What users are saying about
205 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
3080 Ratings
205 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Salesforce

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
3080 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Highlights

Pega Platform is a business process management platform that offers a suite of best-in-class process automation and case management solutions. It also provides users with marketing and sales CRM capabilities. Salesforce offers a popular cloud-based CRM platform that aims to streamline lead and opportunity management by bringing relationship management, automation, and reporting functions under one umbrella.

Pega Platform excels at case management and offers users a no-code visual app development experience. Pega can also function as a CRM and has built-in AI capabilities to assist in decision making. Salesforce is the dominant CRM platform in the market today and offers integrations with thousands of applications so users can get the most out of the system. On TrustRadius, Pega Platform is most popular with enterprise software users while Salesforce is preferred by reviewers from midsize companies. 

Features

Pega Platforms’ main advantage is that it offers excellent case management and lifecycle management tools. These provide users with a visual representation of business cases and the ability to group related tasks into stages. It also allows them to easily monitor how and when the tasks are completed. It is a no-code platform that allows users to make changes through a graphical user interface to effect coding changes. TrustRadius users also report excellent support from the vendor and thorough training and process documentation. 

Salesforce offers a best-of-breed CRM system that is highly customizable. Because it is an industry-standard CRM, it offers integrations with most major third-party software product, which is a major plus for companies that use many different applications throughout their organization. Salesforce also offers excellent reporting capabilities so that teams can stay focused on goals and milestones.   

Limitations

Pega Platform is not as broad of a solution as some of its competition. While it has different modules and add-ons, it might not cater to organizations that have very specific business needs. Pega also does not offer as many software integrations as Salesforce so there may be limitations when it comes to integrating data streams form other third-party software into the Pega Platform.

Salesforce’s main detractors are its extreme complexity and the amount of time and effort required to customize the system. Many businesses may not need all the features that are offered. This can make it overwhelming for new users learning how to use the Salesforce CRM platform. TrustRadius users mention a lack of videos for web-based training and that the software could use better help tools overall. Salesforce is also in the process of transitioning to a more streamlined user interface called Salesforce Lightning Experience, but some users report that they have difficulty in navigating the newer UI. 

Pricing

Pega Platform offers a 30-day free trial of the software, which does not include the full capabilities of the Pega Cloud service. For example, the free version does not include case management, analytics, or access to the virtual private cloud. Perga Platform’s Enterprise Starter package is $90 per user per month. This plan is differentiated from the way competitors price their software in that Pega only charges for actual usage within a given period, rather than just the user license.

Salesforce CRM lives inside the Salesforce Sales Cloud, which offers a free trial and four paid pricing plans. Their lowest-tier plan costs $25 per user per month and has relatively limited functionality. For example, it does not include lead registration and lead scoring, pipeline forecasting, or workflow automation. Pega’s Professional, Enterprise, and Unlimited plans respectively cost $75/user/month, $150/user/month, and $300/user/month. 

Community Pulse

Reviewers Who Considered Both Products

Pega Platform

Chose Pega Platform

I think Pega has the edge on business process management features. I would also recommend Pega for financial industry players, especially in the B2C environment and banks/teams working with smaller businesses. Obviously, Salesforce has a massive ecosystem with a number of …

Chose Pega Platform

Cheaper than TIBCO and has a better front-end as compared to TIBCO.
Cheaper than Salesforce when the target audience is the internal customers like call center agents and claim specialists.

Chose Pega Platform

We used Salesforce.com and Orcle CRM. Later, after creating a couple of mock applications, we found Pega was best suited to our customer business process.

Chose Pega Platform

Salesforce is much faster, but you can’t complete the same things in it. Pega does work well with Salesforce though and can track cases. Pega requires a lot more setup and training than Salesforce, at least at my company. I don’t even know if Salesforce offers the same thing as …

Chose Pega Platform

Pega was who we first chose, but due to the high learning curve and really needing developers who knew CODE, we were forced to look at other solutions like UiPath.

