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 8.0. Pega holds a 0.3% 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

168 Views
42 Comparison Views

100% willing to recommend

Zoho CRM

Read 53 Zoho CRM reviews

1,877 Views
883 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: June 2025).

Buyer's Guide

Pega Customer Service vs. Zoho CRM

June 2025

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Helped 860,168 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 (5th), Sales Force Automation (4th)

Mindshare comparison

As of July 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 3.0%, down from 4.2% 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."

"Pega Customer Service is scalable."

"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 solution has an efficient notification feature."

"Zoho CRM's best feature is its reporting."

"Its initial setup process for the cloud-based version is straightforward."

"What I appreciate about Zoho CRM is the customization."

"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."

"The most valuable solution of Zoho CRM is lead management and analytics. It has a powerful analytics tool."

"Zoho CRM is flexible due to its integrations, like with Zoho Campaign, helping integrate marketing efforts with CRM processes."

"It also provides robust reporting capabilities to analyze and report on these key aspects of customer relationship management."

More Zoho CRM pros

Cons

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

"The product's pricing needs improvement."

"The licensing cost could also be improved."

"Pega JVM function needs to be improved."

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

"The login process could be improved as some users find it unfriendly. The documentation could also be more user-friendly and better organized."

"I would like to see better integration with Zoho Creator."

"I'm not sure that there is scalability potential for enterprises."

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

"The customization options for roles in Zoho CRM are currently limited."

"We'd like the solution to be less expensive."

"The support response time for this solution could be improved."

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."

"I rate the product a four out of ten. The cost for Zoho CRM is not fixed; different editions are available, and the features depend on the edition chosen. Some capabilities, such as integrating with workflows, might incur additional costs, but these are well-documented and not hidden."

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

"I have no information about the pricing for Zoho CRM because the finance department handles that."

"Zoho CRM has a subscription-based license, which is not too expensive."

"There is a license required for this solution."

"The licensing is the subscription, where we pay $50 per month per user."

"It is around $1000 a month."

"The tool started out quite cheap. It's had some changes with small and medium business subscriptions, but it's still worth the price. I'd say it's priced a bit below the medium range."

More Zoho CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Educational Organization

49%

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 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

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

More Pega Customer Service Competitors

SAP CRM vs Zoho CRM

Compared 52% of the time

Odoo vs Zoho CRM

Compared 8% of the time

Salesforce Sales Cloud vs Zoho CRM

Compared 6% of the time

Bitrix24 vs Zoho CRM

Compared 6% of the time

Oracle CRM vs Zoho CRM

Compared 6% of the time

More Zoho CRM Competitors

Product Reports

Buyer's Guide

CRM

June 2025

Download Pega Customer Service product report

Buyer's Guide

Zoho CRM

June 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

June 2025

Free Report: Pega Customer Service vs. Zoho CRM

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