Oracle CRM vs Oracle Fusion Service comparison

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #9 with an average rating of 7.4, while Oracle Fusion Service is ranked #10 with an average rating of 8.3. Oracle CRM holds a 3.3% mindshare in CRM, compared to Oracle Fusion Service’s 1.3% mindshare. Additionally, 89% of Oracle CRM users are willing to recommend the solution, compared to 91% of Oracle Fusion Service users who would recommend it.

Oracle CRM

Read 38 Oracle CRM reviews

1,447 Views
1,118 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 12, 2025

Oracle CRM and Oracle Fusion Service are key players in the CRM market, each with distinct strengths. Oracle Fusion Service has the edge due to its cloud-based accessibility, advanced AI features, and simpler deployment.

Features: Oracle CRM offers comprehensive customization, robust integration tools, and a multitude of horizontal features suited for complex deployments across industries. Key features include an intuitive user interface, expansive real-time capabilities, and a versatile suite addressing sales, marketing, and customer service needs. Oracle Fusion Service excels with its cloud-based infrastructure integrating finance and HR, embedding AI functionalities, and offering seamless scalability. Its intuitive design enhances productivity through features like chat, knowledge management, and comprehensive service options.

Room for Improvement: Oracle CRM could benefit from a more modern interface, simplifying its customization processes, and improving integration with non-Oracle systems. Challenges in flexibility and enhanced AI functionalities are also noted. Meanwhile, Oracle Fusion Service needs better documentation, stabilization of its newer modules, and improved UI/UX. Social listening features and refinement of user interactions are demanded by its users.

Ease of Deployment and Customer Service: Oracle CRM offers a diverse deployment spectrum, including private, public, hybrid, and on-premises solutions, but setup can be complex and overwhelming. Its technical support is satisfactory with varying response times. Oracle Fusion Service is praised for its straightforward public cloud deployment and smoother integration, although it shares similar initial support engagement delays. Despite challenges, its cloud accessibility provides a more streamlined experience.

Pricing and ROI: Oracle CRM is a premium solution with substantial licensing costs, offering positive ROI through efficiency improvements. Oracle Fusion Service has a flexible SaaS pricing model, aligning with business usage for scalability. Its positive ROI is achieved through process efficiencies and savings. Both solutions are priced high, but Fusion Service's usage-based pricing presents an attractive option for varied business sizes.

To learn more, read our detailed Oracle CRM vs. Oracle Fusion Service Report (Updated: April 2025).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

April 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

Oracle CRM

Ranking in CRM

9th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Marketing Management (7th)

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Oracle CRM is 3.3%, down from 4.1% compared to the previous year. The mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

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MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

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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Quotes from Members

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

Pros

"The reporting features are valuable."

"It is a stable solution."

"It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."

"During the demos, Oracle CRM's natural language search feature stood out to me. It departs from the traditional menu-based options, making searches more intuitive. Another significant feature is their Common Data Platform. Including an accounting package as part of the full platform was also appealing."

"The forecasting reporting section was the most useful."

"Case management, incident management, and request management features are valuable."

"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."

"It is one of the most proficient CRM tools out there. It is comprehensive and scalable. It covers most of the CRM activities, business lines, and business requirements."

More Oracle CRM pros

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

"Oracle offers a wide range of applications, each capable of delivering significant value to our business."

"Stable and scalable with good technical support."

"The solution is easy to learn."

"Everything is managed by Oracle, so they have security in place."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"The product's most valuable feature is an efficient fusion of finance and HR modules."

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

More Oracle Fusion Service pros

Cons

"Oracle CRM should improve in terms of AI capabilities and user interface design."

"Our infrastructure is set up for an on-premises deployment of this solution and I am concerned that the online deployment that we are moving to will not perform as well as our current on-premises storage systems. It could cause some problems, such as latency delays."

"I'd like to see more feature enhancements."

"In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic."

"The product is complicated to use for new users."

"The user interface and performance could be better."

"The initial setup is complex, it could be improved to be more simplified."

"The user interface could be better. It's currently running on an older Java UI format, which could be upgraded to Fiori."

More Oracle CRM cons

"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."

"The product's option to upload payroll data doesn't work seamlessly."

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

"The UI experience needs refinement to enhance user-friendliness."

More Oracle Fusion Service cons

Pricing and Cost Advice

"We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system."

"There is a license required to use this solution. The price is reasonable for a CRM."

"The cost of a license with support is slightly higher than a regular license."

"The solution is expensive."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

"The product’s pricing is very high."

"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."

"Compared to alternative solutions Oracle CRM is expensive."

More Oracle CRM pricing and cost advice

"The tool is reasonably priced."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"This is definitely an expensive product compared to others on the market."

"The product has average pricing."

"Oracle Fusion Service is a cheap and flexible solution."

"Oracle Fusion Service is more expensive than Workday."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

12%

University

12%

Government

12%

Educational Organization

75%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

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What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

See all answers

What needs improvement with Oracle CRM?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

See all answers

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

Comparisons

Siebel CRM vs Oracle CRM

Compared 35% of the time

SAP CRM vs Oracle CRM

Compared 32% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 5% of the time

More Oracle CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 24% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 20% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 13% of the time

Pega CRM vs Oracle Fusion Service

Compared 10% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

March 2025

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Buyer's Guide

Oracle Fusion Service

March 2025

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Also Known As

Market2Lead

Oracle Service Cloud, Oracle RightNow

Overview

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

Oracle

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.

Oracle

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

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.

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

April 2025

Free Report: Oracle CRM vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: April 2025.

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