Pega vs Salesforce: CRM or BPM

Pega prices the same tier twice: by the seat, and by the case.

Pega’s Case Management edition costs $97 per user per month, or, published as a separate option, $0.47 per case, sold in blocks of 10,000 cases a year. Salesforce prices only per seat, from $25 per user per month, with no per-transaction alternative on any tier. Scope compared, criterion by criterion. Checked 14 September 2026.

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Pega

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Salesforce vs Pega: scope compared, criterion by criterion — checked September 14, 2026
Pega	Salesforce
What each one covers
Its core job
Pegasystems sells Pega Platform as the platform to "build, run, and govern how work gets done," orchestrating AI, people and systems across an end-to-end business process on one foundation.	Running a pipeline structured as accounts, contacts, leads and opportunities on configurable stages, licensed per user and per edition
What it also does, more lightly
The module overlapping sales CRM is Pega Sales Automation, a separate product: lead management, "Opportunity AI Insights & Forecasting," generative-AI email, partner PRM and a mobile app.	It sends list email, capped around five thousand recipients per org per day, with no marketing automation behind it
What it does not do at all
No accounting, general-ledger, payroll, inventory or manufacturing product appears in Pegasystems' product list (Platform, Customer Service, Sales Automation and five others) nor in the three-edition Customer Service matrix.	No native e-signature: even the paid Contracts module requires a DocuSign account separate from the licence
If you only take this one
What you give up
Case Management is capped at 3 connectors (6 in Enterprise, unlimited in Digital Customer Engagement); Mobile Client and Chat are extra, "AI-Augmented Agent" and "AI-infused Next Best Action" absent.	Automatically captured activity history: the standard tier keeps three to six months, against twenty-four with a paid licence
The workaround, and what it costs
3 connectors in Case Management (from USD 97/user/month), 6 in Enterprise (from USD 165/user/month), unlimited in Digital Customer Engagement (from USD 295/user/month): the connector is Pegasystems' workaround.	Each gap closes with a per-seat add-on: Sales Engagement $50, Contracts $50, Revenue Cloud $150 per month
The point where it stops being enough
Pegasystems' quantified thresholds: cases sold in blocks of 10,000 per year, Co-Browse at a 100-user minimum, connectors capped at 3 (Case Management) and 6 (Enterprise), unlimited in Digital Customer Engagement.	Pro Suite caps at five active flows and fifty custom objects. Past that it is Enterprise at $175 per user monthly
If you take both
What it exposes to connect
Pegasystems announces "200+" integrations and names Salesforce.com and SAP; the Digital Experience API is included everywhere but connectors stay capped at 3 then 6, the only bi-directional sync: Exchange (Sales Automation).	REST, SOAP and Bulk APIs from Enterprise up: one hundred thousand daily calls, plus one thousand per Salesforce licence
Which one becomes the source of truth
Pegasystems recommends not moving the data: "Data Virtualization" is included in all three editions and "Live Data" accesses it without regard to where it is stored. No page designates Pega as the master system of record.	Its own architecture guide hands the single source of truth to Informatica, exposed through MuleSoft — two separately billed products
What the tool answers
What it measures or produces
The object Pega manipulates is the "case": the Pega Customer Service price list defines it by example (address change, billing inquiry) and bills by the case unit.	The opportunity: an amount, a close date and a stage drawn from a configurable picklist
The job it equips
The daily user named for Pega Customer Service is the contact-center CSR, on a "unified agent desktop" with AI guidance and automation of data capture, form fill and wrap-up.	The field rep and the sales manager: one maintains opportunities, the other consolidates and submits a revenue forecast
What it cannot tell you
Pegasystems publishes no accounting or billing module (no general ledger, invoice or receivable); a customer's revenue or margin is only accessible via data imported from another system (connectors, Data Virtualization).	Anything past six months of captured activity without a paid licence, and nothing beyond two thousand report rows onscreen
Day-to-day sales work
Pipeline structure
At Pega Sales Automation, the opportunity (a case type with configurable stages) is the core of the pipeline, with revenue splits across reps and territory-based forecasting; concurrent pipelines and the tier are not quantified.	Opportunity stages are customizable everywhere, but running several parallel sales processes only unlocks at Enterprise
Data capture and enrichment
Pega Sales Automation announces an Outlook add-in, a Gmail Chrome extension, bi-directional Exchange calendar sync, "Pega Call" click-to-dial CTI, and built-in duplicate detection.	Einstein Activity Capture ties emails and calendar events to records from Starter. No company or LinkedIn enrichment is documented
Sequences and follow-ups
Pega Sales Automation publishes "sales cadences" (email/call workflows) by criterion (industry, source, territory); no sending limit or pricing tier — Pegasystems publishes no price list for Sales Automation.	Multichannel cadences live in Sales Engagement, a $50 per-user monthly add-on that Enterprise does not include
Automations
The Customer Service price list includes business rules, ad-hoc case handling and robotic automation (+ SLM) in all three editions, from Case Management (USD 97/user/month); the trigger list is not published.	Flow exists from the free tier, but with five active flows. Enterprise allows two thousand active out of four thousand
