Pega CRM vs Zoho CRM comparison

Pega and Zoho are both solutions in the CRM category. Pega is ranked #18 with an average rating of 7.7, while Zoho is ranked #5 with an average rating of 8.3. Pega holds a 1.5% mindshare in CRM, compared to Zoho’s 3.0% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 88% of Zoho users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

566 Views
443 Comparison Views

100% willing to recommend

Zoho CRM

Read 52 Zoho CRM reviews

2,372 Views
1,178 Comparison Views

88% willing to recommend

Pega CRM

Zoho CRM

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Executive SummaryUpdated on Dec 19, 2024

Zoho CRM and Pega CRM compete in the CRM software category. Zoho CRM appears to have the upper hand due to its cost-effectiveness and ease of use, which is beneficial for startups and SMEs, while Pega CRM targets complex enterprise-level needs.

Features: Zoho CRM offers extensive customization, integration with Google Apps, and robust reporting features, making it user-friendly and supportive of remote collaboration. Pega CRM is noted for its efficient case management, strong workflows, and layered architecture that simplifies complex processes.

Room for Improvement: Zoho CRM could benefit from improved Outlook integration, enhanced email campaigns, and better data management tools. Simplifying the mobile app and adding social media functionalities could be advantageous. Pega CRM faces high licensing costs and rigidity, with room for improvements in UI design, pricing clarity, and support options.

Ease of Deployment and Customer Service: Zoho CRM provides flexibility with multiple cloud deployment options, while Pega CRM supports both public and private clouds. Zoho's customer support varies, with mixed reviews on responsiveness and knowledge depth. Pega offers good technical support but could improve customer service options and reduce wait times.

Pricing and ROI: Zoho CRM is considered cost-effective, offering various pricing tiers that enhance ROI through automation. Pega CRM has higher pricing, perceived as expensive due to custom licensing, but its functionality can offer significant ROI for enterprises needing comprehensive solutions.

To learn more, read our detailed Pega CRM vs. Zoho CRM Report (Updated: April 2025).

Buyer's Guide

Pega CRM vs. Zoho CRM

April 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

18th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th)

Zoho CRM

Ranking in CRM

5th

Average Rating

8.0

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Opportunity Management (3rd), Sales Force Automation (3rd)

Mindshare comparison

As of May 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 Zoho CRM is 3.0%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

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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AmerKhan

Senior Director - Head of Solution Engineering at Osol tech (Private) Limited

Diverse integrations assist in seamlessly aligning marketing efforts with sales tracking

Zoho CRM is flexible due to its integrations, like with Zoho Campaign, helping integrate marketing efforts with CRM processes. It offers a no-cost entry with the ability for three users to use it at no charge, which is beneficial for startups to explore the platform without financial strain. This enables me to start using the platform, handle opportunities, and get a feel before committing financially.

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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

"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."

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

"The case management feature is really valuable."

"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."

"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."

"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."

More Pega CRM pros

"We use the solution for different projects. We use it to patch lead details from clients' sources."

"Zoho CRM is easy to use and easy to understand."

"The camera feature is valuable because it provides a look and feel."

"It has helped to manage, move forward, and also customize my processes. It has helped me with my sales pipeline, sales process, and performance."

"Its initial setup process for the cloud-based version is straightforward."

"Zoho CRM integrates easily with customer service workflows."

"The login and logout times of each employee of our company are recorded by Zoho CRM for productivity calculations"

"What I like best about Zoho CRM is the web form feature. I find Zoho CRM forms excellent."

More Zoho CRM 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."

"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."

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

"The UI should be improved."

"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."

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

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

More Pega CRM cons

"Zoho CRM has a rule engine or a place where you can set certain rules. That's not evolved very much. They could improve this within the platform."

"They should provide an option to customize modules."

"Support could be more knowledgeable."

"The tool is hard for people who have worked with Microsoft Office for a long time."

"I would like to see better integration with Zoho Creator."

"Adding a new contract to the solution is quite complicated."

"Zoho could be more user friendly by improving the UI of the interface."

"Pricing for Zoho CRM could be improved because it is expensive. My company also needs some analytics, so it would be good if Zoho CRM had built-in analytics."

More Zoho CRM 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."

"It is expensive."

"The pricing is on the higher side."

"Zoho CRM is an expensive tool."

"The solution has standard pricing plans."

"The product costs $35 per user per year."

"This solution is less expensive than Salesforce."

"The price of Zoho CRM is already competitive, but we would always like to have a better discount. Most of the features are included in the price but if we want the extra features then we have to purchase them."

"We consider it a good value and found it to be cost-effective."

"It is around $1000 a month."

"The tool started out quite cheap. It's had some changes with small and medium business subscriptions, but it's still worth the price. I'd say it's priced a bit below the medium range."

More Zoho CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

14%

Real Estate/Law Firm

Comms Service Provider

Educational Organization

75%

Computer Software Company

Financial Services Firm

Government

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...

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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...

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What do you like most about Zoho CRM?

Zoho CRM integrates easily with customer service workflows.

See all answers

What is your experience regarding pricing and costs for Zoho CRM?

I rate the pricing as a five out of ten, as it offers good value for money.

See all answers

What needs improvement with Zoho CRM?

The analytics and AI suggestion features need improvement.

See all answers

Comparisons

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Compared 24% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 18% of the time

Salesforce Service Cloud vs Pega CRM

Compared 15% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 12% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

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SAP CRM vs Zoho CRM

Compared 52% of the time

Odoo vs Zoho CRM

Compared 9% of the time

Bitrix24 vs Zoho CRM

Compared 7% of the time

Oracle CRM vs Zoho CRM

Compared 6% of the time

Salesforce Sales Cloud vs Zoho CRM

Compared 6% of the time

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Product Reports

Buyer's Guide

Pega CRM

April 2025

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Buyer's Guide

Zoho CRM

April 2025

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Also Known As

Chordiant

No data 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.

Pega

Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution for managing organization-wide Sales, Marketing, Customer Support & Service and Inventory Management.

Zoho

Sample Customers

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

JetHub, Anderson Sales Advantage, ActionCoach, Milagro Advisory Group, TECO Pneumatic, Proteomics Consult

Buyer's Guide

Pega CRM vs. Zoho CRM

April 2025

Free Report: Pega CRM vs. Zoho CRM

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