Pega Customer Service vs Salesforce Sales Cloud comparison

Pega and Salesforce are both solutions in the CRM category. Pega is ranked #30 with an average rating of 8.5, while Salesforce is ranked #1 with an average rating of 8.2. Pega holds a 0.2% mindshare in CRM, compared to Salesforce’s 8.6% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 94% of Salesforce users who would recommend it.

Pega Customer Service

Read 4 Pega Customer Service reviews

106 Views
46 Comparison Views

100% willing to recommend

Salesforce Sales Cloud

Read 114 Salesforce Sales Cloud reviews

5,511 Views
2,933 Comparison Views

94% willing to recommend

Pega Customer Service

Salesforce Sales Cloud

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Salesforce Sales Cloud and Pega Customer Service are competing in customer relations management and service automation. Salesforce Sales Cloud appears to have the upper hand due to its extensive integration capabilities and sales-focused tools.

Features: Salesforce Sales Cloud integrates lead management, opportunity tracking, and seamless connectivity with other Salesforce products. Pega Customer Service focuses on automation, AI-driven insights, and comprehensive case management functionality.

Room for Improvement: Salesforce may enhance its interface complexity and initial setup adaptability. Pega can improve its user interface intuitiveness and reduce deployment complexity. Both can enhance real-time analytics and report customization.

Ease of Deployment and Customer Service: Salesforce Sales Cloud is user-friendly with extensive training resources, which facilitates quick implementation. Pega Customer Service offers advanced customization with comprehensive support, although initial deployment is more complex.

Pricing and ROI: Salesforce Sales Cloud tends to have higher upfront costs but provides considerable ROI via its integration and sales tools. Pega Customer Service may involve lower initial investments, focusing on long-term value through automation and service customization features.

To learn more, read our detailed Pega Customer Service vs. Salesforce Sales Cloud Report (Updated: April 2025).

Buyer's Guide

Pega Customer Service vs. Salesforce Sales Cloud

April 2025

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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

Salesforce Sales Cloud

Ranking in CRM

1st

Average Rating

8.4

Reviews Sentiment

7.0

Number of Reviews

114

Ranking in other categories

Opportunity Management (1st), Sales Force Automation (1st), Conversation Intelligence Software (2nd)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Pega Customer Service is 0.2%, up from 0.1% compared to the previous year. The mindshare of Salesforce Sales Cloud is 8.6%, down from 10.5% 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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Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Infinitely customizable, good end-to-end sales and customer management processes but lacks good documentation

Essentially, it's the CRM solution for managing customers and leads. The features that had the most significant impact on our sales efficiency include flexibility, regular updates, and very good end-to-end sales and customer management processes. AI and machine learning are on the agenda for next year. Initially, it will be very silo-based, but eventually, we'll be integrating MIBI data into our solution. Sales Cloud's reporting and analytics capabilities influenced our sales strategy quite a lot. We can build every report as a dashboard, and there are various sorts of things. We are using Tableau as our MIBI analytic solution, which is also owned by Salesforce these days.

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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."

"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."

"Pega Customer Service is scalable."

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

"The tracking and monitoring of daily activities within each account is the most valuable aspect of Salesforce Sales Cloud. It allows for staying informed about ongoing activities, ensuring comprehensive visibility into the progress made within each account on a regular basis. Additionally, the plugins that are available, such as ZoolInfo are useful."

"One of the most valuable features is the automation of Sales Cloud. It gives us the ability to easily—without the use of coding—create automation in order for us to do our work a lot more efficiently, whether it's notification reminders or certain automatic processes. There are a lot of things that Sales Cloud can do that, in my opinion, make everyone's jobs a whole lot easier and give them the visibility they need when they require it, when talking to customers and prospecting. It makes the account management process easier as well."

"I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch."

"It is a good platform that shows consolidation of information for our customer base."

"Salesforce is very user-friendly, which makes it effortless to track business management reports."

"The development cost, maintenance cost, everything will be drastically reduced - unlike traditional infrastructure where we maintain everything on our own."

"I would recommend Sales Cloud for anyone who has a sales team that needs to be optimized and for any size of enterprise."

"You can capture all the contacts that relate to an account or business, including personal details."

More Salesforce Sales Cloud pros

Cons

"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."

