Pega CRM 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Pega CRM

3.9

(13)

Pricing

Pricing available upon request

About Pega CRM

Pega CRM is an enterprise-level customer relationship management (CRM) solution by Pegasystems that integrates sales, marketing and customer service capabilities into one solution. It also offers end-to-end automation and real-time artificial intelligence capabilities to drive insights around customer engagements.

Pega CRM's marketing feature provides tools to recognize and analyze customers' behavior and suggest the next best action for each customer. It can capture and connect customer's conversations across multiple channels to anticipate and stimulate their journey. The Sales Media Manager feature helps in identifying possible leads and opportunities within the sales pipeline. The solution supports integration with Outlook, Gmail and other Email service providers to manage emails and schedule meetings from a single interface.

Pega CRM is suitable for very large companies that need to process high volumes of complex customer inquiries. Due to its BPM-centric, model-based design, Pega CRM is designed to serve industries with frequent changes in high-complexity processes, such as healthcare, insurance and financial services.

Pega CRM Screenshots

Pega CRM Pricing and Plans

Starting price: $90.00

Free Trial

Free Version

Basic

$90.00

No plan information available

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Pega CRM Features

Popular features found in CRM
Calendar Management
Customer Journey Mapping
Email Management
Quotes/Estimates
Reporting/Analytics
Sales Pipeline Management
Segmentation
Task Management
Territory Management
Workflow Management
More features of Pega CRM
Alerts/Escalation
Contact Management
CRM
Customer Database
Email Marketing
For Insurance Industry
Interaction Tracking
Internal Chat Integration
Knowledge Base Management
Lead Management
Live Chat
Mobile Access
Monitoring
Real-Time Reporting
Referral Tracking
Self Service Portal
Support Ticket Management

Pega CRM Integrations

Microsoft Outlook

Pega CRM User Reviews

Overall Rating

3.9

Ratings Breakdown

46%

23%

15%

Secondary Ratings

Ease of Use

3.8

Value for money

3.3

Customer support

3.6

Functionality

4.2

Robel T.

Verified reviewer

Environmental Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed August 2018

PEGA review

- I enjoy using PEGA CRM, very efficient, fast, rarely crashes and allows me to give a customer a great customer service experience over the phone

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

- Rarely crashed and was very efficient in processing customer credit card requests. Took me only 1 day to be comfortable with software, was used to handle maintenance and changes of credit card accounts for TD Canada Trust bank.

Cons:

- Certain processes for a customer couldn't be done in PEGA and another software had to be used (for example removing an overlimit block on customer credit card). Would be improved if all processes can be done through PEGA software.

Kerry-ann H.

Verified reviewer

Insurance

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed September 2021

Pega CRM

My overall experience with Pega has been wonderful.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

The windows of communication are awesome, The security to interact with departments to sync with each other to provide a more meaning full and accurate decision making before getting back to the caller.

Cons:

Certain data may have human flaws, such as grammar or old updates that may not be completely relevant to the caller or customers now status.

Verified

Reviewer

Banking

Used weekly for less than 2 years

Review source

Reviewed April 2018

Give this one a pass

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

There are deep cases where a product like Pega would thrive. However, increasingly these feel like edge cases as the market is very mature now. Works very well with legacy data and can be fairly easily customized for a specific client interaction type.

Cons:

It is easily the hardest application to work with that I have ever supported. Pega itself provides little insight into changes and things like secure connections to email servers. Everything is an extra cost, every feature requires custom development. It was pitched as a turnkey solution but has been anything but

Verified

Reviewer

Computer Software

501-1000 employees

Used daily for less than 2 years

Review source

Reviewed August 2019

Build your application quickly

I use this tool daily to develop a CRM for a client in the area of tourism. Based on the processes defined by the business area of the company, we have designed and built the logic using the components provided by Pega to save time building the application.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

You can develop a web application from 0 without writing a single line of code. With its model-based approach it allows you to diagram your processes and from there build all the logic that your application needs. It has a wide range of prefabricated components with the best practices which reduce the chances of errors and reduce built time.

Cons:

To solve very specific needs of your application you need to adapt to the limits of this tool since you do not write code in it. Likewise, its continuous integration must be improved since working with branches makes it difficult to make the merge of the work of several people.

Verified

Reviewer

Information Technology and Services

10000+ employees

Used daily for more than 2 years

Review source

Reviewed May 2019

Enterprise Level CRM Tool by Pega systems

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

1. The software has customer service modules also integrated along with usual sales, marketing and CRM functionalities. 2. Multi-channel customer recognition capacities to provide complete data capture capabilities. 3. Since Pega is mainly BPM centric, a large number of clients have been able to find eligible use case an implemented Pega.

Cons:

Making customization can be quite challenging technically and also later maintenance also may become cumbersome.

Myca A.

Philanthropy

51-200 employees

Used daily for less than 6 months

Review source

Reviewed February 2018

CRM and BPM for "The Rest of Us"

Overall, Pega is an ideal solution for organizations with complex needs and deep data sets that need to stay in touch with their constituents or customers. The beauty of Pega is the flexibility of the platform. I'm happy to say we have ZERO custom code and even though we're not quite live, we have already gone through an upgrade with ZERO problems with compatibility.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

For a mid-sized nonprofit, Pega is a lifesaver. Sure, Microsoft Dynamics and SalesForce Cloud provide key CRM functionality at a reasonable price -- but both require significant and ongoing investments in consulting time, something that is tough for nonprofits to budget for. With Pega CRM, we are able to gain an enterprise-scale CRM solution PLUS a business process automation tool that can (eventually) be administered internally.

Cons:

Our implementation partner, Serendebyte, was not ideal. We had multiple challenges with attempting to get them to complete the agreed-upon scope. Word to the wise, no matter what the sales team says, take the time to bring your implementation team onsite before you agree to use them. Don't even trust a phone call! We didn't get the same team we talked to in the partner interview, and it showed.

Verified

Reviewer

Retail

501-1000 employees

Used weekly for less than 6 months

Review source

Reviewed October 2019

Pega Tool Reviews

Overall, I have had a very good experience using Pega as a tool and would definitely recommend it to my colleagues.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The case management feature is very convenient to use. The user interface is very intuitive. Provides support to both front end and back end applications

Cons:

So far not many. Pricing structure can be made better as compared to the competitors. Better customer support.

Jaikaran S.

Verified reviewer

Information Technology and Services

2-10 employees

Used other for less than 6 months

Review source

Reviewed March 2020

Powerful for the purpose it's built for

It is just great after you've transitioned into learning how it works.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

After getting the hang of Pega, it changes the traditional BPMN techniques with rather advanced charts to help the users.

Cons:

Learning Pega was a challenge, it doesn't use traditional BPMN and also forming processes has a completely different way, but it provides with a lot of reference material.

Jaleel B.

Information Services

51-200 employees

Used unspecified for unspecified

Review source

Reviewed October 2016

Very Robust application with many open issues