Forecasting and reporting
Pega Sales Automation rolls up forecasts by category, quarter and territory, compares rep and AI forecasts ("predictive forecast"), with a quota widget ("sales futurecast"); no marketing attribution appears.	Collaborative forecasting starts at Professional. Reports display two thousand rows on screen; beyond that you export
Calling and meetings
The Customer Service price list includes CTI and inbound/outbound calls in all three editions; Sales Automation adds "Pega Call" (click-to-dial) and Exchange-synced appointments, with no call recording or transcription.	Sales Dialer starts at $5 per user monthly. Call analysis requires plugging in an external recording provider
Duplicate handling
Pega Sales Automation publishes native duplicate detection and, for leads, a tool letting users "ignore or merge the lead"; configurable de-duplication rules are not detailed.	Matching and duplicate rules from Professional up, limited to five active duplicate rules per object
What comes out of it
API access
API access, named "Digital Experience API," is included at no extra charge in all three Customer Service editions. No quota unit (calls per minute, day or month) is published as of 14/09/2026.	Included from Enterprise, a paid add-on on Professional, unavailable on Group. Ten thousand extra daily calls cost $25 monthly
What it connects to
Native integrations
Among its "200+ out-of-the-box integrations," Pegasystems names Salesforce.com and SAP (Data & Integrations) and Microsoft Exchange (Sales Automation), plus AWS, Azure, Google Cloud and nine other technologies.	The marketplace, now AgentExchange, advertises over a thousand agents and skills, and no longer publishes an app count
Google tools it connects to
On the Google side, Pegasystems names Google Cloud Platform and BigQuery, and Sales Automation publishes a Gmail Chrome extension; Search Console, Analytics, Ads, Sheets and Looker Studio are absent.	The Gmail integration is native across all paid editions. The Google Sheets connector requires the MuleSoft for Flow add-on
Bringing your existing data across
Pegasystems documents migration via a wizard; for Sales Automation for Financial Services, data goes into two sets of tables then links via CRMEntityId/ExternalSystem. No automatic field mapping or import from a competing CRM.	The import wizard handles fifty thousand records at a time. Data Loader reaches five million, but requires Enterprise
Getting started, and the fine print
Support
"24x7 Support" appears in all three Customer Service editions at no extra fee. Channels: phone (US 1-888-PEGA-NOW, Australia 1800 763 425) and My Support Portal; hours, languages and severity levels are not published.	Basic support is included. The Premier plan, which unlocks 24/7 on business-stopping issues, costs 30% of net licence fees
Where the data is hosted
Pega Cloud is multi-cloud and multi-zone, with a "Pega EU Service Boundary" for European sovereignty; Pega Cloud for Government runs on AWS GovCloud. No region named; the dedicated page is readable only in JavaScript.	Hyperforce allows residency in France, Germany or Sweden, provided the service you subscribe to is available there
Minimum seats billed
No minimum seat count is published for the three Customer Service editions (USD 97, 165, 295 per user per month, no floor). The only published minimums: Co-Browse (100 users) and case-unit licensing (blocks of 10,000/year).	The free tier caps at two licences. No billable minimum is published for Enterprise or above
Data residency and regulated cloud
Pega Cloud for Government (AWS GovCloud) is FedRAMP High on a named scope (Platform, Customer Service, Sales Automation, and one other) — explicit exclusion: "Digital Messaging, Co-Browse, and VoiceAI are not supported."	Salesforce's FedRAMP covers only Government Cloud Plus (up to FedRAMP High/DoD IL2), not Sales Cloud. HIPAA BAA reaches entry tiers (Pro Suite, Foundations), 3 features to disable. StateRAMP absent, only TX-RAMP appears.
Interface languages shipped
Pegasystems ships the interface in US English and publishes five language packs for Sales Automation for Financial Services (v8.7): Italian, French, Japanese, German, Portuguese — translation limited to interface labels.	Salesforce sorts languages into three levels: fully supported (17 plus base English), end-user (Help and Setup untranslated), platform-only (no translation). Default fallback is English (US). No page states the total.
What it costs
The entry price and what it includes
Entry price: Case Management Edition, from USD 97 per user per month, or by the case unit from USD 0.47 per case (blocks of 10,000/year). Limits: 3 connectors, and no "AI-Augmented Agent" or "AI-infused Next Best Action" at all.	$25 per user per month on Starter Suite, billed monthly or annually. But zero custom objects at that tier
What pushes the bill up
Charged on top of the per-user or per-case price: Workforce Intelligence, knowledge management, Mobile Client, Chat, Co-Browse (100-user minimum) — chatbots and email bots additionally require a case-based licence.	Four line items bill as a percentage of net spend: Premier support 30%, Shield 30%, full sandbox 30%, monitoring 10%
Procurement and invoicing
No self-service purchase is published: no store, cart or card payment; Contact Us routes to "Sales inquiries" and phone. The only published self-service: a free trial; payment terms (invoice, ACH, W-9) are nowhere found.	No threshold: MSA clause 5.2 opens the purchase order as the alternative to a card, with no dollar condition. Billed in advance, net 30 calendar days, 1.5% of the balance per month late, suspension at 30 days (10 on card). W-9 supplied to AMER customers. No ACH and no term beyond net-30 published.

