Pega Customer Service vs Sage CRM comparison

Pega and Sage are both solutions in the CRM category. Pega is ranked #35 with an average rating of 8.3, while Sage is ranked #29 with an average rating of 8.5. Pega holds a 0.3% mindshare in CRM, compared to Sage’s 0.4% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 77% of Sage users who would recommend it.

Pega Customer Service

Read 5 Pega Customer Service reviews

324 Views
305 Comparison Views

100% willing to recommend

Sage CRM

Read 8 Sage CRM reviews

436 Views
423 Comparison Views

77% willing to recommend

Pega Customer Service

Sage CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Sage CRM and Pega Customer Service compete in customer relationship management and customer service solutions. Pega Customer Service seems to have an upper hand due to its robust features and advanced capabilities.

Features:Pega Customer Service is valued for its AI-driven automation, advanced analytics, and customizable processes. These features enhance its ability to provide sophisticated customer service solutions. Sage CRM boasts seamless integration capabilities, efficient workflow automation, and ease of use, making it a solid cost-effective choice.

Room for Improvement:Pega Customer Service could improve with simpler deployment processes, enhanced user interface design, and reduced complexity for non-technical users. Sage CRM could benefit from more advanced analytics, enhanced customization options, and improved scalability for larger enterprises.

Ease of Deployment and Customer Service:Sage CRM offers a straightforward cloud-based deployment model, requiring minimal technical expertise and a reliable support system, making it ideal for businesses seeking quick setup. Pega Customer Service's deployment is more complex and requires skilled personnel but allows for extensive customization, suitable for businesses with specific requirements.

Pricing and ROI:Sage CRM is known for its lower setup costs, providing quicker ROI for small to medium-sized enterprises. In contrast, Pega Customer Service demands a higher initial investment, which may result in a slower ROI but offers comprehensive features that can lead to substantial long-term benefits. Sage CRM appeals to budget-conscious buyers, whereas Pega is preferred by those seeking high-end feature sets.

To learn more, read our detailed Pega Customer Service vs. Sage CRM Report (Updated: September 2025).

Buyer's Guide

Pega Customer Service vs. Sage CRM

September 2025

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Helped 869,566 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

35th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Sage CRM

Ranking in CRM

29th

Average Rating

7.8

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Pega Customer Service is 0.3%, up from 0.2% compared to the previous year. The mindshare of Sage CRM is 0.4%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Sage CRM	0.4%
Pega Customer Service	0.3%
Other	99.3%

CRM

Featured Reviews

reviewer4848291

Global Head of Digital, Process Automation at a computer software company with 51-200 employees

Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences

1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.

Read full review

Samuel Benavides

Project Manager at Exis TI

Useful employee and client monitoring, reliable, and good online support database

I would encourage people to use this solution. Sage CRM is effective because it allows for all communication, transactions, cases, opportunities, and leads to be accessed by team members. This means that even if an individual is absent, the team can still respond to clients, customers, or suppliers in a timely manner. As a result, there is a high level of efficiency in decision-making and time management with the use of CRM. It is highly flexible. I rate Sage CRM an eight out of ten.

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

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

"Pega Customer Service is scalable."

"The Sage Accpac solution has definitely been the most valuable because the finance features are excellent."

"It has been helpful for opportunity management and lease management."

"The most useful aspect of Sage CRM is the capability to keep track of each staff member's communication and bill processing activities. The ability to track both customers and employees is a useful tool."

"The part I like the most is the reporting."

"Sage CRM is flexible, customizable, and user-friendly."

"The most valuable feature is the case management system, which allows for the customization of workflows and saving solutions."

"The solution's technical support is fast to respond."

"We have found the solution to be stable."

Cons

"The licensing cost could also be improved."

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

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

"I would like Sage to improve their UI."

"The scalability of this solution depends on whether you have a team that can configure it for scale."

"With regards to monitoring the transaction with alerts, it could be better."

"Its user interface could be better."

"Sage CRM would benefit from improving its interaction with email communication sites and social media platforms in order to gather more leads."

"Sage CRM doesn't have a dashboard for dynamic reporting."

"From an improvement perspective, the ability to make modifications to the product needs to be more user-friendly."

"The product could be improved by modernizing the charts and analytics. Additionally, the export features and interactivity of the charts need enhancement."

Pricing and Cost Advice

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

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

"We have a yearly license."

"We pay for eight core modules and 20 user licenses and this costs us $1500 per year."

"The product is expensive."

"From an African perspective, the solution is relatively expensive."

"Though my company has to have a perpetual license per user, there is a need to make annual payments towards the costs attached to the support my organization receives from Sage CRM's technical team."

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Top Industries

By visitors reading reviews

Financial Services Firm

35%

Computer Software Company

19%

Manufacturing Company

Performing Arts

Computer Software Company

25%

Comms Service Provider

12%

Manufacturing Company

12%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	3
Large Enterprise	2

Questions from the Community

What do you like most about Pega Customer Service?

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

See all answers

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

Pega Customer Service uses a customized, subscription-based pricing model, which varies based on: Number of users (agents, supervisors, admins) Deployment model (cloud vs. on-premises) Feature set ...

See all answers

What needs improvement with Pega Customer Service?

See all answers

What do you like most about Sage CRM?

The solution's technical support is fast to respond.

See all answers

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

The product is expensive.

See all answers

What needs improvement with Sage CRM?

The product could be improved by modernizing the charts and analytics. Additionally, the export features and interactivity of the charts need enhancement.

See all answers

Comparisons

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

More Pega Customer Service Competitors

Microsoft Dynamics CRM vs Sage CRM

Compared 71% of the time

Oracle CX Sales vs Sage CRM

Compared 29% of the time

More Sage CRM Competitors

Product Reports

Buyer's Guide

CRM

September 2025

Download Pega Customer Service product report

Buyer's Guide

CRM

September 2025

Download Sage CRM product report

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

SageCRM software automates sales tasks such as creating quotes and orders, forecasting sales, progressing leads, and converting them to opportunities using sales workflows. Using CRM software, your marketing team can identify the sources of leads, opportunities and closed sales. They can also find customer information for upcoming campaigns and send targeted email marketing campaigns. When customers place orders for your products or services after these marketing campaigns, you can track these orders using an ERP or business management solution. It can be fully integrated CRM or Sage Sales, Marketing, Service modules to suit your business needs.

Sage

Sample Customers

Information Not Available

Avis, Fuji Xerox, Formula 1

Buyer's Guide

Pega Customer Service vs. Sage CRM

September 2025

Free Report: Pega Customer Service vs. Sage CRM

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