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 5.8% mindshare in CCEC, compared to Pega’s 8.2% 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

323 Views
135 Comparison Views

90% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

225 Views
169 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: January 2025).

Buyer's Guide

Oracle Fusion Service vs. Pega CRM

January 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 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

19th

Average Rating

8.0

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 5.8%, down from 6.8% compared to the previous year. The mindshare of Pega CRM is 8.2%, up from 7.6% 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 changes the way clients work to make it easier and faster."

"Oracle Fusion Service offers good efficiency."

"The solution is completely cloud-based and very easy to access from anywhere."

"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."

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

"The solution is easy to learn."

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

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

More Oracle Fusion Service pros

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

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

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

"The case management feature is really valuable."

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

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

"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."

"The product's deployment phase was easy."

More Pega CRM pros

Cons

"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."

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

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

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

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

"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."

"The user experience has to be much better."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

More Oracle Fusion Service cons

"They should enable the data-driven streaming feature inside it."

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

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

"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."

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

"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."

More Pega CRM cons

Pricing and Cost Advice

"Oracle Fusion Service is more expensive than Workday."

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

"The tool is reasonably priced."

"The product has average pricing."

"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."

"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 pricing is on the higher side."

"It is expensive."

"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."

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Top Industries

By visitors reading reviews

Educational Organization

81%

Manufacturing Company

Computer Software Company

Financial Services Firm

26%

Computer Software Company

14%

Real Estate/Law Firm

Government

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 38% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 26% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 22% of the time

Sales Creatio vs Oracle Fusion Service

Compared 14% of the time

More Oracle Fusion Service Competitors

Siebel CRM vs Pega CRM

Compared 39% of the time

Microsoft Dynamics CRM vs Pega CRM

Compared 19% of the time

Odoo vs Pega CRM

Compared 14% of the time

Genesys Cloud CX vs Pega CRM

Compared 14% of the time

Pega Robotic Process Automation vs Pega CRM

Compared 14% of the time

More Pega CRM Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

January 2025

Download Oracle Fusion Service product report

Buyer's Guide

Pega CRM

January 2025

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

January 2025

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: January 2025.

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