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 7.6, while Pega is ranked #30 with an average rating of 8.5. Oracle holds a 3.2% mindshare in CRM, compared to Pega’s 0.2% mindshare. Additionally, 89% of Oracle users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Oracle CRM

Read 38 Oracle CRM reviews

1,413 Views
904 Comparison Views

89% willing to recommend

Pega Customer Service

Read 4 Pega Customer Service reviews

136 Views
33 Comparison Views

100% willing to recommend

Oracle CRM

Pega Customer Service

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 The interface can become outdated compared to newer solutions.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

Buyer's Guide

Oracle CRM vs. Pega Customer Service

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

Oracle CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the CRM category, the mindshare of Oracle CRM is 3.2%, down from 3.7% compared to the previous year. The mindshare of Pega Customer Service is 0.2%, 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.

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Balaji Choda

Architect at American Express

Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

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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 most valuable feature of Oracle CRM is the organization it provides."

"It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."

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

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

"The most important feature is the ability to assign a plan using the manual close function."

"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."

"It has a wide variety of use cases."

"We are most comfortable with the user interface that Oracle CRM has, it is very good."

More Oracle CRM pros

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

"Pega Customer Service is scalable."

"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."

Cons

"I would like to see the UI improved ."

"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."

"I'd like to see more feature enhancements."

"Improvements could be made in automating certain tasks, such as automatically notifying me via email when a customer has signed off on a proposal. Some of these features require payment, but including them in the basic package for smaller companies would be beneficial."

"The configuration requires a lot of technical intervention."

"The product is not intuitive."

"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."

"Oracle CRM can improve integration and performance."

More Oracle CRM cons

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

"The licensing cost could also be improved."

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

Pricing and Cost Advice

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

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

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

"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."

"Compared to alternative solutions Oracle CRM is expensive."

"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."

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

"The licensing is on a yearly basis."

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."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

University

12%

Computer Software Company

12%

Government

11%

No data available

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?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

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 ...

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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...

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Comparisons

Siebel CRM vs Oracle CRM

Compared 34% of the time

SAP CRM vs Oracle CRM

Compared 30% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 4% 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

May 2025

Download Oracle CRM product report

Buyer's Guide

CRM

June 2025

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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

June 2025

Free Report: Oracle CRM vs. Pega Customer Service

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