Pega CRM vs Zoho Desk comparison

Pega and Zoho are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #5 with an average rating of 7.7, while Zoho is ranked #6 with an average rating of 8.2. Pega holds a 8.3% mindshare in CCEC, compared to Zoho’s 2.4% 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

876 Views
289 Comparison Views

100% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,103 Views
77 Comparison Views

90% willing to recommend

Pega CRM

Zoho Desk

Comparison Buyer's Guide

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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: July 2025).

Buyer's Guide

Pega CRM vs. Zoho Desk

July 2025

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Helped 865,384 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

5th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM (17th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (8th)

Mindshare comparison

As of August 2025, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 8.3%, down from 9.4% compared to the previous year. The mindshare of Zoho Desk is 2.4%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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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

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"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 product's deployment phase was easy."

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

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

"The solution is very easy to use."

"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 case management feature is really valuable."

More Pega CRM pros

"The product is quite stable."

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

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

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

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

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

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

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

More Zoho Desk 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."

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

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

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

"The UI should be improved."

More Pega CRM cons

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

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"As per customer requirements, it may have some limitations."

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

"There is room for improvement with the pricing."

"The solution could improve its stability and scalability."

"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."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

More Zoho Desk cons

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."

"Zoho Desk's pricing is more flexible."

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

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

"The solution costs INR 8400 per user."

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

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

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

More Zoho Desk pricing and cost advice

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865,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

10%

Manufacturing Company

Comms Service Provider

Computer Software Company

16%

Manufacturing Company

14%

Government

Insurance 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...

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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

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Compared 11% of the time

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Compared 14% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

JIRA Service Management vs Zoho Desk

Compared 7% of the time

Zendesk vs Zoho Desk

Compared 6% of the time

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Product Reports

Buyer's Guide

Pega CRM

August 2025

Download Pega CRM product report

Buyer's Guide

Zoho Desk

July 2025

Download Zoho Desk product report

Also Known As

Chordiant

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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

July 2025

Free Report: Pega CRM vs. Zoho Desk

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