Oracle Fusion Service vs SugarCRM Platform comparison

Oracle and SugarCRM are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #3 with an average rating of 8.3, while SugarCRM is ranked #8 with an average rating of 8.5. Oracle holds a 7.4% mindshare in CCEC, compared to SugarCRM’s 1.6% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 50% of SugarCRM users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

388 Views
164 Comparison Views

91% willing to recommend

SugarCRM Platform

Read 12 SugarCRM Platform reviews

90 Views
43 Comparison Views

50% willing to recommend

Oracle Fusion Service

SugarCRM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Oracle Fusion Service and SugarCRM Platform compete in the CRM software category. Oracle Fusion holds an advantage due to its robust feature set and comprehensive customer interaction capabilities.

Features: Oracle Fusion Service offers a Knowledge Base, Smart Assistant, and omni-channel suite, providing a comprehensive service platform for enhanced customer interaction. SugarCRM Platform includes CRM functionalities like lead, account, and opportunity management, with customizable fields and dashboards, and supports open API integration.

Room for Improvement: Oracle Fusion Service requires better customization for B2B alignment, more intuitive navigation, improved integration with older platforms, and enhanced documentation. SugarCRM Platform needs to address its user interface and expand customization, improve system administration and reporting, and enhance support for on-premise implementations.

Ease of Deployment and Customer Service: Oracle Fusion Service provides diverse deployment options with public cloud, private cloud, and on-premises capabilities, receiving satisfactory customer support but needing faster response times in certain regions. SugarCRM Platform also supports on-premises and public cloud deployment, with highly rated customer service despite some implementation challenges in specific verticals.

Pricing and ROI: Oracle Fusion Service is priced on the higher side, with costs tied to usage, presenting challenges for smaller companies. However, its ROI is positive due to efficiency gains. SugarCRM Platform offers budget-friendly licensing and customizable features at an additional cost, providing an attractive pricing structure and potential ROI.

To learn more, read our detailed Oracle Fusion Service vs. SugarCRM Platform Report (Updated: March 2025).

Buyer's Guide

Oracle Fusion Service vs. SugarCRM Platform

March 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)

SugarCRM Platform

Ranking in CRM Customer Engagement Centers

8th

Ranking in CRM

24th

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Marketing Automation (8th), Sales Force Automation (9th)

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 7.4%, down from 7.6% compared to the previous year. The mindshare of SugarCRM Platform is 1.6%, down from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

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.

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Styliana Araouzou

Senior Operations Analyst at Etoro

Customizable, easy to configure, and reliable

My company is considered a customer and an end-user. I'm not sure which version of the solution we're using right now. It's a company that offers lots of user manuals and you can find most of your stuff there before starting development. I'd advise potential new users to go through everything. I would rate the solution an eight out of ten. By default, it comes with a really good model where you can start working with it without having a lot of developers in your team. It's a system that includes everything related to the client and you can see everything under one screen without having a different product or system. It's been great, for the most part.

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

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

"Oracle Fusion's scalability and flexibility are its most valuable features."

"The most valuable feature of the solution is that customers can easily understand it."

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

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

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

"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."

More Oracle Fusion Service pros

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks."

"The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards."

"The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

"The most valuable aspect of this solution is its low cost."

"It works well with Jira. You can customize it to fit your needs."

"It has sales email campaigns, plus integration with Active Directory."

Cons

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

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

"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."

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

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

"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."

"The UI experience needs refinement to enhance user-friendliness."

More Oracle Fusion Service cons

"You cannot include all your entities under one instance at the moment."

"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."

"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."

"I would like to see more integration on a mobile platform in the next release."

"It lacks customization, and this is the main reason that we are switching to a different solution."

"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."

"I would appreciate it if SugarCRM could support us in on-premise implementation."

Pricing and Cost Advice

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

"The product has average pricing."

"The tool is reasonably priced."

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

"Oracle Fusion Service is more expensive than Workday."

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

"Licensing fees are paid on a yearly basis."

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Top Industries

By visitors reading reviews

Educational Organization

77%

Computer Software Company

Financial Services Firm

Manufacturing Company

Educational Organization

33%

Engineering Company

15%

Computer Software Company

13%

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?

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

What do you like most about Sugar Enterprise?

The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.

See all answers

What is your experience regarding pricing and costs for Sugar Enterprise?

All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.

See all answers

What needs improvement with Sugar Enterprise?

The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 25% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 20% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 15% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 13% of the time

Pega CRM vs Oracle Fusion Service

Compared 10% of the time

More Oracle Fusion Service Competitors

No data available

Product Reports

Buyer's Guide

Oracle Fusion Service

March 2025

Download Oracle Fusion Service product report

Buyer's Guide

SugarCRM Platform

March 2025

Download SugarCRM Platform product report

Also Known As

Oracle Service Cloud, Oracle RightNow

No data available

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.

Oracle

SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

SugarCRM

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.

Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor

Buyer's Guide

Oracle Fusion Service vs. SugarCRM Platform

March 2025

Free Report: Oracle Fusion Service vs. SugarCRM Platform

Find out what your peers are saying about Oracle Fusion Service vs. SugarCRM Platform and other solutions. Updated: March 2025.

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