Chose Pega Platform

On premise solution

Chose Pega Platform

We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite …

Chose Pega Platform

The enterprise application team did a detailed evaluation to compare against customer service department needs and evaluated Workflow, UI, Rules Management, Out of Box features, Technology, scalability, Integration options etc., and based on the scoring decided to go with PEGA 7.

Salesforce.com

No answer on this topic

Feature Set Ratings

    Reporting & Analytics

    8.4

    Pega Platform

    84%

    Salesforce

    Feature Set Not Supported
    N/A
    Pega Platform ranks higher in 3/3 features

    Dashboards

    9.0
    90%
    61 Ratings
    N/A
    0 Ratings

    Standard reports

    8.1
    81%
    61 Ratings
    N/A
    0 Ratings

    Custom reports

    8.1
    81%
    60 Ratings
    N/A
    0 Ratings

    Process Engine

    8.3

    Pega Platform

    83%

    Salesforce

    Feature Set Not Supported
    N/A
    Pega Platform ranks higher in 8/8 features

    Process designer

    8.7
    87%
    63 Ratings
    N/A
    0 Ratings

    Process simulation

    9.1
    91%
    55 Ratings
    N/A
    0 Ratings

    Business rules engine

    9.1
    91%
    63 Ratings
    N/A
    0 Ratings

    SOA support

    7.0
    70%
    49 Ratings
    N/A
    0 Ratings

    Process player

    8.7
    87%
    47 Ratings
    N/A
    0 Ratings

    Support for modeling languages

    5.4
    54%
    6 Ratings
    N/A
    0 Ratings

    Form builder

    9.1
    91%
    58 Ratings
    N/A
    0 Ratings

    Model execution

    9.5
    95%
    54 Ratings
    N/A
    0 Ratings

    Collaboration

    8.0

    Pega Platform

    80%

    Salesforce

    Feature Set Not Supported
    N/A
    Pega Platform ranks higher in 1/1 features

    Social collaboration tools

    8.0
    80%
    49 Ratings
    N/A
    0 Ratings

    Content Management Capabilties

    4.4

    Pega Platform

    44%

    Salesforce

    Feature Set Not Supported
    N/A
    Pega Platform ranks higher in 1/1 features

    Content management

    4.4
    44%
    9 Ratings
    N/A
    0 Ratings

    Sales Force Automation

    Pega Platform

    Feature Set Not Supported
    N/A
    7.7

    Salesforce

    77%
    Salesforce.com ranks higher in 9/9 features

    Customer data management / contact management

    N/A
    0 Ratings
    8.1
    81%
    188 Ratings

    Workflow management

    N/A
    0 Ratings
    7.8
    78%
    180 Ratings

    Territory management

    N/A
    0 Ratings
    7.6
    76%
    149 Ratings

    Opportunity management

    N/A
    0 Ratings
    8.2
    82%
    184 Ratings

    Integration with email client (e.g., Outlook or Gmail)

