Try our new research platform with insights from 80,000+ expert users

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 #6 with an average rating of 8.2. Pega holds a 0.3% mindshare in CRM, compared to Zoho’s 3.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 89% of Zoho users who would recommend it.
Pega Customer Service
Read 5 Pega Customer Service reviews
  • 206 Views
  • 187 Comparison Views
100% willing to recommend
Zoho CRM
Read 55 Zoho CRM reviews
  • 1,741 Views
  • 1,602 Comparison Views
89% willing to recommend
 

Comparison Buyer's Guide

Download the report
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.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Pega Customer Service vs. Zoho CRM Report (Updated: July 2025).
Buyer's Guide
Pega Customer Service vs. Zoho CRM
July 2025
Download the complete report
Helped 865,384 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
6.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
Zoho CRM
Ranking in CRM
6th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
55
Ranking in other categories
Opportunity Management (5th), Sales Force Automation (4th)
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. The mindshare of Zoho CRM is 3.1%, down from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
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.
Read full review
Romani Labib - PeerSpot reviewer
Customization options empower workflow management, though support understanding can be enhanced
Currently, I am still working with Azure and I use the Azure products for my current work. I use Azure Active Directory. I don't use products like App Service from Azure or Azure Logic Apps, Front Door, but I think it's very straightforward. Once I take the first step to use Azure, I can track myself to use another application, program, or module in Azure. I use Office 365 because we actually have Exchange mail server 2019 on premises. In the last few months, I upgraded from Exchange on premise to use Office 365, which is faster, easier to troubleshoot, and more secure. I use Remote Desktop Services (RDS) as the best solution because I make a private server in my data center room. I have many users that need to access the internet, so I don't join the server to my domain because if I have any malware or other attacks, I can resolve it easily without any damage to my internal network. Microsoft RDS is more user-friendly and easier to use compared to RDS from Azure Microsoft or another provider. I purchase Microsoft Remote Desktop Services directly from Microsoft. I have had an MCSE and Microsoft account for 15 years. I work with SharePoint and Exchange, which are famous applications through Microsoft and Office 365. For daily tasks, I use Microsoft tools and Linux tools because I have applications like CRM, ERP, and HRM running over CentOS, an operating system by Linux. Regarding CentOS, in Egypt, we have issues paying for things from the internet, especially due to the large margin between US dollars and Egyptian pounds. CentOS is totally free from the internet, so I create ISO and install it on the server to use all features, policies, and security modules. Currently, I use 3CX as voice solutions, and Asterisk is the Linux platform I use, along with firewalls by Linux called pfSense. All data centers in my company have products between Microsoft and Linux systems. For DNS, I use deDNS to make remote access or subdomains from deDNS organization. Sometimes, I pay for a main domain from HostGator and re-route the domain to my data centers. Based on other competitors, I would rate Zoho CRM's price as a five, as it has a middle-range price compared to others. Overall, I rate Zoho CRM a seven 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."
"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."
"Customer tracking, order management, sales tracking and PO tracking provide efficiency."
"The platform has a valuable lead qualification feature."
"Zoho CRM is easy to use and easy to understand."
"Zoho CRM has been a really good product. From a basic CRM perspective, we use it to maintain the details of our company's customers."
"I like the solution's reminder feature which is helpful for big projects. There are many tasks that run at the same time. The reminder feature makes things easy for me since I use Zoho's mobile version as well."
"I am impressed with the product's information on customers."
"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."
"The product is customizable."
More Zoho CRM pros
 

Cons

"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 licensing cost could also be improved."
"We would like to always email users as soon as any new features are launched."
"The solution's feature for forecast has limitations."
"I would like to see better integration with Zoho Creator."
"The chatbot feature is not very intelligent and lacks AI capabilities."
"The login process could be improved as some users find it unfriendly. The documentation could also be more user-friendly and better organized."
"There are two things I would like to see from Zoho CRM. The first would be to include a calling feature that is connected to our call center. Second, I would like financial targeting and how to measure targeting for the sales agent to be connected better with bookings."
"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."
"The product's scalability and stability need improvement."
More Zoho CRM cons
 

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."
"It is around $1000 a month."
"The solution has standard pricing plans."
"We have an annual license fee that costs $12,000."
"Compared to other solutions, I would say Zoho CRM is very, very affordable because we can use different applications with one license."
"Compared to other CRMs, it is very cheap."
"We pay for an annual license to use this solution."
"On a scale of one to ten, where one is a high price and ten is a low price, I rate the pricing a five. However, the pricing is fine because we chose the enterprise plan as a private limited company."
"Zoho CRM has a subscription-based license, which is not too expensive."
More Zoho CRM pricing and cost advice
report
See which vendors are best for you
Use our free recommendation engine to learn which CRM solutions are best for your needs.
See recommendations
865,384 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
38%
Computer Software Company
20%
Non Profit
6%
Healthcare Company
6%
Manufacturing Company
9%
Computer Software Company
8%
University
8%
Educational Organization
5%
 

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 UX for the product in general is probably below standard compared to some of the other CRMs.
See all answers
 

Comparisons

Microsoft Dynamics 365 Customer Service vs Pega Customer Service Logo
Microsoft Dynamics 365 Customer Service vs Pega Customer Service
Compared 100% of the time
More Pega Customer Service Competitors
SAP CRM vs Zoho CRM Logo
SAP CRM vs Zoho CRM
Compared 38% of the time
Odoo vs Zoho CRM Logo
Odoo vs Zoho CRM
Compared 7% of the time
monday.com for Enterprise vs Zoho CRM Logo
monday.com for Enterprise vs Zoho CRM
Compared 6% of the time
Salesforce Sales Cloud vs Zoho CRM Logo
Salesforce Sales Cloud vs Zoho CRM
Compared 6% of the time
Microsoft Dynamics CRM vs Zoho CRM Logo
Microsoft Dynamics CRM vs Zoho CRM
Compared 5% of the time
More Zoho CRM Competitors
 

Product Reports

Buyer's Guide
CRM
August 2025
Pega Customer Service reportDownload Pega Customer Service product report
Buyer's Guide
Zoho CRM
July 2025
Zoho CRM reportDownload 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
July 2025
Free Report: Pega Customer Service vs. Zoho CRM
Find out what your peers are saying about Pega Customer Service vs. Zoho CRM and other solutions. Updated: July 2025.
DOWNLOAD NOW
865,384 professionals have used our research since 2012.
See our Pega Customer Service vs. Zoho CRM report.
See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.