We performed a comparison between Pega CRM and Zoho Desk 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."It also reduces the duration per call, and it ensures a first time resolution of the issue."
"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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The solution is very easy to use."
"The product's deployment phase was easy."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The case management feature is really valuable."
"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."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The product is quite stable."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"It is a scalable platform."
"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"
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI is lagging and needs to be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI should be improved."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"They should enable the data-driven streaming feature inside it."
"The solution should provide an option to autofill some values while creating tickets."
"They could enhance the product’s features to customize the automated email responses."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement with the pricing."
"There is room for improvement in terms of integration."
"As per customer requirements, it may have some limitations."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution needs to have more customization on alerts and notifications."
Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews while Zoho Desk is ranked 6th in CRM Customer Engagement Centers with 19 reviews. Pega CRM is rated 8.0, while Zoho Desk is rated 8.4. 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 Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and HubSpot CRM, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our Pega CRM vs. Zoho Desk 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.