    N/A
    0 Ratings
    7.5
    75%
    173 Ratings

    Contract management

    N/A
    0 Ratings
    7.6
    76%
    146 Ratings

    Quote & order management

    N/A
    0 Ratings
    7.4
    74%
    138 Ratings

    Interaction tracking

    N/A
    0 Ratings
    7.9
    79%
    159 Ratings

    Channel / partner relationship management

    N/A
    0 Ratings
    7.7
    77%
    131 Ratings

    Customer Service & Support

    Pega Platform

    Feature Set Not Supported
    N/A
    8.6

    Salesforce

    86%
    Salesforce.com ranks higher in 3/3 features

    Case management

    N/A
    0 Ratings
    9.0
    90%
    56 Ratings

    Call center management

    N/A
    0 Ratings
    8.4
    84%
    42 Ratings

    Help desk management

    N/A
    0 Ratings
    8.3
    83%
    46 Ratings

    Marketing Automation

    Pega Platform

    Feature Set Not Supported
    N/A
    7.8

    Salesforce

    78%
    Salesforce.com ranks higher in 2/2 features

    Lead management

    N/A
    0 Ratings
    7.9
    79%
    171 Ratings

    Email marketing

    N/A
    0 Ratings
    7.7
    77%
    145 Ratings

    CRM Project Management

    Pega Platform

    Feature Set Not Supported
    N/A
    7.4

    Salesforce

    74%
    Salesforce.com ranks higher in 3/3 features

    Task management

    N/A
    0 Ratings
    7.5
    75%
    163 Ratings

    Billing and invoicing management

    N/A
    0 Ratings
    6.7
    67%
    37 Ratings

    Reporting

    N/A
    0 Ratings
    7.9
    79%
    127 Ratings

    CRM Reporting & Analytics

    Pega Platform

    Feature Set Not Supported
    N/A
    7.9

    Salesforce

    79%
    Salesforce.com ranks higher in 3/3 features

    Forecasting

    N/A
    0 Ratings
    7.7
    77%
    160 Ratings

    Pipeline visualization

    N/A
    0 Ratings
    7.9
    79%
    176 Ratings

    Customizable reports

    N/A
    0 Ratings
    8.1
    81%
    184 Ratings

    Customization

    Pega Platform

    Feature Set Not Supported
    N/A
    7.9

    Salesforce

    79%
    Salesforce.com ranks higher in 4/4 features

    Custom fields

    N/A
    0 Ratings
    8.0
    80%
    176 Ratings

    Custom objects

    N/A
    0 Ratings
    8.2
    82%
    168 Ratings

    Scripting environment

    N/A
    0 Ratings
    7.7
    77%
    128 Ratings

    API for custom integration

    N/A
    0 Ratings
    7.9
    79%
    148 Ratings

    Security

    Pega Platform

    Feature Set Not Supported
    N/A
    8.3

    Salesforce

    83%
    Salesforce.com ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    8.3
    83%
    146 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    8.4
    84%
    139 Ratings

    Social CRM

    Pega Platform

    Feature Set Not Supported
    N/A
    7.7

    Salesforce

    77%
    Salesforce.com ranks higher in 2/2 features

    Social data

    N/A
    0 Ratings
    7.6
    76%
    118 Ratings

    Social engagement

    N/A
    0 Ratings
    7.8
    78%
    115 Ratings

    Integrations with 3rd-party Software

    Pega Platform

    Feature Set Not Supported
    N/A
    7.8

    Salesforce

    78%
    Salesforce.com ranks higher in 2/2 features

    Marketing automation

    N/A
    0 Ratings
    7.8
    78%
    152 Ratings

    Compensation management

    N/A
    0 Ratings
    7.7
    77%
    103 Ratings

    Platform

    Pega Platform

    Feature Set Not Supported
    N/A
    7.9

    Salesforce

    79%
    Salesforce.com ranks higher in 1/1 features

    Mobile access

    N/A
    0 Ratings
    7.9
    79%
    161 Ratings

    Attribute Ratings

    • Pega Platform is rated higher in 5 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating, Implementation Rating
    • Salesforce.com is rated higher in 1 area: Online Training

