Pega Customer Service vs SugarCRM Platform comparison

Pega and SugarCRM are both solutions in the CRM category. Pega is ranked #35 with an average rating of 8.3, while SugarCRM is ranked #24 with an average rating of 8.5. Pega holds a 0.3% mindshare in CRM, compared to SugarCRM’s 0.7% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.

Pega Customer Service

Read 5 Pega Customer Service reviews

324 Views
305 Comparison Views

100% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

766 Views
613 Comparison Views

50% willing to recommend

Pega Customer Service

SugarCRM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

SugarCRM Platform and Pega Customer Service compete in the customer relationship management category. Pega Customer Service holds the advantage due to its advanced features and AI-powered automation, appealing to businesses that prioritize efficiency and long-term benefits.

Features: SugarCRM Platform offers customization options, easy integration with third-party applications, and flexible workflow tailoring. Pega Customer Service provides comprehensive process automation, AI-powered decision-making, and detailed customer interaction capabilities.

Room for Improvement: SugarCRM could enhance its AI capabilities, streamline integration with more platforms, and improve analytics features. Pega Customer Service may benefit from simplifying its interface, reducing deployment complexity, and enhancing cost-effectiveness.

Ease of Deployment and Customer Service: SugarCRM Platform features a straightforward deployment model and reliable support channels, suitable for quick implementation. Pega Customer Service has a complex deployment process but offers extensive training and resources for thorough implementation.

Pricing and ROI: SugarCRM Platform often requires lower setup costs and promises quick returns on investment. Pega Customer Service justifies higher initial costs with its advanced features, offering substantial long-term benefits and efficiency gains.

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

Buyer's Guide

Pega Customer Service vs. SugarCRM Platform

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

SugarCRM Platform

Ranking in CRM

24th

Average Rating

7.0

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (8th), Marketing Automation (9th), Sales Force Automation (6th)

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 SugarCRM Platform is 0.7%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
SugarCRM Platform	0.7%
Pega Customer Service	0.3%
Other	99.0%

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.

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Styliana Araouzou

Senior Operations Analyst at Etoro

Customizable, easy to configure, and reliable

My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

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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

"Pega Customer Service is scalable."

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

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

"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."

"It has sales email campaigns, plus integration with Active Directory."

"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

"The most valuable aspect of this solution is its low cost."

"It works well with Jira. You can customize it to fit your needs."

Cons

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

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

"The licensing cost could also be improved."

"You cannot include all your entities under one instance at the moment."

"I would like to see more integration on a mobile platform in the next release."

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."

"It lacks customization, and this is the main reason that we are switching to a different solution."

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."

"Licensing fees are paid on a yearly basis."

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Top Industries

By visitors reading reviews

Financial Services Firm

35%

Computer Software Company

19%

Manufacturing Company

Performing Arts

Engineering Company

19%

Computer Software Company

10%

Manufacturing Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	2
Large Enterprise	3

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 Sugar Enterprise?

The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.

See all answers

What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

See all answers

What needs improvement with Sugar Enterprise?

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...

See all answers

Comparisons

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Compared 100% of the time

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Product Reports

Buyer's Guide

CRM

September 2025

Download Pega Customer Service product report

Buyer's Guide

SugarCRM Platform

September 2025

Download SugarCRM Platform 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

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

SugarCRM

Sample Customers

Information Not Available

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Buyer's Guide

Pega Customer Service vs. SugarCRM Platform

September 2025

Free Report: Pega Customer Service vs. SugarCRM Platform

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