Key takeaways

Pega sells the same edition under two different meters

Pegasystems prices its Case Management edition at ninety-seven dollars per user per month, and separately, as a named alternative, at forty-seven cents per case, sold in blocks of ten thousand cases a year. Nowhere does Pegasystems say how a customer chooses between the two, or whether one contract can mix them.

Climbing the connector cap means climbing the seat price too

Case Management includes three connectors at ninety-seven dollars per user per month; Enterprise raises that to six connectors at one hundred sixty-five dollars per user per month; Digital Customer Engagement removes the connector cap entirely at two hundred ninety-five dollars per user per month. Salesforce has no equivalent connector count anywhere in its own pricing.

The case itself is defined loosely, and billed by the unit anyway

A case, by Pegasystems’ own example, is something as small as an address change or a billing inquiry, and it is billed by that unit rather than by seat. The unit is sold only in blocks of ten thousand cases a year, a purchasing shape Salesforce’s per-seat model has no equivalent for.

Two more Pega thresholds sit entirely outside the per-seat price

Co-Browse opens only at a minimum of one hundred users, regardless of edition. Chatbots and email bots require an additional case-based licence stacked on top of whatever per-seat or per-case price already applies, a second meter layered on the first.

FedRAMP High covers Pega Cloud for Government, with named products carved out

Pega Cloud for Government, running on AWS GovCloud, holds FedRAMP High authorization on a named scope covering Platform, Customer Service, Sales Automation and one other product. Pegasystems states the exclusion directly: Digital Messaging, Co-Browse and VoiceAI are not supported under that authorization, even though Co-Browse itself is sold, at its own hundred-user minimum, elsewhere in the same catalogue.

Salesforce’s own FedRAMP badge has the identical shape

Salesforce’s FedRAMP authorization covers Government Cloud Plus, rated up to FedRAMP High and DoD Impact Level 2, not Sales Cloud, the edition this comparison is about. On both sides of this table, a FedRAMP badge names one product while the buyer is shopping for another.

Neither vendor sells its entry tier over the counter

Pegasystems publishes no store, cart or card payment for Customer Service or Sales Automation: a free trial is the only self-service path, and every purchase routes through a sales inquiry, with invoice terms, ACH and W-9 nowhere stated. Salesforce opens the same purchase on an invoice, net-30, with no dollar threshold, but at least names a W-9 for AMER customers, a document Pegasystems never mentions.

Support is free on paper at Pega, priced by percentage at Salesforce

All three Pega Customer Service editions include 24x7 support at no extra fee, reachable by a named US phone line or a support portal, though Pegasystems publishes no hours, languages or severity levels behind that promise. Salesforce prices the same round-the-clock coverage explicitly: Premier support, which unlocks 24/7 handling of business-stopping issues, costs thirty percent of net licence fees.

Frequently asked questions

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Does Pega’s FedRAMP authorization cover all of Pega Cloud for Government?

No: Pega Cloud for Government, hosted on AWS GovCloud, is FedRAMP High authorized, but on a named scope — Platform, Customer Service, Sales Automation and one other product — with an explicit exclusion: Digital Messaging, Co-Browse and VoiceAI are not supported. At Salesforce, FedRAMP covers only Government Cloud Plus, not Sales Cloud, and the HIPAA BAA reaches only entry tiers (Pro Suite, Foundations) provided three features are disabled. A public-sector buyer must check that the product they intend to use actually falls inside the authorized scope, for either vendor.

What extras get added on top of Pega’s per-user or per-case price?

At Pega, several items are billed on top of the per-user or per-case price: Workforce Intelligence, knowledge management, Mobile Client, Chat, and Co-Browse (a 100-user minimum) — chatbots and email bots additionally require a case-based license. At Salesforce, 4 items bill as a percentage of net spend: Premier support at 30%, Shield at 30%, full sandbox at 30% and monitoring at 10%. A buyer needs to add these extras to Pega’s two base grids, the per-seat one and the per-case-block one, to know the real bill.

Can Pega be purchased self-service, the way Salesforce can?

No: at Pega, no self-service purchase is published, no store, no cart, no card payment; the Contact Us button routes to sales inquiries and a phone number. The only published self-service path is the free trial; payment terms (invoice, ACH wire, W-9 form) are documented nowhere. At Salesforce, no threshold is required to open a purchase order as an alternative to a card, billed in advance on net-30 terms, with a W-9 supplied to AMER customers. A buyer who wants to sign without going through a salesperson will find that option at Salesforce, not at Pega.