Oracle CRM vs Pega Customer Service comparison

Oracle and Pega are both solutions in the CRM category. Oracle is ranked #8 with an average rating of 7.5, while Pega is ranked #30 with an average rating of 8.5. Oracle holds a 3.1% mindshare in CRM, compared to Pega’s 0.3% 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 40 Oracle CRM reviews

1,588 Views
1,382 Comparison Views

90% willing to recommend

Pega Customer Service

Read 5 Pega Customer Service reviews

206 Views
187 Comparison Views

100% willing to recommend

Oracle CRM

Pega Customer Service

Comparison Buyer's Guide

Download the report

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 The interface can become outdated compared to newer solutions.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: July 2025).

Buyer's Guide

Oracle CRM vs. Pega Customer Service

July 2025

Download the complete report

Helped 865,384 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

Oracle CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Oracle CRM is 3.1%, down from 3.4% compared to the previous year. The mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

Read full review

reviewer4848291

Global Head of Digital, Process Automation at a computer software company with 51-200 employees

Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences

1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.

Read full review

Quotes from Members

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

Pros

"Oracle CRM's best feature is its ability to customize as per specific organization's requirements."

"I find the reporting features impactful."

"Oracle Connect as a feature within CRM is valuable for establishing and maintaining customer relationships, enabling users to see customer details and interact graphically with relationships."

"Oracle CRM accommodates client needs, potentially reducing licensing costs with a pay-as-you-go approach. It also allows for the standardization of processes and reporting, which is important for our organization. Additionally, integration through APIs improves connectivity."

"CRM's performance is good, we've never faced any issues with it."

"Oracle CRM helped us better understand the customer journey."

"The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates."

"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."

More Oracle CRM pros

"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."

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

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

"Pega Customer Service is scalable."

Cons

"An improvement would be to lower the price of the license."

"The AI feature needs improvement. The technical support also has room for improvement."

"It’s complex to customize the tool."

"Oracle CRM should improve in terms of AI capabilities and user interface design."

"The user interface could be better. It's currently running on an older Java UI format, which could be upgraded to Fiori."

"In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic."

"I think Oracle CRM could improve its user interface and user experience to make it more engaging. Currently, it has a more traditional enterprise look, but I believe it could benefit from more catchy and engaging colours and designs to better engage with users and stakeholders. While the capabilities might be there, the interface may not be very inviting for first-time users."

"Though Oracle CRM's support has a good reaction time, it needs to be better."

More Oracle CRM cons

"The licensing cost could also be improved."

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

"Pega JVM function needs to be improved."

"The product's pricing needs improvement."

Pricing and Cost Advice

"The product's pricing is manageable and flexible."

"The cost of a license with support is slightly higher than a regular license."

"There are licenses needed to use this solution and they are managed by our product team."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"Compared to alternative solutions Oracle CRM is expensive."

"The tool's pricing involves a monthly subscription fee based on the number of users. I believe it's around $20 per user initially, and then an additional five dollars per user if more users are added."

"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."

More Oracle CRM pricing and cost advice

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

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

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

865,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

12%

Financial Services Firm

10%

Computer Software Company

Educational Organization

Financial Services Firm

38%

Computer Software Company

20%

Non Profit

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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...

See all answers

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?

From an Oracle CRM perspective, the pricing and cost is a challenging, but we do have lengthy and extensive discussions with Oracle to try and meet our needs. So far, it's proving to be beneficial;...

See all answers

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 pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

See all answers

What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

See all answers

Comparisons

Siebel CRM vs Oracle CRM

Compared 32% of the time

SAP CRM vs Oracle CRM

Compared 30% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 15% 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 100% of the time

More Pega Customer Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

August 2025

Download Oracle CRM product report

Buyer's Guide

CRM

August 2025

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

July 2025

Free Report: Oracle CRM vs. Pega Customer Service

Find out what your peers are saying about Oracle CRM vs. Pega Customer Service and other solutions. Updated: July 2025.

DOWNLOAD NOW

865,384 professionals have used our research since 2012.

See our Oracle CRM vs. Pega Customer Service report.

See our list of best CRM vendors.

We monitor all CRM 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.