Pega Customer Service vs Zoho CRM comparison

Pega and Zoho are both solutions in the CRM category. Pega is ranked #30 with an average rating of 8.5, while Zoho is ranked #5 with an average rating of 8.3. Pega holds a 0.2% mindshare in CRM, compared to Zoho’s 3.0% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 88% of Zoho users who would recommend it.

Pega Customer Service

Read 4 Pega Customer Service reviews

115 Views
49 Comparison Views

100% willing to recommend

Zoho CRM

Read 52 Zoho CRM reviews

2,372 Views
1,178 Comparison Views

88% willing to recommend

Pega Customer Service

Zoho CRM

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Executive SummaryUpdated on Dec 19, 2024

Zoho CRM and Pega Customer Service compete in the CRM and customer service category. Zoho CRM seems to have the upper hand in pricing and support, while Pega Customer Service excels with comprehensive features justifying its higher cost.

Features:Zoho CRM provides extensive customization, robust reporting tools, and seamless integration with other Zoho products, tailored for small to medium-sized businesses. Pega Customer Service offers scalability, real-time AI-driven capabilities, and advanced case management, ideal for larger enterprises with complex requirements.

Room for Improvement:Zoho CRM could enhance scalability, improve its real-time AI capabilities, and provide more advanced case management features. Pega Customer Service might benefit from more straightforward deployment options, reduced initial setup complexity, and improved cost-effectiveness for smaller enterprises.

Ease of Deployment and Customer Service:Zoho CRM offers cloud-based deployment with accessible resources, minimizing setup complexities. Pega Customer Service requires a more substantial setup due to its sophisticated architecture but provides powerful service automation and customization suitable for large organizations.

Pricing and ROI:Zoho CRM appeals to budget-conscious businesses with lower setup costs and effective functionality, leading to a decent ROI. Pega Customer Service, though commanding higher initial costs, provides a robust ROI for organizations leveraging its advanced features for long-term customer service improvements.

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

Buyer's Guide

Pega Customer Service vs. Zoho CRM

April 2025

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Helped 850,236 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

Zoho CRM

Ranking in CRM

5th

Average Rating

8.0

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Opportunity Management (3rd), Sales Force Automation (3rd)

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 Zoho CRM is 3.0%, down from 4.6% 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.

Read full review

AmerKhan

Senior Director - Head of Solution Engineering at Osol tech (Private) Limited

Diverse integrations assist in seamlessly aligning marketing efforts with sales tracking

Zoho CRM is flexible due to its integrations, like with Zoho Campaign, helping integrate marketing efforts with CRM processes. It offers a no-cost entry with the ability for three users to use it at no charge, which is beneficial for startups to explore the platform without financial strain. This enables me to start using the platform, handle opportunities, and get a feel before committing financially.

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 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."

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

"Pega Customer Service is scalable."

"The solution has an efficient notification feature."

"The login and logout times of each employee of our company are recorded by Zoho CRM for productivity calculations"

"Zoho CRM is easy to use and easy to understand."

"The most valuable feature of Zoho CRM is its ease of use."

"One of the most important features is that it's a cloud base and, it's also quite cheaper when compared to other solutions. Zoho CRM is customizable as per your requirement and, the Zoho team is able to help you to customize the CRM based on your requirements, and you can integrate to any third-party solution."

"I am impressed with the product's information on customers."

"The user interface, especially the dashboard, offers good navigation."

"The platform has a valuable lead qualification feature."

More Zoho CRM pros

Cons

"The licensing cost could also be improved."

"Pega JVM function needs to be improved."

"The product's pricing needs improvement."

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

"The tool is hard for people who have worked with Microsoft Office for a long time."

"The support is not quite good."

"The only thing I noticed was that it does not support multi-country operations. In Canada, for example, we do not use the term "state," but rather "province," and we do not use zip codes, but rather "postal codes.""

"Zoho CRM has a rule engine or a place where you can set certain rules. That's not evolved very much. They could improve this within the platform."

"Support could be more knowledgeable."

"There was a challenge while deploying Zoho when we brought an API code. Because integrations "aren't perfect" for every organization."

"I'd like the solution to offer more integrations with other products."

"Custom development is often necessary to make such extensive changes, and it does come with associated costs."

More Zoho CRM 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."

"This solution is less expensive than Salesforce."

"The price of Zoho CRM is already competitive, but we would always like to have a better discount. Most of the features are included in the price but if we want the extra features then we have to purchase them."

"The basic plan has changed from $15 to $25 or $30."

"We consider it a good value and found it to be cost-effective."

"There is an annual license."

"We pay for an annual license to use this solution."

"If you compare the pricing with SAP, it is well priced and you are able to pay as you go."

"There is a license required for this solution."

More Zoho CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

75%

Computer Software Company

Financial Services Firm

Government

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 Zoho CRM?

Zoho CRM integrates easily with customer service workflows.

See all answers

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

I rate the pricing as a five out of ten, as it offers good value for money.

See all answers

What needs improvement with Zoho CRM?

The analytics and AI suggestion features need improvement.

See all answers

Comparisons

No data available

SAP CRM vs Zoho CRM

Compared 52% of the time

Odoo vs Zoho CRM

Compared 9% of the time

Bitrix24 vs Zoho CRM

Compared 7% of the time

Oracle CRM vs Zoho CRM

Compared 6% of the time

Salesforce Sales Cloud vs Zoho CRM

Compared 6% of the time

More Zoho CRM Competitors

Product Reports

Buyer's Guide

CRM

May 2025

Download Pega Customer Service product report

Buyer's Guide

Zoho CRM

April 2025

Download Zoho 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

Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution for managing organization-wide Sales, Marketing, Customer Support & Service and Inventory Management.

Zoho

Sample Customers

Information Not Available

JetHub, Anderson Sales Advantage, ActionCoach, Milagro Advisory Group, TECO Pneumatic, Proteomics Consult

Buyer's Guide

Pega Customer Service vs. Zoho CRM

April 2025

Free Report: Pega Customer Service vs. Zoho CRM

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