asks for any support, ...

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What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

See all answers

What is your experience regarding pricing and costs for Pega Customer Service?

The setup cost depends upon the business. We do not use all channels, so it depends, but we leverage them wherever they are applicable.

See all answers

What needs improvement with Pega Customer Service?

Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us. From the implementation side, it is still at the higher end. However, I do not have ...

See all answers

Comparisons

SAP CRM vs Oracle CRM

Compared 16% of the time

Siebel CRM vs Oracle CRM

Compared 15% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 12% of the time

Oracle Eloqua vs Oracle CRM

Compared 7% of the time

More Oracle CRM Competitors

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 61% of the time

Pega CRM vs Pega Customer Service

Compared 39% of the time

More Pega Customer Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

January 2026

Download Oracle CRM product report

Buyer's Guide

Pega Customer Service

January 2026

Download Pega Customer Service product report

Also Known As

Market2Lead

No data available

Overview

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

Oracle

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

Information Not Available

Buyer's Guide

Oracle CRM vs. Pega Customer Service

December 2025

Free Report: Oracle CRM vs. Pega Customer Service

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