Pega CRM Reviews & Pricing

by Pegasystems Inc. | Founded 1983, Cambridge, MA

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Overview Pricing Benefits Reviews Features

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What is Pega CRM?

Industry Specialties: Financial Services, Insurance, Government, Energy and Utilities, Transportation, Hospitality, Manufacturing and High Technology, Communications Service Providers, Media and Entertainment, and Healthcare and Life Sciences

Pega CRM is the customer relationship management suite offering from global provider Pegasystems. The Customer Decision Hub acts as the platform’s foundation and leverages predictive analytics and AI to drive immediate actions grounded in intelligent data.

Furthermore, the platform is built using Pega’s Situational Layer Cake™, enabling agility and tailored experiences. Every element from processes to data models is organized into layers, making it easier to support multi-dimensional efforts. Based on model-driven architecture, the system doesn’t require any coding knowledge. And organizations have the option to run the software on Pega’s cloud, their own cloud or a third-party cloud.

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User Sentiment

Based on 23 reviews:

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Pega CRM Pricing

Based on our most recent analysis, Pega CRM pricing starts at $45 (Per User, Monthly).

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Starting From: $45
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Pega CRM is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Pega CRM:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Pega CRM Benefits and Insights

Why use Pega CRM?

Key differentiators & advantages of Pega CRM

View Real-Time Insights: The system processes a range of data such as churn risk, lead scoring and more, allowing users to see up-to-date information in each customer’s profile. Your organization can also transform big data into actionable insights.
Engage Customers: Use models that continually learn to anticipate customer needs and surpass their expectations. Users can also create and manage engagement strategies to deliver relevant interactions across customer touchpoints.
Control AI Deployment: Blindly using AI can open the door for regulatory violations and major liabilities. Using Pega T-Switch™, organizations can deploy AI based on transparency thresholds to ensure compliance and reduce risks.
Go Mobile: The Pega CRM mobile app allows managers and sales reps to take their work anywhere. Users can view critical info such as leads, opportunities and accounts. The platform includes notifications, alerts, geolocation, voice-to-text and more.
Increase Revenue: With predictive forecasting features, Pega CRM helps sales teams work smarter. Use the insights to bring in more repeat purchases, take advantage of cross-sell and upsell opportunities, and boost customer retention.
Optimize Campaigns: Fueled by AI, the system is always learning. This translates to more accurate campaign offers sent at the best time. It also maximizes paid search efforts to broaden brand reach and target the right people with the appropriate message.

Industry Expertise

Pega has a client base of hundreds that spans the globe. It serves many industry giants and nine of the top 10 companies in the healthcare and insurance spaces. Additional sectors covered include financial services, communications, media and entertainment, manufacturing, and government. Ford, AT&T, Anthem and Wells Fargo are among Pega's well-known customers.

Pega CRM Reviews

Based on our most recent analysis, Pega CRM reviews indicate a 'great' User Satisfaction Rating of 81% based on 23 user reviews from 4 recognized software review sites.

23 reviews

81%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Pega CRM reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Low-code Platform: Pega's visual-based approach empowers both developers and citizen developers to build applications and automate processes without extensive coding knowledge, promoting collaboration and agility within organizations.
End-to-End Automation: Pega's capabilities extend beyond front-office functions to encompass back-office processes and legacy system integration, providing a comprehensive solution for streamlining operations and breaking down silos.
AI-Powered Decisioning: Pega's AI engine, known as Next-Best-Action, analyzes data and recommends optimal actions in real-time, enabling businesses to personalize customer interactions and optimize outcomes.
Scalability and Flexibility: Pega's architecture is designed to accommodate growth and changing business needs, allowing organizations to adapt and scale their CRM solutions as required.

