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 3.1% mindshare in CRM, compared to Oracle Fusion Service’s 1.1% 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

1,491 Views
1,158 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,160 Views
459 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

Download the report

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: January 2025).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

January 2025

Download the complete report

Helped 838,533 peers since 2012

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 February 2025, in the CRM category, the mindshare of Oracle CRM is 3.1%, down from 4.5% compared to the previous year. The mindshare of Oracle Fusion Service is 1.1%, down from 2.0% 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.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"I find the reporting features impactful."

"CRM's performance is good, we've never faced any issues with it."

"It has a wide variety of use cases."

"Oracle CRM integrates seamlessly because it's an end-to-end solution."

"It helps our company interact with our customers, track leads and opportunities, determine how many opportunities are transferred into actual sales, and other such areas."

"The most valuable features of the solution are that it is user-friendly and the fact that the database handling is much better, like any other Oracle solution."

"Technical support is very fast. It's customer friendly."

"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 previous year. Having this information helps me understand the size of the company better and tailor my proposals accordingly."

More Oracle CRM pros

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"The solution changes the way clients work to make it easier and faster."

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

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

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

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

"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."

More Oracle Fusion Service pros

Cons

"The performance could be better."

"The cost can be a bit more expensive compared to other options."

"It’s complex to customize the tool."

"The product is not intuitive."

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

"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."

"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."

"A specialized team is required for managing Oracle, which is extra overhead for the customer."

More Oracle CRM cons

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

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."

"Oracle Service Cloud could improve the integration for older platforms."

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

"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 vendor must provide a user-friendly mobile application."

More Oracle Fusion Service cons

Pricing and Cost Advice

"Shifting from traditional licensing and monthly maintenance fees to a subscription-based, pay-as-you-use model offers several advantages. This approach only charges me for my transactions, aligning costs with business performance. As my company grows, the software provider's revenue grows proportionally to the increased usage. The cost and suitability of Oracle CRM depend on factors like location, industry, and compliance needs. It may be more common for US companies to use Oracle CRM and European ones to use SAP."

"The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it."

"The solution is expensive."

"The costing for this solution is very high. It targets top tier companies. This solution can be split up into multiple modules to cater to the low tier customers."

"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."

"The product’s pricing is very high."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

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

More Oracle CRM pricing and cost advice

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

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

"The tool is reasonably priced."

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

"Oracle Fusion Service is more expensive than Workday."

"The product has average pricing."

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

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

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

838,533 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

14%

University

11%

Financial Services Firm

11%

Government

10%

Educational Organization

81%

Manufacturing Company

Computer Software Company

Financial Services Firm

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...

See all answers

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 37% of the time

SAP CRM vs Oracle CRM

Compared 35% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 11% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 10% of the time

Zoho CRM vs Oracle CRM

Compared 4% of the time

More Oracle CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 38% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 26% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 23% of the time

Odoo vs Oracle Fusion Service

Compared 13% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

February 2025

Download Oracle CRM product report

Buyer's Guide

Oracle Fusion Service

February 2025

Download Oracle Fusion Service product report

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

January 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: January 2025.

DOWNLOAD NOW

838,533 professionals have used our research since 2012.

See our Oracle CRM vs. Oracle Fusion Service report.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.