Pega CRM vs SugarCRM Platform comparison

Pega and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Pega is ranked #6 with an average rating of 7.5, while SugarCRM is ranked #11 with an average rating of 7.0. Pega holds a 5.5% mindshare in CCEC, compared to SugarCRM’s 3.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

1,276 Views
345 Comparison Views

100% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

1,298 Views
195 Comparison Views

50% willing to recommend

Pega CRM

SugarCRM Platform

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Executive SummaryUpdated on Jun 29, 2025

SugarCRM Platform and Pega CRM are key players in the CRM software market. Pega CRM takes a leading position due to its advanced features that could provide significant value to many businesses.

Features: SugarCRM focuses on customization with data import capabilities and sales automation tools, offering flexibility for various business needs. Pega CRM stands out with AI-driven automation, real-time analytics, and strong customer interaction management, enhancing business operations for technology-driven enterprises.

Room for Improvement: SugarCRM could improve in terms of AI capabilities, complex integrations, and providing more in-depth analytics. Pega CRM might enhance its user interface, simplify its customization for non-technical users, and improve its customer experience management features.

Ease of Deployment and Customer Service: SugarCRM's deployment process is straightforward, ideal for organizations with limited technical resources, and its customer service is efficient. Pega CRM offers detailed training and support but has a more complex deployment that might require greater technical knowledge.

Pricing and ROI: SugarCRM offers a lower initial cost, appealing to budget-conscious organizations, and allows for modular pricing to match specific requirements. Pega CRM, while potentially higher in initial cost, provides significant ROI through automation and operational cost reductions, suiting companies seeking advanced CRM solutions.

To learn more, read our detailed Pega CRM vs. SugarCRM Platform Report (Updated: December 2025).

Buyer's Guide

Pega CRM vs. SugarCRM Platform

December 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega CRM

Ranking in CRM Customer Engagement Centers

6th

Ranking in CRM

21st

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

11th

Ranking in CRM

25th

Average Rating

7.0

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

Marketing Automation (10th), Sales Force Automation (6th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Pega CRM is 5.5%, down from 8.2% compared to the previous year. The mindshare of SugarCRM Platform is 3.1%, up from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Pega CRM	5.5%
SugarCRM Platform	3.1%
Other	91.4%

CRM Customer Engagement Centers

Featured Reviews

Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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reviewer1345677

Senior Manager / IT Planning & Architecture Services at a comms service provider with 10,001+ employees

Easily customizable, automation enhances the marketing campaigns but support is the main hiccup for us

It has been effective in managing customer relationships. It has sales email campaigns, plus integration with Active Directory. And there are centralized reports for the CEO and the general managers. We work with automation for these marketing and email campaigns. It sends out emails to prospective customers related to sales offers automatically. And it copies the sales team so that they can follow up. They are tracking the sales leads. So, the automation within SugarCRM enhances the marketing campaigns. For now, my work is done because I am the IT strategy and planning manager. I just try to deliver the solution according to the requirements of the business. From my side, it's implemented already, the requirement related to the sales funnel. But if they have any other requirement from the business side, they will submit it to me, and then I will look for a suitable solution.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The product's deployment phase was easy."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The solution is very easy to use."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

More Pega CRM pros

"It works well with Jira. You can customize it to fit your needs."

"It has sales email campaigns, plus integration with Active Directory."

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

"The most valuable aspect of this solution is its low cost."

"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."

Cons

"They should enable the data-driven streaming feature inside it."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"The solution has room for improvement around decisional and real-time data analysis."

"The UI is lagging and needs to be improved."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

More Pega CRM cons

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

"I would like to see more integration on a mobile platform in the next release."

"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."

"It lacks customization, and this is the main reason that we are switching to a different solution."

"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."

"You cannot include all your entities under one instance at the moment."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

Pricing and Cost Advice

"The pricing is on the higher side."

"It is expensive."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"Licensing fees are paid on a yearly basis."

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Top Industries

By visitors reading reviews

Financial Services Firm

26%

Computer Software Company

Manufacturing Company

Educational Organization

Engineering Company

16%

Manufacturing Company

13%

Computer Software Company

10%

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	2
Large Enterprise	3

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

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What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

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What needs improvement with Sugar Enterprise?

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...

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What advice do you have for others considering Sugar Enterprise?

To start with, SugarCRM is a very good platform. It's easy to implement and easily customizable. Might be later when you want to scale, then I would recommend Salesforce. Overall, I would rate it a...

See all answers

Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 16% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 13% of the time

Salesforce Service Cloud vs Pega CRM

Compared 10% of the time

Genesys Cloud CX vs Pega CRM

Compared 10% of the time

TLDCRM vs Pega CRM

Compared 4% of the time

More Pega CRM Competitors

Vtiger CRM vs SugarCRM Platform

Compared 15% of the time

Oracle CRM vs SugarCRM Platform

Compared 13% of the time

Microsoft Dynamics CRM vs SugarCRM Platform

Compared 12% of the time

Zoho CRM vs SugarCRM Platform

Compared 11% of the time

Siebel CRM vs SugarCRM Platform

Compared 7% of the time

More SugarCRM Platform Competitors

Product Reports

Buyer's Guide

Pega CRM

January 2026

Download Pega CRM product report

Buyer's Guide

SugarCRM Platform

January 2026

Download SugarCRM Platform product report

Also Known As

Chordiant

No data available

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

SugarCRM

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Buyer's Guide

Pega CRM vs. SugarCRM Platform

December 2025

Free Report: Pega CRM vs. SugarCRM Platform

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