Oracle Fusion Service vs Pega CRM comparison

Oracle and Pega are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #3 with an average rating of 8.3, while Pega is ranked #7 with an average rating of 7.9. Oracle holds a 5.6% mindshare in CCEC, compared to Pega’s 8.4% mindshare. Additionally, 90% of Oracle users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Oracle Fusion Service

Read 31 Oracle Fusion Service reviews

336 Views
142 Comparison Views

90% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

220 Views
167 Comparison Views

100% willing to recommend

Oracle Fusion Service

Pega CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Oracle Fusion Service and Pega CRM compete in the CRM software category. Based on the comparison, Oracle Fusion Service may hold an advantage in scalability and system integration, while Pega CRM is praised for its robust case management capabilities.

Features: Oracle Fusion Service offers an omni-channel suite including chat, knowledge base, and incident management tools. It provides scalability and integration with other systems. Pega CRM is known for its robust case management, configuration-driven setup, and extensive workflow capabilities.

Room for Improvement: Oracle Fusion Service could improve in B2B customization, user experience, and integration. Its licensing costs are a concern. Pega CRM needs enhancements in UI, real-time data analysis, and its pricing structure, as it is considered pricey. Greater options for database modification could improve usability.

Ease of Deployment and Customer Service: Oracle Fusion Service supports public, private, and hybrid cloud deployments, offering flexibility but varying customer service quality. Pega CRM supports various deployment models and has good customer service but may require external expertise for implementation.

Pricing and ROI: Oracle Fusion Service has a flexible but expensive pricing model, providing potential ROI through process efficiencies. Pega CRM is also expensive but offers high functionality, beneficial for firms needing comprehensive solutions. Both offer personalized payment approaches that could align ROI with organizational needs.

To learn more, read our detailed Oracle Fusion Service vs. Pega CRM Report (Updated: December 2024).

Buyer's Guide

Oracle Fusion Service vs. Pega CRM

December 2024

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Categories and Ranking

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

3rd

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Marketing Management (7th)

Pega CRM

Ranking in CRM Customer Engagement Centers

7th

Ranking in CRM

18th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2024, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 5.6%, down from 6.8% compared to the previous year. The mindshare of Pega CRM is 8.4%, up from 7.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Hitesh Kunchakuri

Associate Consultant at University of California at Davis

A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business

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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Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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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 solution is easy to learn."

"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."

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

"Stable and scalable with good technical support."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

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

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

More Oracle Fusion Service pros

"The case management feature is really valuable."

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"The solution is very easy to use."

"The product's deployment phase was easy."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

More Pega CRM pros

Cons

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

"Lacks the ability to deploy custom code for customization."

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

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

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

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

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

"The solution’s reporting could be improved."

More Oracle Fusion Service cons

"The UI should be improved."

"The solution has room for improvement around decisional and real-time data analysis."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"The UI is lagging and needs to be improved."

More Pega CRM cons

Pricing and Cost Advice

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

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

"The product has average pricing."

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

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

"Oracle Fusion Service is more expensive than Workday."

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

"The tool is reasonably priced."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"The pricing is on the higher side."

"It is expensive."

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824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

81%

Computer Software Company

Manufacturing Company

Financial Services Firm

27%

Computer Software Company

14%

Manufacturing Company

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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?

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 b...

See all answers

What is your primary use case for Oracle Service Cloud?

We use the solution as a backend for ERP systems, encompassing various functions such as HR, finance, supply chain, manufacturing, and customer experience (CX) management.

See all answers

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 40% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 27% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 18% of the time

Sales Creatio vs Oracle Fusion Service

Compared 16% of the time

More Oracle Fusion Service Competitors

Siebel CRM vs Pega CRM

Compared 42% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 19% of the time

Pega Robotic Process Automation vs Pega CRM

Compared 16% of the time

Genesys Cloud CX vs Pega CRM

Compared 12% of the time

Odoo vs Pega CRM

Compared 12% of the time

More Pega CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

December 2024

Download Oracle Fusion Service product report

Buyer's Guide

Pega CRM

December 2024

Download Pega CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

Chordiant

Learn More

Oracle

Video not available

Pega

Overview

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.

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Sample 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.

The State of Maine, Aegis, Aegon, AIG Japan, ING

Buyer's Guide

Oracle Fusion Service vs. Pega CRM

December 2024

Free Report: Oracle Fusion Service vs. Pega CRM

Find out what your peers are saying about Oracle Fusion Service vs. Pega CRM and other solutions. Updated: December 2024.

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