Oracle CX Sales vs Pega Customer Service comparison

Oracle and Pega are both solutions in the CRM category. Oracle is ranked #14 with an average rating of 8.6, while Pega is ranked #35 with an average rating of 8.3. Oracle holds a 1.1% mindshare in CRM, compared to Pega’s 0.3% mindshare. Additionally, 87% of Oracle users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Oracle CX Sales

Read 15 Oracle CX Sales reviews

1,161 Views
1,103 Comparison Views

87% willing to recommend

Pega Customer Service

Read 5 Pega Customer Service reviews

324 Views
305 Comparison Views

100% willing to recommend

Oracle CX Sales

Pega Customer Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Oracle CX Sales and Pega Customer Service are competitive solutions in customer relationship management and customer service automation, respectively. While Oracle CX Sales appears to have the upper hand in integration and scalability, Pega Customer Service stands out in process automation and customization.

Features: Oracle CX Sales provides advanced analytics, AI-driven insights, and seamless Oracle product integration, catering well to data-driven enterprises. Pega Customer Service features dynamic case management and offers a unified platform tailored for end-to-end customer service experiences, ideal for industries requiring extensive customization.

Room for Improvement: Oracle CX Sales can enhance its visual builder capabilities and increase out-of-the-box features for non-standard CRM procedures. Pega Customer Service could benefit from streamlining its complex configuration options and reducing initial setup complexity. Both solutions might work on simplifying user interface elements for improved ease of use.

Ease of Deployment and Customer Service: Oracle CX Sales offers straightforward cloud deployment and reliable support services, favoring businesses seeking rapid scalability. Conversely, Pega Customer Service provides a flexible deployment model with extensive customer support, appealing to those needing a tailored setup.

Pricing and ROI: Oracle CX Sales presents a cost-effective investment with a focus on enhancing predictive insights and sales growth potential for immediate ROI. Pega Customer Service, with potentially higher initial costs, leverages efficiency and improved customer engagement for long-term value. Oracle's affordable pricing may attract businesses focused on quick returns, while Pega's comprehensive capabilities could justify its premium for organizations seeking process optimization benefits.

To learn more, read our detailed Oracle CX Sales vs. Pega Customer Service Report (Updated: September 2025).

Buyer's Guide

Oracle CX Sales vs. Pega Customer Service

September 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 CX Sales

Ranking in CRM

14th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Opportunity Management (7th), Sales Force Automation (5th)

Pega Customer Service

Ranking in CRM

35th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Oracle CX Sales is 1.1%, down from 3.0% compared to the previous year. The mindshare of Pega Customer Service is 0.3%, 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 CX Sales	1.1%
Pega Customer Service	0.3%
Other	98.6%

CRM

Featured Reviews

Uday Kiran B

Senior Analyst at Capgemini

Offers the capability to customize it the way I want, create my own CRM, and create a new closed integration with everything

The best thing is we can customize it. For example, there are some standard procedures in CRM, the opportunity that is standard. Other than that, we can create customized software on a business-to-business basis. So, if I don't want to follow any standard upgrade of CRM, I can customize it the way I want, create my own CRM, and create a new closed integration with everything. I can make my own CRM. The analytics in Oracle CX Sales are good. We can use ODA (Oracle Digital Assistant) to track data. There are some out-of-the-box reports for things like currency exchange data or product lists. These features are there by default. If you need to create new custom reports, it's possible to do so. They've been lagging behind the visual builder recently, but the product has improved.

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

"The integration with other systems is easy."

"Stability depends on the implementation, but overall, it's quite high."

"The lead and opportunity management features are valuable."

"Oracle CX Sales is workflow-driven, aligning with best practices in our sales process."

"It is stable and scalable, and their support has been very responsive."

"The solution integrates well."

"In my experience, the most valuable feature of Oracle CX Sales varies depending on the vertical of the business you're in. Oracle offers industry-specific products tailored to different sectors. However, the sales cycles and methods remain largely consistent across the board."

"the Oracle CX Sales Eloqua module is very useful."

More Oracle CX Sales pros

"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."

"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

"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."

"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."

"You can get disconnected if you do not have a strong, reliable internet connection."

"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."

"Improvements for Oracle CX Sales include enhancing the user interface (UI) to meet modern standards. Many clients prefer a more optimized UI over the classic one. The market is moving towards better UI and UX design coupled with functionalities. Oracle has a tool called VBCS that can help improve the UI. With VBCS, the look and feel of the application can be completely transformed. For example, Oracle CX Sales has been implemented for Ferrari, a top automotive industry player."

"Support is very poor."

"We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being."

"They've been lacking in creating customization from scratch and in sales."

More Oracle CX Sales cons

"Pega JVM function needs to be improved."

"The product's pricing needs improvement."

"The licensing cost could also be improved."

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

Pricing and Cost Advice

"The product is pricey."

"The price is reasonable."

"It's expensive, but worth the money."

"The solution is reasonably priced compared to other tools."

"It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."

"The product pricing is reasonable compared to other solutions in the market."

"Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product."

"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

Manufacturing Company

16%

Computer Software Company

12%

Financial Services Firm

University

Financial Services Firm

35%

Computer Software Company

19%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	2
Large Enterprise	12

No data available

Questions from the Community

What do you like most about Oracle CX Sales?

The integration with other systems is easy.

See all answers

What is your experience regarding pricing and costs for Oracle CX Sales?

Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product.

See all answers

What needs improvement with Oracle CX Sales?

The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes. Customization of field length and width to accommodate geographical require...

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?

Pega Customer Service uses a customized, subscription-based pricing model, which varies based on: Number of users (agents, supervisors, admins) Deployment model (cloud vs. on-premises) Feature set ...

See all answers

What needs improvement with Pega Customer Service?

See all answers

Comparisons

Salesforce Sales Cloud vs Oracle CX Sales

Compared 29% of the time

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 26% of the time

Siebel CRM vs Oracle CX Sales

Compared 19% of the time

Sales Creatio vs Oracle CX Sales

Compared 10% of the time

Oracle Fusion Service vs Oracle CX Sales

Compared 10% of the time

More Oracle CX Sales 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 CX Sales

September 2025

Download Oracle CX Sales product report

Buyer's Guide

CRM

September 2025

Download Pega Customer Service product report

Also Known As

Oracle Sales Cloud

No data available

Overview

Oracle Sales Cloud is a sales enablement, sales intelligence, and sales performance management hybrid platform. It combines sales automation and intelligence, SPM (including compensation plans), partner relationship management, and sales collaboration tools. Features include: lead and opportunity management, prospecting, customer data enrichment, territory and quota balancing, goal alignment, compensation plan modeling, account management, partner selling programs, social collaboration, and sales education/knowledge management.

The key elements of Oracle Sales Cloud's SFA solution are vast. They include: • Core foundational sales force automation tools such as account, opportunity and lead management and productivity tools • A comprehensive partner relationship management offering to manage channel sales and partner management • Extensive sales performance management encompassing the science of managing territories, quota management and sales incentive compensation • Advanced analytics consisting of pre-built analytic reports, data visualization and adaptive intelligence • A customer data management system to ensure clean, consolidated and complete customer information. With rich functional capabilities and a comprehensive feature set, Oracles Sales Cloud provides a more modern approach to sales execution.

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

Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.

Information Not Available

Buyer's Guide

Oracle CX Sales vs. Pega Customer Service

September 2025

Free Report: Oracle CX Sales vs. Pega Customer Service

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