Pega CRM vs Pega Robotic Process Automation comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Pega CRM
Average Rating
8.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (17th)
Pega Robotic Process Automa...
Average Rating
7.6
Number of Reviews
22
Ranking in other categories
Robotic Process Automation (RPA) (10th)
 

Mindshare comparison

As of June 2024, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 1.7%, down from 5.7% compared to the previous year. The mindshare of Pega Robotic Process Automation is 3.3%, down from 12.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
Unique Categories:
CRM
1.5%
Robotic Process Automation (RPA)
2.0%
 

Featured Reviews

RP
Jan 29, 2024
Low-code platform, many tasks are configurable, eliminating the need for custom coding from scratch and offers beautiful dashboard and offers a lot of out-of-the-box configurations
For case management, Pega's capabilities are unmatched. No other tool has what Pega offers. While Appian might not even have cases (unsure about the latest version), their processes are based on flows. Pega, on the other hand, manages cases with different stages, steps, and flows within each stage. This allows for creating reusable and modular flows at the tool level, unlike building large flows like in Appian. Additionally, 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 like Power Apps, which lack any case-related functionalities due to their different focus.
MG
Jan 19, 2023
Flexible and allows for coding of automations, but lacks drag and drop functionality
My use cases are slightly difficult and challenging. It was largely used for automation purposes.  Anything goes with Pega. If you want to make any kind of base automation, you can easily code exactly what you want.  The advantage of Pega is that coding your automation allows you to hook all of…

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 is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"The product's deployment phase was easy."
"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 solution is very easy to use."
"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 case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"If you want to make any kind of base automation, you can easily code exactly what you want."
"Its stability has been good."
"The workflow system is very intuitive."
"They are leaders in the same industry."
"The low-code/no-code development aspect of the solution is great."
"Pega is also broadening its landscape by building on top of PRPC (CRM, EPC, etc.), and with a cloud offering available, it is a genuine contender to compete with Salesforce."
"​It is a good and matured solution."
"The initial setup is pretty easy and quite fast."
 

Cons

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI should be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI is lagging and needs to be improved."
"They should enable the data-driven streaming feature inside it."
"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."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"Rule versioning and deployment to enable parallel development could still be improved​"
"In this modern world, in this automation space, if Pega could provide more options that are user-friendly and provide a way to quickly develop an automation solution that is drag-and-drop with a minimal coding approach, then it would be great for automation."
"The development experience needs to be improved."
"The OCR capabilities of the solution could be improved."
"The ease-of-use could be improved."
"I would like to improve the tool's integration features and stability."
"What I don't like that much in Pega Robotic Process Automation is its monitoring tool because that tool is tightly connected with the platform. If the Pega team can deploy the monitoring tool separately, so that it's a separate solution altogether, then that would be good because currently, if you have to use the monitoring tool, then that means you have to use the Pega Robotic Process Automation platform. The initial setup for Pega Robotic Process Automation also needs improvement because it is complex. The only additional feature I'd like to see in the solution is for the monitoring tool to be a stand-alone rather than being tightly coupled with the Pega platform. Looking at the current features of Pega Robotic Process Automation concerning application automation, it covers most of my needs currently."
"Pega Robotic Process Automation can improve the OGR area. You don't have a feature to read documents in computer voices."
 

Pricing and Cost Advice

"It is expensive."
"The pricing is on the higher side."
"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 licensing cost is too high."
"I would rate the product's pricing a nine out of ten."
"Pega Robotic Process Automation is an expensive solution."
"​I was not involved in licensing and pricing, but it is worth the cost​."
"In terms of Pega Robotic Process Automation pricing, I would rate it a five out of five because the solution has a good price. Pricing is not very high, though I'm unsure of the exact cost, based on my experience, the price for Pega Robotic Process Automation is less than Blue Prism because I worked with a few clients that have both solutions and my clients prefer Pega Robotic Process Automation over Blue Prism particularly because of the licensing costs."
"Pega is pretty costly."
"Pega is as competitive as the basic players such as UiPath or Automation Anywhere. UiPath is the most expensive, but Pega is at par with Automation Anywhere."
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Top Industries

By visitors reading reviews
Financial Services Firm
24%
Computer Software Company
17%
Manufacturing Company
6%
Real Estate/Law Firm
6%
Financial Services Firm
27%
Computer Software Company
11%
Manufacturing Company
11%
Insurance Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Pega CRM?
The product's deployment phase was easy.
What needs improvement with Pega CRM?
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 datab...
What is your primary use case for Pega CRM?
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 modul...
What do you like most about Pega Robotic Process Automation?
The solution's automation handling capability has positively impacted the overall automation process in my experience.
What is your experience regarding pricing and costs for Pega Robotic Process Automation?
I would rate the pricing a six out of ten, with ten being expensive.
What needs improvement with Pega Robotic Process Automation?
It's a good tool, but I feel like it doesn't get updated frequently enough. There aren't a lot of new features or a clear roadmap for future improvements. While it's technically sound, it could be ...
 

Also Known As

Chordiant
Pega RPA, OpenSpan
 

Learn More

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Overview

 

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING
eBay Enterprise, M&I Bank
Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers. Updated: June 2024.
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