Pega CRM
by Pega CRM
What Pega CRM is
Pega CRM is a customer engagement suite that brings together Customer Service, Sales Automation, and Customer Decision Hub. It is designed to coordinate engagement across customer journeys and connect systems and organizational silos in one platform. Customer Service uses AI and automation to orchestrate self-service and human support. Sales Automation uses AI agents, workflows, and real-time insights, with tools for leads, opportunity insights and forecasting, workflow automation, and partner relationships. Customer Decision Hub uses a shared strategy, data, and AI across channels to make a decision for each customer at a given moment, including next-best-action capabilities. Listed channels include telephone, web and mobile chat, email, web self-service, messaging, SMS, and IVR voice self-service. The web product's pricing is available on request. Pega offers an interactive Platform Community Edition trial with access to App Studio, Dev Studio, and Prediction Studio. Pega Cloud lists role-based access, SAML, OAuth, and Active Directory single sign-on, plus encryption at rest and in transit. Customer Service Interaction and Back Office Portals are optimized for laptop and desktop browsers, not tablet or mobile browsers.
Who it suits
Pega CRM is aimed at enterprises replacing a current CRM or extending an existing investment. Its three components address customer service, sales automation, and customer decisioning.
What it does well
- Combines Customer Service, Sales Automation, and Decision Hub
- Includes lead management and sales forecasting
- Supports multiple customer-service channels
- Interactive Community Edition trial is available
What to know first
- Pricing is available on request
- Some portals are not optimized for tablet or mobile browsers
- Trial access is to the Community Edition
Limits
The product is paid and pricing is available on request. The Customer Service Interaction and Back Office Portals are optimized for laptop and desktop browsers and should not be opened from tablet or mobile browsers.
Getting started
- Visit the Pega CRM product website.
- Request pricing for the paid product.
- Use the interactive Pega Platform Community Edition trial to access App Studio, Dev Studio, and Prediction Studio.
- Access the web product from a browser.
Verdict
Pega CRM combines customer service, sales, and real-time decisioning in a customer-journey-focused suite. Organizations can explore the Community Edition trial, while pricing for the web product is on request.
Questions
How is Pega CRM priced?
Pega CRM is paid, with pricing on request.
Is there a free trial?
Pega offers an interactive Pega Platform Community Edition trial with App Studio, Dev Studio, and Prediction Studio.
Which platforms does it support?
The listed platform is web, and Pega also lists a mobile app. Customer Service Interaction and Back Office Portals are optimized for laptop and desktop browsers.
What products are included?
The suite combines Customer Service, Sales Automation, and Customer Decision Hub.
What integrations are listed?
Customer Service lists Azure OpenAI, Google Vertex AI, Meta Messenger, Gmail, Twilio, Salesforce Lightning, Amazon Connect, Five9, Cisco, Genesys, and Avaya. Sales Automation can access LinkedIn Sales Navigator organization and contact information.
What security controls does Pega Cloud list?
Pega Cloud lists role-based access, SAML, OAuth, and Active Directory single sign-on, AES 256-bit encryption at rest, and TLS 1.2 and 1.3 in transit.
Facts from Pega CRM's own pages
- AI and automation
- The product page describes real-time AI and end-to-end automation centered on the customer journey. · pega.com, 30 Sept 2026
- AI features
- Yes · pega.com, 20 Sept 2026
- Browser limitation
- Pega Customer Service Interaction and Back Office Portals are optimized for laptop and desktop browsers and should not be opened from tablet or mobile browsers. · docs-be.pega.com, 30 Sept 2026
- Company history
- Pega says it was founded in 1983. · pega.com, 30 Sept 2026
- Compliance
- The Trust Center lists Pega Customer Decision Hub and Pega Sales Automation among products covered by several cloud compliance assessment scopes, including C5 and CSA STAR. · pega.com, 30 Sept 2026
- Core solutions
- Pega CRM includes Customer Service, Sales Automation, and Customer Decision Hub. · pega.com, 30 Sept 2026
- Customer Decision Hub
- Customer Decision Hub provides real-time decisioning and next best action capabilities. · pega.com, 30 Sept 2026
- Customer service
- Pega Customer Service uses AI and automation to orchestrate self-service and human support across customer service journeys. · pega.com, 30 Sept 2026
- Decision hub
- Customer Decision Hub makes one decision per customer per moment using the same strategy, data, and AI across channels. · pega.com, 30 Sept 2026
- Email sync
- Yes · pega.com, 20 Sept 2026
- Founded
- 1983 · pega.com, 28 Sept 2026
- Free trial
- Yes · pega.com, 20 Sept 2026
- Headquarters
- Pega lists its corporate headquarters in Waltham, Massachusetts. · pega.com, 30 Sept 2026
- Integrations
- Pega Customer Service lists integrations including Azure OpenAI, Google Vertex AI, Meta Messenger, Gmail, Twilio, Salesforce Lightning, Amazon Connect, Five9, Cisco, Genesys, and Avaya. · pega.com, 30 Sept 2026
- Intended customers
- Pega describes its CRM as supporting enterprises seeking either an alternative to their current system or an extension of an existing investment. · pega.com, 30 Sept 2026
- Marketing automation
- Yes · pega.com, 20 Sept 2026
- Mobile app
- Yes · pega.com, 20 Sept 2026
- Product scope
- Pega CRM is a journey-focused customer engagement suite combining Customer Service, Sales Automation, and Customer Decision Hub. · pega.com, 30 Sept 2026
- Purpose
- Pega CRM is a customer engagement suite intended to automate engagement across the customer journey. · pega.com, 30 Sept 2026
- Sales automation
- Pega Sales Automation uses AI agents, autonomous workflows, and real-time insights to automate sales tasks and guide sellers. · pega.com, 30 Sept 2026
- Sales features
- Sales Automation includes lead management, opportunity insights and forecasting, workflow automation, and partner relationship management. · pega.com, 30 Sept 2026
- Sales integration
- Pega Sales Automation can access LinkedIn Sales Navigator organization and contact information, including lead recommendations and profile details. · pega.com, 30 Sept 2026
- Visual sales pipeline
- Yes · pega.com, 20 Sept 2026
- Security
- Pega Cloud uses role-based access controls, supports SAML, OAuth, and Active Directory single sign-on, and lists AES 256-bit encryption at rest and TLS 1.2 and 1.3 in transit. · pega.com, 30 Sept 2026
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