Oracle Fusion Service vs Zoho Desk comparison

Oracle and Zoho are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #3 with an average rating of 8.3, while Zoho is ranked #6 with an average rating of 8.3. Oracle holds a 7.4% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

388 Views
164 Comparison Views

91% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

70 Views
41 Comparison Views

90% willing to recommend

Oracle Fusion Service

Zoho Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Oracle Fusion Service and Zoho Desk based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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

Buyer's Guide

Oracle Fusion Service vs. Zoho Desk

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

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM (10th), Marketing Management (7th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (7th)

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 Zoho Desk is 1.5%, down from 2.2% 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.

Read full review

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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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

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

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

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

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

"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."

"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."

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

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

More Oracle Fusion Service pros

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"Zoho Desk is very flexible, just like the other applications of Zoho."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The product is quite stable."

"The solution doesn't have any bugs."

"The initial setup is easy."

"The product provides communication features like chats and calls."

More Zoho Desk pros

Cons

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

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

"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."

"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."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

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

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

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

More Oracle Fusion Service cons

"The solution should provide an option to autofill some values while creating tickets."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"There is room for improvement in customer service and support. It could be more knowledgeable."

"Zoho Desk lacks lookup fields for the layouts."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"Sometimes, the solution has some email issues in a new data center."

"The solution could improve its stability and scalability."

"As per customer requirements, it may have some limitations."

More Zoho Desk cons

Pricing and Cost Advice

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

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

"Oracle Fusion Service is more expensive than Workday."

"The tool is reasonably priced."

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

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

"The product has average pricing."

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

"Zoho Desk is a cost-effective solution."

"Zoho Desk's pricing is more flexible."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The product costs $10 to $25 per user per month."

"Zoho Desk's cost is pretty much okay."

"For what it does, it's quite cheap."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Educational Organization

77%

Computer Software Company

Financial Services Firm

Manufacturing Company

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

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 Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

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

ServiceNow vs Zoho Desk

Compared 57% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

March 2025

Download Oracle Fusion Service product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk 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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

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.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Oracle Fusion Service vs. Zoho Desk

March 2025

Free Report: Oracle Fusion Service vs. Zoho Desk

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

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