Oracle Fusion Service Reviews

Name: Oracle Fusion Service
Brand: Oracle
Rating: 4 (31 reviews)

4.3 out of 5

31 reviews
90% willing to recommend

995 followers

What is Oracle Fusion Service?

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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Oracle Fusion Service is the #3 ranked solution in top CRM Customer Engagement Centers, #7 ranked solution in top Marketing Management solutions, and #10 ranked solution in top CRM solutions. PeerSpot users give Oracle Fusion Service an average rating of 8.6 out of 10. Oracle Fusion Service is most commonly compared to monday.com: Oracle Fusion Service vs monday.com. Oracle Fusion Service is popular among the midsize enterprise segment, accounting for 82% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 81% of all views.

Buyer's Guide

Oracle Fusion Service

October 2024

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Featured reviews

Hitesh Kunchakuri

Associate Consultant at University of California at Davis

There are multiple options in the product that are improving quarterly by considering the user feedback Oracle receives from its multiple clients. I am not exactly sure about the improvements made in the product since I have not been working with the solution for the past four to six months. The area where employees' personal and contact information is called the person management section in the HR module of Oracle Fusion Service, has shortcomings where improvements are required. Sometimes, there are some issues with the areas around national identifiers in the product, so our company has to add multiple national identifiers. Though a person from the USA works in some other country, and that person has every valid document of the residing country, the product sometimes gives some trouble to access the information. The product's option to upload payroll data doesn't work seamlessly. It would be great if there was an option to do internal calculations in the product since sometimes, in our company, we have to calculate all the fields manually in Excel and then upload them in the application.

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HodaAboul Fotouh

Product Development Manager at Raya Integration

Some features that require improvement include the location functionality and certain aspects of the CRM. While Oracle is actively working on enhancements, there are nice-to-have features offered by competitors, such as gaming elements, that, although not crucial to business processes, add value and enhance user experience. As someone focused on customer experience, I would like to see the inclusion of social listening capabilities in future updates. This feature would allow the system to detect negative feedback from customers on social media and automatically generate an incident report, enabling us to address customer concerns promptly. Additionally, while I emphasize customer experience, I acknowledge that HR and finance professionals may have other specific features they wish to see.

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Jules Kouame

Expert ERP - Manager MOA at Orange

For my company, I use its workflow management tools, and I oversee various aspects of their implementation, including training, customization, and other related processes Oracle offers a wide range of applications, each capable of delivering significant value to our business. These applications…

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Oracle Fusion Service mindshare

Product category:

As of October 2024, the mindshare of Oracle Fusion Service in the CRM category stands at 1.3%, down from 2.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

Key learnings from peers

Valuable Features

The most valuable features of Oracle Fusion Service include seamless integration with other solutions, such as the Cisco PBX, through numerous APIs. It also allows for the integration of Siebel data with Cisco PBX, which is highly appreciated.

The solution is stable and scalable, with reliable technical support. Additionally, it enhances clients' work processes, making them more efficient and faster.

"Oracle Fusion's scalability and flexibility are its most valuable features."
"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."
"Oracle Fusion Service offers good efficiency."

Room for Improvement

Users find it challenging to create new accounts in Oracle Fusion Service and suggest simplifying the process. They also express a desire for enhanced customization options, including the ability to deploy custom code.

The delivery of the solution to clients is complex and requires highly skilled technicians. Additionally, users recommend improving the integration of Oracle Service Cloud with older platforms.

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."
"Some features that require improvement include the location functionality and certain aspects of the CRM."
"The product's initial setup phase was very difficult."

ROI

Users have had a good return on investment.

Pricing

The pricing and licensing for Oracle Fusion Service are considered to be costly, with fees on the higher end.

"The tool is reasonably priced."
"Oracle Fusion Service is a cheap and flexible solution."
"The product has average pricing."

Popular Use Cases

The primary use case of Oracle Fusion Service is to serve as an ERP solution for a bank's call center and service department. It allows agents to seamlessly log into the system using a Coral browser, streamlining the process of receiving and routing customer complaints.

Additionally, the product is used for field force management and is implemented and managed by the company's ICT department, which provides IT infrastructure services to clients.

Service and Support

Customers have expressed satisfaction with the technical support provided by Oracle Fusion Service. They appreciate having access to a service manager and specialist who can assist with various areas such as networking, database, and applications. The availability of a specialist is particularly important to them.

Deployment

The user feedback regarding the duration required to establish a new tech solution suggests that the initial setup of Oracle Fusion Service can be complex, but manageable with proper training. The goal of the system is to simplify operations, however, the setup complexity is due to the nature of the processes involved.

The setup process typically involves designing functionality with an architect and IT engineer, followed by simulating the architecture before deployment.

The deployment timeframe depends on the size and complexity of the project and requires skilled technicians.

Scalability

Oracle Fusion Service is highly regarded for its scalability and robustness. The scalability of Oracle Service Cloud is particularly praised, as it is easy to manage and accommodate a growing user base.

Stability

Oracle Fusion Service is considered stable and reliable by users.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Oracle Fusion Service Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Educational Organization

81%

Manufacturing Company

Computer Software Company

Financial Services Firm

Government

Retailer

University

Construction Company

Wholesaler/Distributor

Healthcare Company

Legal Firm

Energy/Utilities Company

Real Estate/Law Firm

Compare Oracle Fusion Service with alternative products

Learn more about Oracle Fusion Service

Oracle Fusion Service was previously known as Oracle Service Cloud, Oracle RightNow.

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Oracle Fusion Service customers

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.