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Pega Customer Service vs Vtiger CRM comparison

Pega and Vtiger are both solutions in the CRM category. Pega is ranked #35 with an average rating of 8.3, while Vtiger is ranked #45. Pega holds a 0.3% mindshare in CRM, compared to Vtiger’s 0.8% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 100% of Vtiger users who would recommend it.
Pega Customer Service
Read 5 Pega Customer Service reviews
  • 324 Views
  • 305 Comparison Views
100% willing to recommend
Vtiger CRM
Read 3 Vtiger CRM reviews
  • 583 Views
  • 531 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Vtiger CRM and Pega Customer Service compete in business process management and customer relationship management. Vtiger CRM edges ahead with its favorable pricing and support, while Pega Customer Service leads with its advanced features.

Features: Vtiger CRM offers sales automation, marketing campaign management, and a streamlined communication interface. Pega Customer Service includes advanced case management, robust analytics, and AI-driven process automation.

Ease of Deployment and Customer Service: Vtiger CRM is known for its straightforward cloud and on-premise deployment models, making it accessible with flexible customer service support. Pega Customer Service provides extensive customization options but requires skilled IT support due to its complex deployment process. Pega's customer service is commendable for its responsiveness and technical assistance.

Pricing and ROI: Vtiger CRM's competitive pricing model and flexible subscription options offer a favorable ROI for small to medium-sized businesses. Pega Customer Service, with a higher initial investment, provides significant long-term ROI through enhanced process efficiencies and advanced capabilities, particularly suited for large enterprises seeking customization.

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To learn more, read our detailed Pega Customer Service vs. Vtiger CRM Report (Updated: September 2025).
Buyer's Guide
Pega Customer Service vs. Vtiger CRM
September 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
35th
Average Rating
8.6
Reviews Sentiment
6.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
Vtiger CRM
Ranking in CRM
45th
Average Rating
7.6
Reviews Sentiment
6.4
Number of Reviews
3
Ranking in other categories
Sales Force Automation (17th)
 

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 Vtiger CRM is 0.8%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Pega Customer Service0.3%
Vtiger CRM0.8%
Other98.9%
CRM
 

Featured Reviews

reviewer4848291 - PeerSpot reviewer
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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Valdi Venter - PeerSpot reviewer
A modular, easy-to-use solution that needs to improve support and include automation
There are one or two annoying things. For example, if you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself. That's annoying. If you have five items in the drop-down list or if you have a hundred, it's just pathetic. It makes no sense that you have to do that because I've never seen it not work before in any other system that I've ever worked with. If you make a list of things, most solutions automatically put it in an alphabetized order. Or it'll put it in date order, but there is some order. It doesn't just go randomly in the order you create them. For example, I might load about 20 neighborhoods into a drop-down list, starting at "a" and ending at "z." But I might miss one of the "b's" and two of the "c's," so I add them, but they are added after the "z." Then I have to go to the bottom of the list, click on the one that starts with "b," and drag it all the way up to the "b's." That's just a pain in the butt.
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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."
"The most valuable feature of the solution is case management and different configurations."
"Pega Customer Service is scalable."
"The fact that we can build our own modules on the solution is really quite attractive, and it's not overly complex."
"The most valuable feature of Vtiger CRM is automation."
 

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."
"If you make a drop-down list of something, it doesn't automatically alphabetize the drop-down list. You have to manually go and drag items up and down and alphabetize them yourself."
"The mobile design could improve in Vtiger CRM. It could be more user-friendly."
 

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 price doesn't change when you add users. It's a flat fee, and that's attractive."
"We are using the free open-source version of Vtiger CRM."
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Top Industries

By visitors reading reviews
Financial Services Firm
35%
Computer Software Company
19%
Manufacturing Company
6%
Performing Arts
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
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?
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?
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. I...
See all answers
Ask a question
Earn 20 points
 

Comparisons

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Odoo vs Vtiger CRM
Compared 40% of the time
Microsoft Dynamics CRM vs Vtiger CRM Logo
Microsoft Dynamics CRM vs Vtiger CRM
Compared 22% of the time
Salesforce Sales Cloud vs Vtiger CRM Logo
Salesforce Sales Cloud vs Vtiger CRM
Compared 20% of the time
Zoho CRM vs Vtiger CRM Logo
Zoho CRM vs Vtiger CRM
Compared 18% of the time
More Vtiger CRM Competitors
 

Product Reports

Buyer's Guide
CRM
September 2025
Pega Customer Service reportDownload Pega Customer Service product report
Buyer's Guide
CRM
September 2025
Vtiger CRM reportDownload Vtiger CRM product report
 

Also Known As

No data available
Vtiger Sales CRM
 

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
vtiger CRM truly delivers tons of features at low cost. Vtiger manages everything from marketing campaigns, to sales force automation, to customer support.
Vtiger
 

Sample Customers

Information Not Available
Contus, eLobe, Breezway, Milky Way Ventures, GB Advisors
Buyer's Guide
Pega Customer Service vs. Vtiger CRM
September 2025
Free Report: Pega Customer Service vs. Vtiger CRM
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