Oracle CX Sales vs Oracle Fusion Service comparison

Oracle CX Sales and Oracle Fusion Service are both solutions in the CRM category. Oracle CX Sales is ranked #14 with an average rating of 8.6, while Oracle Fusion Service is ranked #12 with an average rating of 8.2. Oracle CX Sales holds a 1.1% mindshare in CRM, compared to Oracle Fusion Service’s 0.8% mindshare. Additionally, 87% of Oracle CX Sales users are willing to recommend the solution, compared to 91% of Oracle Fusion Service users who would recommend it.

Oracle CX Sales

Read 15 Oracle CX Sales reviews

1,161 Views
1,103 Comparison Views

87% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,131 Views
735 Comparison Views

91% willing to recommend

Oracle CX Sales

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 27, 2025

Oracle Fusion Service and Oracle CX Sales are leading competitors in customer service and sales process optimization. Oracle Fusion Service shines with its omni-channel capabilities and strong integration features, while Oracle CX Sales stands out with workflow-driven functionality and robust analytics, giving each a distinct advantage in their respective domains.

Features: Oracle Fusion Service offers features like Chat, Co-Browse, SLAs, and Smart Assistant, making it an advanced platform for customer engagement. The platform integrates survey tools and customizable reporting, which is essential for understanding customer interactions. Oracle CX Sales includes lead and opportunity management, mobile functionality, and comprehensive sales analytics, facilitating a streamlined sales process with external system integration.

Room for Improvement: Oracle Fusion Service needs improvements in B2B customization, integration with legacy platforms, and user interface enhancement. Faster response times and better documentation are also needed. Oracle CX Sales could enhance its user interface to modern standards, improve integration capabilities, and increase AI features along with customization for global users. Both products should focus on ease of use and enhanced customization.

Ease of Deployment and Customer Service: Oracle Fusion Service and Oracle CX Sales provide flexible deployment options across public, private, and hybrid clouds, with Oracle Fusion Service additionally supporting on-premises deployments. Despite generally positive customer service, both face challenges with response times and technical support knowledge, with Oracle Fusion Service struggling with support consistency.

Pricing and ROI: Oracle Fusion Service is viewed as expensive, with pricing based on usage and user count, but offers flexible pricing models. The ROI is primarily through operational cost reduction and efficiency. Oracle CX Sales is costly, but its functionality and security justify the price. Both products provide ROI through reduced overhead costs, though Oracle Fusion Service users see higher ROI from tailored investments, while CX Sales users appreciate the product’s built-in capabilities.

To learn more, read our detailed Oracle CX Sales vs. Oracle Fusion Service Report (Updated: September 2025).

Buyer's Guide

Oracle CX Sales vs. Oracle Fusion Service

September 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 CX Sales

Ranking in CRM

14th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Opportunity Management (7th), Sales Force Automation (5th)

Oracle Fusion Service

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Oracle CX Sales is 1.1%, down from 3.0% compared to the previous year. The mindshare of Oracle Fusion Service is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	0.8%
Oracle CX Sales	1.1%
Other	98.1%

CRM

Featured Reviews

Uday Kiran B

Senior Analyst at Capgemini

Offers the capability to customize it the way I want, create my own CRM, and create a new closed integration with everything

The best thing is we can customize it. For example, there are some standard procedures in CRM, the opportunity that is standard. Other than that, we can create customized software on a business-to-business basis. So, if I don't want to follow any standard upgrade of CRM, I can customize it the way I want, create my own CRM, and create a new closed integration with everything. I can make my own CRM. The analytics in Oracle CX Sales are good. We can use ODA (Oracle Digital Assistant) to track data. There are some out-of-the-box reports for things like currency exchange data or product lists. These features are there by default. If you need to create new custom reports, it's possible to do so. They've been lagging behind the visual builder recently, but the product has improved.

Read full review

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

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

"In my experience, the most valuable feature of Oracle CX Sales varies depending on the vertical of the business you're in. Oracle offers industry-specific products tailored to different sectors. However, the sales cycles and methods remain largely consistent across the board."

