Pega CRM vs Salesforce Sales Cloud comparison

Pega and Salesforce are both solutions in the CRM category. Pega is ranked #17 with an average rating of 7.7, while Salesforce is ranked #2 with an average rating of 8.2. Pega holds a 1.5% mindshare in CRM, compared to Salesforce’s 8.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 94% of Salesforce users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

570 Views
313 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 115 Salesforce Sales Cloud reviews

4,029 Views
1,918 Comparison Views

94% willing to recommend

Pega CRM

Salesforce Sales Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Salesforce Sales Cloud and Pega CRM compete in the CRM category. Salesforce appears to have an advantage with its extensive app integrations and automation features, while Pega is favored for its superior case management capabilities.

Features: Salesforce Sales Cloud is known for its extensive integration capabilities, a broad array of apps via its AppExchange, and robust CRM and sales process management. It offers declarative development for users to create workflows without coding. Pega CRM, distinguished by excellent case management and process automation, leverages a configuration-driven approach for ease of updates, robust integration abilities, and pre-built workflows.

Room for Improvement: Salesforce Sales Cloud faces critiques for its complex interface, overwhelming features for new users, and high pricing with hidden costs. Its reporting functions need better intuitiveness. Pega CRM is seen as expensive with a difficult interface, limited database modifications, and a need for improved support and additional integration adaptors.

Ease of Deployment and Customer Service: Salesforce Sales Cloud and Pega CRM offer deployment across public and private clouds. Salesforce's customer service is often rated efficient, though some report variability in response times. Pega CRM's support, while satisfactory, is noted as less user-friendly compared to Salesforce, indicating a need for enhancement.

Pricing and ROI: Salesforce Sales Cloud, priced per-user, is seen as costly especially for small businesses but is often deemed a good investment due to its capabilities and positive ROI. Pega CRM uses customized pricing models, often perceived as high-cost but justified by its extensive functionalities suited for enterprises.

To learn more, read our detailed Pega CRM vs. Salesforce Sales Cloud Report (Updated: June 2025).

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

June 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

Pega CRM

Ranking in CRM

17th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th)

Salesforce Sales Cloud

Ranking in CRM

2nd

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

115

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (3rd)

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Pega CRM is 1.5%, up from 1.4% compared to the previous year. The mindshare of Salesforce Sales Cloud is 8.1%, down from 10.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Q&A Highlights

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 03, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.

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Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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Greg-Lythe

CTO at Amulets Hotkey

A feature-rich platform that helps to track sales and gather customer information

My age-old complaint with Salesforce Sales Cloud is that it has to be refreshed because it's a cloud-based system. If you make any updates, you have to refresh and save because you're fundamentally looking at what's running in the cloud. It can be slow since you constantly refresh and save the screen. If you were running a local application, like a local CRM system, as you input anything, it would be more seamless. It's like using Excel—you don't have to save every single time you enter new details into a cell because it knows it's a local copy. With a cloud-based system like the tool, changing requires refreshing and saving, which can be tedious.

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

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"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."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"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 case management feature is really valuable."

More Pega CRM pros

"I find the forecasting the most valuable feature. It's valuable because there are two types of forecasting, customizable and collaborative forecasting."

"Salesforce is a very powerful tool which helps us to build that through tools like Process Builder or Flows, or even write code to achieve these scenarios."

"Salesforce is very user-friendly, which makes it effortless to track business management reports."

"The features of Sales Cloud most useful for testing and running email campaigns are highly valuable."

"The reporting is easy and helpful."

"The most valuable features are custom objects, custom workflows, triggering, and integration with other SaaS solutions."

"I've found lead management to be the most valuable feature of Salesforce Sales Cloud. It helps capture, track, and manage leads throughout the sales process. The tool is easy to learn."

"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."

More Salesforce Sales Cloud pros

Cons

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"The solution has room for improvement around decisional and real-time data analysis."

"The UI should be improved."

"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"

"The UI is lagging and needs to be improved."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"They should enable the data-driven streaming feature inside it."

