Oracle Fusion Service Reviews

Name: Oracle Fusion Service
Brand: Oracle
Rating: 4.3 (33 reviews)

4.3 out of 5

33 reviews
91% willing to recommend

996 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 Microsoft Dynamics CRM: Oracle Fusion Service vs Microsoft Dynamics CRM. 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

February 2025

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Featured reviews

MahaboobPasha

Solutions Architect at Western Digital

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

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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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Oracle Fusion Service mindshare

Product category:

As of February 2025, the mindshare of Oracle Fusion Service in the CRM category stands at 1.1%, down from 2.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

PeerAnalyst reports

Type	Title	Date
Category	CRM	Feb 20, 2025	Download
Product	Reviews, tips, and advice from real users	Feb 20, 2025	Download
Comparison	Oracle Fusion Service vs Salesforce Sales Cloud	Feb 20, 2025	Download
Comparison	Oracle Fusion Service vs Microsoft Dynamics CRM	Feb 20, 2025	Download
Comparison	Oracle Fusion Service vs monday.com	Feb 20, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	12.2%	92%	76 interviews Add to research
Salesforce Sales Cloud	4.2	9.5%	94%	114 interviews Add to research

Valuable Features

Oracle Fusion Service offers omni-channel communication, seamless scalability, and efficient incident management. Its standout features like the Knowledge Base, Chat, and Smart Assistant enhance customer interactions. Advanced reporting tools, AI capabilities, and integration with APIs provide flexibility and efficiency. Users appreciate the centralization of HR and finance modules, intuitive interface, and rapid deployment. Its global accessibility and adaptive nature cater to various business needs, offering value through customizability and effective transaction management.

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."
"There is a focus on maintaining efficiency, and it is a significant time saver."
"There is also a focus on maintaining efficiency, and it is a significant time saver."

Room for Improvement

Oracle Fusion Service requires improvements in B2B customization, user interface navigation, integration, and support. The branding and mobile interface need enhancements alongside chat management and approval visibility. Users find challenges in documentation and reporting. Addressing these gaps, especially in older versions, along with enhancing AI and personalization features may enhance user experience. Pricing and licensing also require attention, particularly during currency disruptions.

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve."
"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."
"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

ROI

Organizations using Oracle Fusion Service benefit from tailored solutions that lead to improved customer experiences and loyalty. Many report significant reductions in contact cost, time savings, and HR expenses. There is flexibility in payments for specific needs, contributing to a positive return. Some entities observe a 30% customer pay increase for enhanced experiences and highlight efficiency. While several haven't measured exact metrics, many note increased efficiency and support in achieving goals with a strong return on investment.

Pricing

Oracle Fusion Service pricing is considered high, with licensing fees rated around eight out of ten. The subscription model includes all features without extra fees. Costs vary by usage, user type, and chosen modules, though users find named-user licenses cheaper. Non-contact center licenses are cost-effective for sporadic users. While viewed as an expensive product compared to competitors, its flexible pricing caters to organizational requirements. Many would suggest consulting Oracle for detailed pricing tailored to specific needs.

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

Popular Use Cases

Organizations primarily use Oracle Fusion Service for managing diverse customer support and transactional processes including knowledge management, omnichannel customer interactions, call center operations, and supply chain management. Additional uses span from financial and HR modules to workflow and field force management. Users leverage its capabilities for ERP systems integration, facilitating global operations without significant infrastructure investments and enhancing efficiency in purchase requisitions, customer experience, and comprehensive resource management.

Service and Support

Oracle Fusion Service customer service is rated well, yet experiences turnover among managers affecting consistency. They show improvements, though response times can lag. Customer success managers are helpful navigators. Technical support receives high marks for knowledge, responsiveness, and ability to escalate when needed, though issues with response time persist. Access to specialists is important to users, and partners provide good services. Users appreciate the Oracle Service Cloud portal. There is a need for more skilled staff in some locations.

Deployment

Oracle Fusion Service's initial setup is typically straightforward, especially compared to other CRM systems. While some organizations find it complex due to integration needs or specific business processes, many find it easy to install. Customizations can add complexity, but experienced teams can handle these adjustments efficiently. Deployment can vary in duration, often taking a few weeks. Cloud-based nature simplifies installation, yet skilled technical personnel are essential for large-scale implementations.

Scalability

Oracle Fusion Service is described as highly scalable, with users ranging from small to large enterprises adding thousands of users with ease. Organizations have successfully expanded its use across multiple countries and divisions. It supports substantial user growth and provides reliable functionality. Many rate its scalability capabilities highly, indicating efficient handling of increased demands. With its cloud offering, users find it straightforward to scale, accommodating expanding user bases and project needs seamlessly.

Stability

Oracle Fusion Service is consistently rated highly for stability, often scoring nine out of ten. Users report a stable experience even with large-scale operations, although minor outages do occur. These are promptly managed with effective communication during incidents. Stability issues are rare, and improvements are continuously implemented. The system handles scheduled maintenance efficiently, with downtime under 30 seconds typically. Organizations have confidence in its stability, finding it robust and reliable for their needs.

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

Retailer

Government

Healthcare Company

Construction Company

Energy/Utilities Company

University

Legal Firm

Wholesaler/Distributor

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.

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.