Pega CRM vs Salesforce Service Cloud comparison

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Pega Logo
292 views|215 comparisons
100% willing to recommend
Salesforce Logo
637 views|541 comparisons
95% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Pega CRM and Salesforce Service Cloud based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Pega CRM vs. Salesforce Service Cloud Report (Updated: May 2024).
772,017 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It also reduces the duration per call, and it ensures a first time resolution of the issue.""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.""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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal.""The product's deployment phase was easy.""We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

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"The complexity of the solution is very less.""The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels.""It's a cloud tool, so it is easy to set up.""The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization.""The interface is quite user-friendly.""We use Salesforce Service Cloud for lead management and opportunity management.""The product's initial setup phase was straightforward.""The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

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Cons
"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 disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications.""It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive.""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.""The UI should be improved.""The UI is lagging and needs to be improved.""The solution has room for improvement around decisional and real-time data analysis.""Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

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"The documentation could be improved.""Salesforce Service Cloud's report functionality could be improved.""The integrations with other solutions can be improved.""The main concern for me revolves around the speed of certain integrations.""Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here.""There is room for improvement in pricing.""The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.""One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

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Pricing and Cost Advice
  • "It is expensive."
  • "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."
  • More Pega CRM Pricing and Cost Advice →

  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • "The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
  • "The solution is priced at 50 dollars a month per user."
  • More Salesforce Service Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product's deployment phase was easy.
    Top Answer: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… more »
    Top Answer: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 module… more »
    Top Answer:The solution’s user interface could be improved and enhanced.
    Top Answer:We use the solution for ticketing, marketing, and sales purposes. It is also used for generating leads, converting them to opportunities, and completely managing sales. It captures every lead it… more »
    Ranking
    Views
    292
    Comparisons
    215
    Reviews
    9
    Average Words per Review
    723
    Rating
    8.0
    Views
    637
    Comparisons
    541
    Reviews
    13
    Average Words per Review
    451
    Rating
    8.3
    Comparisons
    Also Known As
    Chordiant
    Service Cloud
    Learn More
    Pega
    Video Not Available
    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.

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    Sample Customers
    The State of Maine, Aegis, Aegon, AIG Japan, ING
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Top Industries
    VISITORS READING REVIEWS
    Financial Services Firm23%
    Computer Software Company16%
    Real Estate/Law Firm6%
    Manufacturing Company6%
    REVIEWERS
    Manufacturing Company29%
    Computer Software Company14%
    Marketing Services Firm10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm12%
    Manufacturing Company8%
    Company Size
    REVIEWERS
    Midsize Enterprise20%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise11%
    Large Enterprise70%
    REVIEWERS
    Small Business30%
    Midsize Enterprise27%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    Buyer's Guide
    Pega CRM vs. Salesforce Service Cloud
    May 2024
    Find out what your peers are saying about Pega CRM vs. Salesforce Service Cloud and other solutions. Updated: May 2024.
    772,017 professionals have used our research since 2012.

    Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews while Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 42 reviews. Pega CRM is rated 8.0, while Salesforce Service Cloud is rated 8.6. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and HubSpot CRM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI. See our Pega CRM vs. Salesforce Service Cloud report.

    See our list of best CRM Customer Engagement Centers vendors.

    We monitor all CRM Customer Engagement Centers 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.