More Pega CRM cons

"Sometimes, it is difficult to integrate it with my emails. I've had trouble integrating it with my emails. There were a couple of things I did try as well, but I wasn't able to do so. I've had difficulty in other areas too with integration. It was related to syncing my calendars. I want the tasks that I put in to automatically sync to my calendars and update my calendars, but I couldn't figure out how to do it."

"I would like if Sales Cloud had the flexibility to create or edit the forms used to submit requests. Right now, they're fixed, and users can't edit them. Only administrators have editing privileges, so it takes too long to make changes."

"The scalability could improve by a small amount."

"They should also include ATP and CTP functionality."

"When integrating Salesforce Sales Cloud with other applications it can be difficult to maintain security."

"Its reporting capabilities can be improved. Its reporting interface should be improved to personalize reports."

"It might be easier if there were better integration with other sales systems or clouds that are not powered by Salesforce. For example, when we work with partners, such as Amazon or any other major tech company, sometimes we collaborate to develop a sales lead."

"There are things that could be improved with respect to file sharing. There is a limited file size."

More Salesforce Sales Cloud cons

Pricing and Cost Advice

"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 pricing is on the higher side."

"It is expensive."

"The price of Salesforce Sales Cloud could be reduced. It is expensive."

"There is a license required to use this solution and the price is expensive. It could be reduced."

"Its license is expensive. It is probably a lot more than smaller solutions. It is around £500 a month, but I don't know how many licenses we have."

"Price-wise, the product does not fall under the category of cheaply priced products."

"Not the cheapest"

"It's expensive, storage being the most costly aspect."

"We pay a yearly subscription fee."

"We have a yearly license, and there are no hidden costs. Considering the Indian market, the pricing is reasonable. I don't consider it to be on the high side."

More Salesforce Sales Cloud pricing and cost advice

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Answers from the Community

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 3, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

See 2 answers

it_user70698

Works at Cognizant Technology Solutions

Oct 3, 2017

Read full answer

it_user747921

Vice President, CRM Product Marketing at Pegasystems

Oct 3, 2017

My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson

Read full answer

Top Industries

By visitors reading reviews

Financial Services Firm

24%

Computer Software Company

13%

Real Estate/Law Firm

Educational Organization

42%

Computer Software Company

Financial Services Firm

Manufacturing Company

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.

See all answers

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...

See all answers

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...

See all answers

What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

See all answers

What needs improvement with Salesforce Sales Cloud?

With today's generative AI capabilities like ChatGPT ( /products/chatgpt-reviews ), it should be possible to directly communicate with the software rather than navigating through the entire system ...

See all answers

What is your primary use case for Salesforce Sales Cloud?

I generally use Salesforce Sales Cloud ( /products/salesforce-sales-cloud-reviews ) for our sales process, setting up the entire opportunity lifecycle from lead generation to contract closure. It h...

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Comparisons

Siebel CRM vs Pega CRM

Compared 20% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 19% of the time

Salesforce Service Cloud vs Pega CRM

Compared 18% of the time

Genesys Cloud CX vs Pega CRM

Compared 13% of the time

Odoo vs Pega CRM

Compared 9% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs Salesforce Sales Cloud

Compared 25% of the time

SAP CRM vs Salesforce Sales Cloud

Compared 24% of the time

Oracle CX Sales vs Salesforce Sales Cloud

Compared 6% of the time

Camunda vs Salesforce Sales Cloud

Compared 4% of the time

Claritysoft vs Salesforce Sales Cloud

Compared 2% of the time

More Salesforce Sales Cloud Competitors

Product Reports

Buyer's Guide

Pega CRM

June 2025

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Buyer's Guide

Salesforce Sales Cloud

June 2025

Download Salesforce Sales Cloud product report

Also Known As

Chordiant

Sales Cloud, SFDC, Salesforce

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

Salesforce

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Buyer's Guide

Pega CRM vs. Salesforce Sales Cloud

June 2025

Free Report: Pega CRM vs. Salesforce Sales Cloud

Find out what your peers are saying about Pega CRM vs. Salesforce Sales Cloud and other solutions. Updated: June 2025.

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