Cons

Steep Learning Curve: Pega's interface can be overwhelming for new users due to its complexity and extensive features, requiring significant time investment to learn and navigate effectively.
Customization Challenges: While Pega offers extensive customization options, implementing and maintaining these customizations often demands specialized skills and resources, potentially increasing costs and complexity for businesses.
Cost Considerations: Pega's pricing structure, which may involve licensing, implementation, and ongoing maintenance fees, can be a significant investment for organizations, particularly smaller businesses with budget constraints.
Performance Concerns: Some users have reported performance issues with Pega, including slow loading times and occasional system glitches, which can impact user productivity and overall efficiency.

Researcher's Summary:

Pega CRM receives praise for its user-friendly interface and adaptability, making it a popular choice among businesses seeking a customizable solution. Its scalability allows it to grow alongside a business, accommodating increasing demands. The software's customer service garners positive feedback for its responsiveness and helpfulness. However, some users note the cost can be a barrier, particularly for smaller businesses. Implementation can also pose challenges due to the platform's complexity.

Compared to competitors like Salesforce and Microsoft Dynamics 365, Pega CRM stands out with its robust automation capabilities and focus on artificial intelligence. These features enable businesses to streamline processes and gain valuable insights into customer behavior. The platform's ability to unify systems and break down data silos is another advantage, fostering greater collaboration and efficiency. While Salesforce offers a wider range of integrations and Microsoft Dynamics 365 boasts tighter integration with Microsoft products, Pega CRM's strengths lie in its process automation and AI-driven insights.

Pega CRM is best suited for larger enterprises with complex needs and a desire for extensive customization. Its ability to handle intricate workflows and automate tasks makes it ideal for organizations seeking to optimize operations and enhance customer engagement. The platform's scalability ensures it can support growth and evolving requirements. However, businesses with limited budgets or simpler CRM needs may find more cost-effective and user-friendly options available.

Key Features

One-to-One Marketing: Using a toolkit supported by AI, the solution enables companies to engage at a personalized level. Users can visually depict each customer’s journey, build rules that govern AI actions, view next-best-action suggestions, monitor efforts via dashboards and more.
Sales Automation: This feature supports data-driven sales processes through AI-guided automation. The platform can identify revenue opportunities as well as streamline and simplify tasks for sales reps. Additionally, managers can gain insights into sales rep performance, forecasts, accounts and other metrics.
Customer Service Tools: The system uses data automation to eliminate silos and leverages omni-channel AI in real time to solve customer issues. It also contains a self-service platform that guides customers to resolutions immediately, instead of waiting for a service rep.

Limitations

Doesn’t provide seamless integration with Salesforce
Doesn’t offer billing and invoicing features for users
UI isn’t user friendly
Lacks support for non-English language
No API for integration with third-party apps
Limited customization support

Suite Support

Email: Email support is offered via a lengthy form on the Pega website. You can get answers to questions based on different categories after filling out the form.

Phone: The number to contact U.S. headquarters is +1 (617) 374-9600. The U.K. headquarters number is +44 118 965 1600. And to reach the A.U. headquarters, dial +61 2 9581 7000.

Training: Pega Academy provides a wealth of training materials, sorted by path (technical or business), industry and product. The formats include online, as well as public or private instructor-led courses. Pega also has an online community to augment the topics covered in the learning library. Finally, an extensive knowledge base offers product information, such as installation, alongside system details like security and administration.

Tickets: You can ask general and how-to questions in the Product Support Community. For other needs, submit support requests by clicking “Pega Support” and then “My Support Portal” in your account.

Cost of Ownership

License/Subscription Cost	Subscription-based model: per user, per month Pricing includes upfront cost for maintenance, upgrades, customization & integration
Maintenance Cost	Included in the monthly subscription cost Provides telephone and online support, which is included in the chosen package
Installation/Implementation Cost	Included in the monthly subscription cost
Customization Cost	Cost varies depending on the functional requirements and the services chosen
Data Migration Cost/Change Management/Upfront Switching Cost	Dependent on the current software, amount of data to be migrated, availability of migration tools, complexity of data, and gaps between the existing system and the new system
Training Cost	Cost varies based on the type of training course chosen
Recurring/Renewal Costs	Costs are included in the subscription fee, based on the number of users plus maintenance support, monitoring, upgrades and premium support service chosen