"the Oracle CX Sales Eloqua module is very useful."

"The lead and opportunity management features are valuable."

"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout."

"The integration with other systems is easy."

"It covers sales very well."

"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."

"Oracle CX Sales is workflow-driven, aligning with best practices in our sales process."

More Oracle CX Sales pros

"I've seen positive impact from using Oracle Fusion Service, especially for HCM, where there's been a revolution from E-Business to Fusion; it's completely different."

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

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

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

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

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

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

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

More Oracle Fusion Service pros

Cons

"You can get disconnected if you do not have a strong, reliable internet connection."

"The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes."

"They could provide more integrated AI features as part of the platform rather than as a separate offering."

"Support is very poor."

"The interface of Oracle CX Sales could be more user-friendly."

"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."

"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."

"The tool must allow developers to check logs."

More Oracle CX Sales cons

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

"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."

"Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly."

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

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

"Some features that require improvement include the location functionality and certain aspects of the CRM."

More Oracle Fusion Service cons

Pricing and Cost Advice

"It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."

"The product pricing is reasonable compared to other solutions in the market."

"The product is pricey."

"It's expensive, but worth the money."

"The price is reasonable."

"The solution is reasonably priced compared to other tools."

"Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product."

"The tool is reasonably priced."

"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."

"Oracle Fusion Service is more expensive than Workday."

"The product has average pricing."

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

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

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

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Top Industries

By visitors reading reviews

Manufacturing Company

16%

Computer Software Company

10%

University

Financial Services Firm

Manufacturing Company

11%

Financial Services Firm

Healthcare Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	2
Large Enterprise	12

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

Questions from the Community

What do you like most about Oracle CX Sales?

The integration with other systems is easy.

See all answers

What is your experience regarding pricing and costs for Oracle CX Sales?

Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product.

See all answers

What needs improvement with Oracle CX Sales?

The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes. Customization of field length and width to accommodate geographical require...

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?

See all answers

What is your primary use case for Oracle Service Cloud?

I have been working on implementing Oracle Fusion Service to mainly higher education industry clients and one banking client. Before that, I was working with financial services-based solutions for ...

See all answers

Comparisons

Salesforce Sales Cloud vs Oracle CX Sales

Compared 28% of the time

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 24% of the time

Siebel CRM vs Oracle CX Sales

Compared 17% of the time

Sales Creatio vs Oracle CX Sales

Compared 11% of the time

Bullhorn vs Oracle CX Sales

Compared 5% of the time

More Oracle CX Sales Competitors

Siebel CRM vs Oracle Fusion Service

Compared 14% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 11% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 8% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 7% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CX Sales

October 2025

Download Oracle CX Sales product report

Buyer's Guide

Oracle Fusion Service

October 2025

Download Oracle Fusion Service product report

Also Known As

Oracle Sales Cloud

Oracle Service Cloud, Oracle RightNow

Overview

Oracle Sales Cloud is a sales enablement, sales intelligence, and sales performance management hybrid platform. It combines sales automation and intelligence, SPM (including compensation plans), partner relationship management, and sales collaboration tools. Features include: lead and opportunity management, prospecting, customer data enrichment, territory and quota balancing, goal alignment, compensation plan modeling, account management, partner selling programs, social collaboration, and sales education/knowledge management.

The key elements of Oracle Sales Cloud's SFA solution are vast. They include: • Core foundational sales force automation tools such as account, opportunity and lead management and productivity tools • A comprehensive partner relationship management offering to manage channel sales and partner management • Extensive sales performance management encompassing the science of managing territories, quota management and sales incentive compensation • Advanced analytics consisting of pre-built analytic reports, data visualization and adaptive intelligence • A customer data management system to ensure clean, consolidated and complete customer information. With rich functional capabilities and a comprehensive feature set, Oracles Sales Cloud provides a more modern approach to sales execution.

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

Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.

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 CX Sales vs. Oracle Fusion Service

September 2025

Free Report: Oracle CX Sales vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CX Sales vs. Oracle Fusion Service and other solutions. Updated: September 2025.

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