Pega CRM vs Zoho Desk comparison

Pega and Zoho are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #6 with an average rating of 7.5, while Zoho is ranked #7 with an average rating of 7.7. Pega holds a 5.5% mindshare in CCEC, compared to Zoho’s 3.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

1,276 Views
345 Comparison Views

100% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,350 Views
189 Comparison Views

90% willing to recommend

Pega CRM

Zoho Desk

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Jun 29, 2025

Pega CRM and Zoho Desk are competing in the CRM and helpdesk software markets. While Pega CRM excels in integration and automation suitable for complex enterprise operations, Zoho Desk's user-friendliness and low cost appeal more to small and midsize businesses.

Features: Pega CRM provides advanced analytics, seamless integrations, and robust process automation, making it highly customizable for enterprise needs. Zoho Desk offers ticket management, AI-driven features, and flexible workflows that ensure simplicity for straightforward business solutions.

Room for Improvement: Pega CRM's complexity might be challenging for businesses without specialized resources, and it could benefit from a more intuitive interface. Additionally, quicker deployment times would enhance its appeal. Zoho Desk could improve by offering more advanced analytics, better complex integration capabilities, and increased scalability for larger operations.

Ease of Deployment and Customer Service: Pega CRM's deployment involves a comprehensive setup that demands significant time and specialized skills, but comes with professional support. Zoho Desk allows faster and simpler deployment aided by responsive customer service and community resources.

Pricing and ROI: Pega CRM requires a higher initial investment due to its capabilities but promises long-term ROI through optimized operations. In contrast, Zoho Desk offers competitive pricing with quick returns due to its low-cost entry and minimal setup, allowing businesses immediate ROI.

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

Buyer's Guide

Pega CRM vs. Zoho Desk

December 2025

Download the complete report

Helped 879,711 peers since 2012

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 Customer Engagement Centers

6th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM (21st)

Zoho Desk

Ranking in CRM Customer Engagement Centers

7th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (9th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 5.5%, down from 8.2% compared to the previous year. The mindshare of Zoho Desk is 3.1%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Pega CRM	5.5%
Zoho Desk	3.1%
Other	91.4%

CRM Customer Engagement Centers

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.

Read full review

JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

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

"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 solution is very easy to use."

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

"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."

"The product's deployment phase was easy."

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

"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

"The product provides communication features like chats and calls."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The ticketing feature is very easy to use, compared to other systems."

"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."

More Zoho Desk pros

Cons

"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."

"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."

"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."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

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

More Pega CRM cons

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"There is room for improvement in terms of integration."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"It could be easier to link Zoho Desk and Outlook."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The solution needs to have more customization on alerts and notifications."

"They could enhance the product’s features to customize the automated email responses."

More Zoho Desk 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 pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The product costs $10 to $25 per user per month."

"Zoho Desk's cost is pretty much okay."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"The solution costs INR 8400 per user."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"For what it does, it's quite cheap."

More Zoho Desk pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.

See recommendations

879,711 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

27%

Computer Software Company

10%

Manufacturing Company

Educational Organization

Manufacturing Company

14%

Computer Software Company

13%

Government

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

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 Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

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

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 16% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 15% of the time

Salesforce Service Cloud vs Pega CRM

Compared 12% of the time

Siebel CRM vs Pega CRM

Compared 10% of the time

Genesys Cloud CX vs Pega CRM

Compared 10% of the time

More Pega CRM Competitors

ServiceNow vs Zoho Desk

Compared 21% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 15% of the time

Freshdesk vs Zoho Desk

Compared 12% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

Spiceworks vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Pega CRM

December 2025

Download Pega CRM product report

Buyer's Guide

Zoho Desk

December 2025

Download Zoho Desk product report

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

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

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Pega CRM vs. Zoho Desk

December 2025

Free Report: Pega CRM vs. Zoho Desk

Find out what your peers are saying about Pega CRM vs. Zoho Desk and other solutions. Updated: December 2025.

DOWNLOAD NOW

879,711 professionals have used our research since 2012.

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.