# Pega CRM Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Pega CRM the right CRM solution for you? Explore 13 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/157/Brevo/reviews

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Pega CRM

3.9 (13)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of Pega CRM

Ease of use

3.8

Customer Service

3.6

## Showing most helpful reviews

Showing 1-13 of 13 Reviews

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Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Robel T.  
Junior Accountant  
Environmental Services  
Used the software for: 2+ years

### "PEGA review"

August 6, 2018

5.0

\- 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

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.

Review Source

KH

Kerry-ann H.  
Customer Service Representative  
Insurance  
Used the software for: 1-2 years

### "Pega CRM"

September 3, 2021

5.0

My overall experience with Pega has been wonderful.

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.

Review Source

VR

Verified Reviewer  
Senior Technical Systems Analyst - Messaging Development  
Banking  
Used the software for: 1-2 years

### "Give this one a pass"

April 27, 2018

2.0

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

Review Source

VR

Verified Reviewer  
Software Developer  
Computer Software  
Used the software for: 1-2 years

### "Build your application quickly"

August 15, 2019

5.0

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.

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.

Review Source

VR

Verified Reviewer  
Technology Lead  
Information Technology and Services  
Used the software for: 2+ years

### "Enterprise Level CRM Tool by Pega systems"

May 24, 2019

4.0

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.

Review Source

MA

Myca A.  
Director, Customer Experience  
Philanthropy  
Used the software for: Less than 6 months

### "CRM and BPM for "The Rest of Us""

February 8, 2018

4.0

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.

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.

Review Source

VR

Verified Reviewer  
Software Engineer  
Retail  
Used the software for: Less than 6 months

### "Pega Tool Reviews"

October 30, 2019

4.0

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

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.

Review Source

Jaikaran S.  
Developer  
Information Technology and Services  
Used the software for: Less than 6 months

### "Powerful for the purpose it's built for"

March 20, 2020

5.0

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

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.

Review Source

JB

Jaleel B.  
Developer  
Information Services  
Used the software for:

### "Very Robust application with many open issues"

October 6, 2016

3.0

I see many issues when it comes to the performance and UI of the applicaiton and the features what PEGA is providing is amazing.

Pros

Features

Cons

Performance

Review Source

sM

sibin M.  
  
  
Used the software for:

### "Pega for Sales Force Automation"

October 4, 2016

5.0

Pega's version 7 fro sales force automation (SFA) is a big change from prior versions and has a UI that competes with leading SFA CRM Salesforce.

Review Source

DS

Donna S.  
  
  
Used the software for:

### "null"

March 1, 2018

1.0

Review Source

MT

McGarey T.  
  
  
Used the software for:

### "Edge back office"

October 5, 2016

3.0

Unable to work well with Salesforce really need to see the complete 360 of the customer. Would like seamless integraion

Review Source

NG

Naresh G.  
Senior Consultant  
Information Technology and Services  
Used the software for: Less than 6 months

### "Review of Pega CRM"

December 19, 2018

5.0

Pros

It is a very nice software tool which can be used for CRM. It is very Dynamic and flexible to operate the tool. This can be easily operated with zero coding knowledge.

Cons

Integrations with other software and connections to email server is not secure and is little complex. All these features are available with extra costs since it requires a custom development.

Review Source

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