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Oracle Fusion Service vs Pega Robotic Process Automation comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

ROI

Sentiment score
7.5
Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.
Sentiment score
7.6
Pega Robotic Process Automation delivers an ROI of 2 FTE benefits per robot and boosts profits by 7.5% for clients.
 

Customer Service

Sentiment score
7.6
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Sentiment score
6.5
Pega RPA improved with knowledgeable support and global availability, though complex issues may require longer resolution times.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
 

Scalability Issues

Sentiment score
8.2
Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.
Sentiment score
6.8
Pega RPA is scalable and adaptable, though experiences vary; cloud solutions ease expansion, and integration enhances flexibility.
Initially, we had ten ERPs, and I have added more since.
 

Stability Issues

Sentiment score
8.1
Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.
Sentiment score
7.9
Pega Robotic Process Automation is stable and reliable, with resolved past issues, relying on strong infrastructure and proper planning.
 

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.
Pega RPA needs improvements in integration, OCR, UI, and cloud expansion for better competitiveness and user efficiency.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
 

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.
Pega RPA offers competitive enterprise licensing mainly for Fortune 500 firms, with US pricing affecting global regions like APAC.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
 

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.
Pega RPA offers a user-friendly platform with strong automation, integration capabilities, and robust technical support, enhancing workflow efficiency.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
 

Categories and Ranking

Oracle Fusion Service
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
33
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (10th), Marketing Management (7th)
Pega Robotic Process Automa...
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
23
Ranking in other categories
Robotic Process Automation (RPA) (17th)
 

Mindshare comparison

Oracle Fusion Service and Pega Robotic Process Automation aren’t in the same category and serve different purposes. Oracle Fusion Service is designed for CRM and holds a mindshare of 1.3%, down 1.7% compared to last year.
Pega Robotic Process Automation, on the other hand, focuses on Robotic Process Automation (RPA), holds 3.1% mindshare, up 2.4% since last year.
CRM
Robotic Process Automation (RPA)
 

Featured Reviews

MahaboobPasha - PeerSpot reviewer
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.
VISHNU VARDHAN CHENNURU - PeerSpot reviewer
Great for UI creation, helpful support services, and reliable
Excel connectors need to be improved as there are a few connectors in Excel areas. The recording is not at best in Pega Robotics. They could look into it. The interactions with some applications, like Windows and web applications, are a little slow. They need to improve their speed. It should be normal, to open it with other tools. However, right now, it's a little hard. Users should feel they can develop easily. It will sometimes hang while interacting with third-party applications. Instead of adapters, if we had direct interaction of the applications with API and had scripts, that would be better. We have only CSharp supported right now. We'd like to have Python supported. If it was, it would be easier for us and make the solution more flexible. Currently, we are adding three different configuration files, however, if I had the option, I'd prefer to make a single configuration file and then differentiate it in all three environments. It can be difficult to create logic in automation. It's hard than if we used other RPA tools. If they could add more toolbox options, that would be ideal. They need to do what they can to help us reduce complexity in the automation and combine things under, for example, a single control.
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Top Industries

By visitors reading reviews
Educational Organization
73%
Financial Services Firm
3%
Computer Software Company
3%
Manufacturing Company
3%
Financial Services Firm
31%
Computer Software Company
13%
Manufacturing Company
9%
Insurance Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
What do you like most about Pega Robotic Process Automation?
The solution's automation handling capability has positively impacted the overall automation process in my experience.
What is your experience regarding pricing and costs for Pega Robotic Process Automation?
I would rate the pricing a six out of ten, with ten being expensive.
What needs improvement with Pega Robotic Process Automation?
The solution's configuration and settings could be more comprehensive.
 

Also Known As

Oracle Service Cloud, Oracle RightNow
Pega RPA, OpenSpan
 

Overview

 

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.
eBay Enterprise, M&I Bank
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