    Likelihood to Recommend

    8.8

    Pega Platform

    88%
    72 Ratings
    7.6

    Salesforce

    76%
    305 Ratings

    Likelihood to Renew

    10.0

    Pega Platform

    100%
    7 Ratings
    9.4

    Salesforce

    94%
    49 Ratings

    Usability

    9.0

    Pega Platform

    90%
    1 Rating
    8.0

    Salesforce

    80%
    94 Ratings

    Availability

    Pega Platform

    N/A
    0 Ratings
    9.8

    Salesforce

    98%
    54 Ratings

    Performance

    Pega Platform

    N/A
    0 Ratings
    9.0

    Salesforce

    90%
    36 Ratings

    Support Rating

    9.9

    Pega Platform

    99%
    13 Ratings
    7.6

    Salesforce

    76%
    121 Ratings

    In-Person Training

    Pega Platform

    N/A
    0 Ratings
    7.9

    Salesforce

    79%
    11 Ratings

    Online Training

    8.0

    Pega Platform

    80%
    1 Rating
    9.1

    Salesforce

    91%
    15 Ratings

    Implementation Rating

    10.0

    Pega Platform

    100%
    1 Rating
    9.4

    Salesforce

    94%
    32 Ratings

    Configurability

    Pega Platform

    N/A
    0 Ratings
    10.0

    Salesforce

    100%
    2 Ratings

    Contract Terms and Pricing Model

    Pega Platform

    N/A
    0 Ratings
    9.1

    Salesforce

    91%
    10 Ratings

    Product Scalability

    Pega Platform

    N/A
    0 Ratings
    10.0

    Salesforce

    100%
    2 Ratings

    Professional Services

    Pega Platform

    N/A
    0 Ratings
    9.3

    Salesforce

    93%
    8 Ratings

    Likelihood to Recommend

    Pegasystems

    Pega Platform has introduced the low code feature, using app studio seasonal and professional developer can develop application easily and quickly. The initial application can be build by Business analyst and product owner who has less knowledge of Pega Platform, further application can be enhanced/extended by professional developer. We can develop end to end application and promote to higher environment. Easily we can perform parallel development using branch.
    Read full review

    Salesforce

    Ability to create dashboards. The project progress can be easily tracked. Tickets can be fed with all the right data and the same can be exported. You can customize the fields as per your usage. Can be used for multiple projects. The reports generated are accurate in nature and can be used for making important decisions and improvements.
    Read full review

    Pros

    Pegasystems

    • Quick development time. Much of the Pega "rules" are easy to configure and implement.
    • Visually friendly and modern. Much of the UI/UX elements in the system are continuously supported and updated, giving a nice feel to the apps.
    • Many of the configurations and rules Pega gives to the developers can also be delegated to business users. The organization and structure of the client's business can easily be adapted in the Pega platform.
    Read full review

    Salesforce

    • Salesforce.com is extremely customizable. I would not consider it an out-of-the-box solution, although its standard fields allow for fundamental CRM activities and reporting.
    • Salesforce.com is able to integrate with 100s of third-party softwares—often times creating efficiencies in processes.
    • Reports within Salesforce.com have the ability to be simple as a standard Account report, or you can get very granular with your report filtering to segment a very specific result, eg. Accounts in California who are active clients and fall within the pharmaceutical industry and have a specified market capitalization.
    Read full review

    Cons

    Pegasystems

    • Need more learning materials. For Beginners who have previous programming experience with another language takes more time to learn.
    • If the developer is met with an issue in pega platform , they have to rely on Pega supporting team to fix it.
    • Customization is available but is not encouraged. Pega does not support faults that occur in customized solutions.
    Read full review

    Salesforce

    • Would like easier integration of Einstein data in Salesforce Dashboards so we do not have to navigate to the Analytics Studio.
    • Quicker adoption of custom objects into new offerings like the Pipeline Navigator.
    • Continued expansion of Salesforce Surveys for more features and flexibility.
    Read full review

    Pricing Details

    Pega Platform

    Starting Price

    $90 Per User Per Month

    Editions & Modules

    Pega Platform editions and modules pricing
    EditionModules
    Starter$90.001

    Footnotes

    1. Per User Per Month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Salesforce

    Starting Price

    $25 per month

    Editions & Modules

    Salesforce editions and modules pricing
    EditionModules
    Essentials$25.001
    Professional$75.002
    Enterprise$150.003
    Unlimited$300.004

    Footnotes

    1. Per User/Per Month
    2. Per User/Per Month
    3. Per User/Per Month
    4. Per user/Per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Pegasystems

    Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
    Read full review

    Salesforce

    While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
    Read full review

    Usability

    Pegasystems

    Pega Platform is enhancing its product and launching new features day by day which help to achieve customers needs. If I talk about the earlier version of Pega Platform (i.e. pega v5 and 6.3) there were many numbers of limitations in Pega Platform and if we need to do some customization then needed to write custom java and jave scripts to achieve the functionally. Now I can say Pega Platform is running with market trends and demand. Pega Platform is giving all the options which support the current technologies like decisioning capabilities, real time processing, mashup, process fabrics etc..
    Read full review

    Salesforce

    Compared to the Salesforce Classic layout, the Lightning Experience is very user-friendly. Customize your top navigation bar to include quick links to your most frequently used records, objects, or reports. There are free online courses from Salesforce called "Trail Heads" to help new users get acquainted with the CRM. As a whole, it's a well-designed and user-friendly website. All is well, and there have been no problems so far.
    Read full review

    Reliability and Availability

    Pegasystems

    No answers on this topic

    Salesforce

    Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
    Read full review

    Performance

    Pegasystems

    No answers on this topic

    Salesforce

    Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
    Points per Salesforce -
    1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
    2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
    3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
    4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
    5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
    6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
    7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
    8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
    9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
    Read full review

    Support Rating

    Pegasystems

    It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
    Read full review

    Salesforce

    Account managers are awesome for the most part but change every year. So just as they are getting to know your business they usually switch accounts. We have premier success now which gives us 24/7 access to support, which has been helpful as we deal with integration issues with APIs and across Salesforce products.
    Read full review

    In-Person Training

    Pegasystems

    No answers on this topic

    Salesforce

    I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

    I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
    Read full review

    Online Training

    Pegasystems

    The online training is an excellent one, but still it is missing hands on development.
    Read full review

    Salesforce

    I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

    We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
    Read full review

    Implementation Rating

    Pegasystems

    Implementation is totally depend up on the requirement
    Read full review

    Salesforce

    Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
    Read full review

    Alternatives Considered

    Pegasystems

    We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. It's observed that Rules engines integration is very streamlined with forms in Pega whereas other tools multiple have powerful data model capabilities but lacks the ease of creating business rules.
    Read full review

    Salesforce

    When evaluating a CRM solution for our company we had a fairly simple decision process. We had to decide to buy vs build an internal solution - which we found for the cost Salesforce would save from development / IT perspective and provide a more robust solution. The closest out of the box competitor we looked at was the Microsoft Dynamics CRM product -and again, we found Salesforce to be a more robust / cost effective solution.
    Read full review

    Contract Terms and Pricing Model

    Pegasystems

    No answers on this topic

    Salesforce

    The contract process was arduous. Some of that was because of the purchasing issues with our university, but as mentioned previously, we got a quote for a package and then they also recommended add-on fees. These were things we did not end up going with because we had budgeted based on the originally quoted amount. This has slowed down our implementation phase and meant we were paying for two CRM software for longer than I would have liked.
    Read full review

    Scalability

    Pegasystems

    No answers on this topic

    Salesforce

    I've worked with Salesforce since 2001 in companies ranging from 4 to hundreds of sales people and the system has been able to scale and perhaps more importantly expand (functionally) to the needs of larger organizations. In fact in my previous company, as a provider of a solution that integrated with Salesforce, we had customers that had thousands of sales people using Salesforce.
    Read full review

    Professional Services

    Pegasystems

    No answers on this topic

    Salesforce

    Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
    Read full review

    Return on Investment

    Pegasystems

    • For one of the applications we worked on, we were able to reduce the processing time on a case from 2 days to 20 minutes by utilizing Pega
    • We were able to resolve the issue of the routing of cases to users based on a specific algorithm by use of Pega
    • Pega case management feature was extensively used in one of the application to establish a parent-child relationship which was very helpful for all the business users
    Read full review

    Salesforce

    • Companies that either hire consulting expertise or have in-house experts will benefit the most. It can be a powerful tool. Manage it correctly and there will be great benefits.
    • Conversely, if companies don't implement Salesforce.com with a plan, there will be frustration and small if any ROI realized.
    Read full review

    Screenshots

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