Pega Customer Service vs Pipedrive comparison

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78% willing to recommend

Pega Customer Service

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Executive SummaryUpdated on Dec 19, 2024

Pipedrive and Pega Customer Service are competitive CRM solutions. Pipedrive is often preferred for its cost-effectiveness, while Pega Customer Service is recognized for its enterprise-level features.

Features: Pipedrive offers intuitive pipeline management, customizable sales automation, and insights reporting. Pega Customer Service provides advanced case management, AI-driven insights, and automation catered to complex customer service needs.

Room for Improvement: Pipedrive could enhance its automation capabilities and improve its email integration. Its reporting features are also in need of refinement. Pega Customer Service may benefit from simplifying its customization process and improving its deployment efficiency. Additionally, enhancing its interface for better user-friendliness would be advantageous.

Ease of Deployment and Customer Service: Pipedrive features a cloud-based deployment, achieved with minimal effort, and offers accessible support throughout implementation. Pega Customer Service requires more complex setup but allows for tailored customization, supported by extensive resources and dedicated channels.

Pricing and ROI: Pipedrive, with its lower setup cost and rapid ROI, is cost-effective for small to medium-sized businesses. Pega Customer Service, with higher initial costs, provides a strong ROI for enterprises through advanced automation and customer interaction tools, offering substantial long-term value.

To learn more, read our detailed Pega Customer Service vs. Pipedrive Report (Updated: June 2025).

Pega Customer Service vs. Pipedrive

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Helped 860,592 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 Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Pipedrive

Ranking in CRM

18th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Local Government CRM (10th), Opportunity Management (3rd), Sales Force Automation (8th)

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. The mindshare of Pipedrive is 1.2%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Balaji Choda

Architect at American Express

Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

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Willem Lambrechts

Managing Director at Drebbel

Offers the ability to create multiple pipelines and the flexibility in filtering and reporting

We do a lot of analytics and reporting ourselves. We don't necessarily use all the features that Pipedrive provides, but it's very helpful at least. It has streamlined our deal-closing process. We use it for everything. When we create a lead, we put it into Pipedrive. That lead can be converted into an opportunity, which we manage through our whole pipeline. This includes having all data related to the opportunity in one place. Once the deal is closed, we use Pipedrive to follow up on the invoices until they are paid. We also manage sales commissions and payments to our salespeople through Pipedrive.

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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 product is scalable. It works efficiently for changing existing features."

"Pega Customer Service is scalable."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"The most valuable feature of the solution is case management and different configurations."

"The solution is very stable."

"The usability of the solution is its valuable feature."

"It's very flexible and we can really fit it into our business model."

"The most useful stuff for me is that it's very flexible with all the data structures...Stability-wise, I rate the solution a ten out of ten."

"The biggest and the best feature is the view that you get when you log in. You have a board like Kanban when you log in, and you've got a column on the left and several other columns that move to the right, depending on where you are in a particular deal. If it's a prospect or someone who is just looking, you move it along the process, and it really helps you keep track of where you are."

"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."

"The most valuable feature is the ability to create timelines and custom fields."

"Pipedrive makes it easy to understand who I'm talking to at a glance. It has all the activities, node features, opportunity interface, deal interface, and time drive deals.The sales process is extremely simple, which saves me time and energy. I can send the document for e-signature and make the most out of my deals. I can automatically send emails and phone calls. You need to do only a little API programming. It offers massive flexibility. You can run an entire enterprise on the platform. The ease of use facilitates huge adoption."

More Pipedrive pros

Cons

"Pega JVM function needs to be improved."

"The licensing cost could also be improved."

"The product's pricing needs improvement."

"The only concern I have seen about the product is its prices."

"The form builder works even though it has some shortcomings...Also, the forms don't have the ability to avoid or stop people from signing up if they don't have a corporate email."

"The automation process is challenging."

"The tool's APIs are challenging. It should also be compliant with HIPAA, FINRA and GLBA. The data centers should be within US so that they are compliant with regulations."

"We are using the lowest version of it. As we become more sophisticated, we might outgrow the tool, but there are features that are available in the higher-level versions, which I'm unfamiliar with, that might be able to meet the needs we would have in the future. They can maybe add some of the features to the basic version or make it more reasonably priced or free."

"Reporting capabilities of the solution could be improved."

"The integration possibilities with other systems could be better as well. We use it in connection with Octopus CRM, and there's room for improvement."

"In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer."

"The platform could be even more robust."

More Pipedrive cons

Pricing and Cost Advice

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

"The tool's pricing is flexible, and I rate it four to five out of ten."

"Pipedrive is relatively more affordable than other solutions."

"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."

"The solution is affordable."

"As of now, the pricing and value are quite good."

"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."

"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."

"The product is expensive but provides valuable services."

"Pipedrive keeps increasing the prices, which is becoming a bit annoying. It was reasonable when we started, but now they're increasing all the time."

More Pipedrive pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

28%

Computer Software Company

11%

Government

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

What is your experience regarding pricing and costs for Pega Customer Service?

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

What do you like most about Pipedrive?

The most valuable feature is the ability to create timelines and custom fields.

What is your experience regarding pricing and costs for Pipedrive?

The pricing is satisfactory.

What needs improvement with Pipedrive?

New features sometimes seem bolted on rather than being smooth.

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Comparisons

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Product Reports

CRM

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Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

Pipedrive CRM, a SOC 2 Certified Service Provider, is built around activity-based selling. It ensures total visibility through its Pipeline Management tool with a clear visual interface that prompts you to take action, remain organized and stay in control of a complex sales process, Sales Reporting that provides visual report, understands pipeline metrics, tracks and tests sales process and shows sales split by product. Pipedrive CRM boosts productivity, optimizes the Sales Process, It has an import/export feature that safeguards against human error. It is fully customizable, has multiple usage possibilities and can automatically creates contacts in your pipeline.

Sample Customers

Information Not Available

Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo

Pega Customer Service vs. Pipedrive