"The licensing cost could also be improved."

"If they could have convenient APIs into the other parts of the corporation that I wish to share data with, that would be helpful."

"An area for improvement would be the ease of configuration."

"We prefer using local solutions like RD Station in Brazil due to pricing considerations."

"I would like to see a more affordable licensing model."

"The developer console might be enhanced."

"The solution's scalability has some limitations."

"Sometimes, it is difficult to integrate it with my emails. I've had trouble integrating it with my emails. There were a couple of things I did try as well, but I wasn't able to do so. I've had difficulty in other areas too with integration. It was related to syncing my calendars. I want the tasks that I put in to automatically sync to my calendars and update my calendars, but I couldn't figure out how to do it."

"There could be an option to change the price list without creating a new quote."

More Salesforce Sales Cloud 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."

"The tool's pricing is based on the number of users. It has a different pricing for 0-100 and another for 100-500 users."

"Being license based, the license varies by type. The pricing is considered average."

"We must pay for the licenses."

"The licensing fees are reasonable."

"Implementation and add-ons may be additional costs."

"It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."

"There is a license required to use this solution and the price is expensive. It could be reduced."

"You need to pay for the license per user per month. For example, you need to pay $100 per user. If you have 200 users using your Salesforce, that would be multiplied by a hundred, that's $20,000 per month and a quarter million per year."

More Salesforce Sales Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

72%

Computer Software Company

Financial Services Firm

Manufacturing Company

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.

See all answers

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 ...

See all answers

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...

See all answers

What do you like most about Salesforce Sales Cloud?

The features of Sales Cloud most useful for testing and running email campaigns are highly valuable.

See all answers

What needs improvement with Salesforce Sales Cloud?

Improving system performance and processing speed would enhance productivity and allow for even smoother workflows according to my view. Additionally, introducing faster data retrieval and real-tim...

See all answers

What is your primary use case for Salesforce Sales Cloud?

My primary use case for Salesforce is to streamline sales strategies, define key sales parameters, and manage focus areas effectively. I leverage Salesforce to record, track, and optimize our sales...

See all answers

Comparisons

No data available

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Product Reports

Buyer's Guide

CRM

March 2025

Download Pega Customer Service product report

Buyer's Guide

Salesforce Sales Cloud

April 2025

Download Salesforce Sales Cloud product report

Also Known As

No data available

Sales Cloud, SFDC, Salesforce

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

Salesforce Sales Cloud is a comprehensive CRM platform designed for efficient lead management, sales forecasting, and customer engagement, offering extensive customization and cloud-based accessibility.

Aimed at enhancing business efficiency, Salesforce Sales Cloud supports core business processes like CRM, lead and opportunity management, sales forecasting, and customer engagement. Its robust integration capabilities allow seamless connectivity with ERP systems and various applications. The platform offers pipeline tracking, process automation, and advanced sales cycle management. Users appreciate its cloud-based accessibility, allowing teams to operate remotely and manage sales operations effectively. However, users highlight concerns about its complexity, cost, and the need for a more intuitive interface.

What features does Salesforce Sales Cloud offer?

Customization: Tailor the CRM to meet specific business requirements.
Robust Reporting: Comprehensive analytics and data insights.
Lead Management: Efficiently manage and convert leads.
API Integration: Seamless connectivity with multiple applications.
Cloud Accessibility: Work from anywhere with cloud-based access.

What benefits should be evaluated in Salesforce Sales Cloud reviews?

Enhanced Productivity: Streamline sales processes with automation.
Improved Collaboration: Facilitate team coordination and client engagement.
Accurate Forecasting: Make informed decisions with reliable sales forecasts.
Flexibility: Accommodate diverse industry needs with ease.
Legacy System Integration: Efficiently update and integrate with existing systems.

Salesforce Sales Cloud is widely implemented across industries such as finance, healthcare, and retail, supporting sales teams in tracking and managing sales operations. Its use extends to reporting, collaboration, and enhancing client interactions, allowing companies to tailor Salesforce to meet industry-specific requirements efficiently.

Salesforce

Sample Customers

Information Not Available

Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group

Buyer's Guide

Pega Customer Service vs. Salesforce Sales Cloud

April 2025

Free Report: Pega Customer Service vs. Salesforce Sales Cloud

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