Intercom Customer Communications Platform vs Oracle Fusion Service comparison

Intercom and Oracle are both solutions in the CRM category. Intercom is ranked #21 with an average rating of 9.0, while Oracle is ranked #12 with an average rating of 8.3. Intercom holds a 0.9% mindshare in CRM, compared to Oracle’s 1.0% mindshare. Additionally, 75% of Intercom users are willing to recommend the solution, compared to 91% of Oracle users who would recommend it.

Intercom Customer Communica...

Read 3 Intercom Customer Communications Platform reviews

1,437 Views
1,049 Comparison Views

75% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,990 Views
1,433 Comparison Views

91% willing to recommend

Intercom Customer Communica...

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 8, 2026

Oracle Fusion Service and Intercom Customer Communications Platform compete in the customer service tools category. Oracle Fusion Service dominates with its advanced data integration, while Intercom impresses with user-friendly communication features, appealing despite higher costs.

Features: Oracle Fusion Service offers robust integration with enterprise systems, detailed analytics, and comprehensive customer service solutions. Intercom provides versatile messaging capabilities, engagement tools for personalized interactions, and intuitive communication interfaces.

Ease of Deployment and Customer Service: Oracle Fusion requires significant IT involvement for deployment, backed by strong customer support. Intercom offers a straightforward cloud-based implementation, allowing rapid setup with responsive support.

Pricing and ROI: Oracle Fusion entails a substantial initial investment but promises long-term ROI through streamlined processes. Intercom, although more expensive ongoing, achieves quicker ROI via enhanced customer engagement and retention.

To learn more, read our detailed Intercom Customer Communications Platform vs. Oracle Fusion Service Report (Updated: February 2026).

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle Fusion Service

February 2026

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Helped 881,733 peers since 2012

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

Intercom Customer Communica...

Ranking in CRM Customer Engagement Centers

8th

Ranking in CRM

21st

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Social CRM (5th)

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

5th

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Marketing Management (7th)

Mindshare comparison

As of February 2026, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.9%, up from 0.2% compared to the previous year. The mindshare of Oracle Fusion Service is 1.0%, down from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	1.0%
Intercom Customer Communications Platform	0.9%
Other	98.1%

CRM

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

Read full review

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

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 feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"With Zendesk, we have much more signals that we could use to understand better our client patterns."

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

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

"The solution is easy to learn."

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

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

"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."

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

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

More Oracle Fusion Service pros

Cons

"The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything."

"It would be beneficial if there was a way to train the AI to better understand customer language."

"Sometimes, the solution lags and takes time to update something."

"The user experience has to be much better."

"Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly."

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

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

"The product's initial setup phase was very difficult."

"The solution’s reporting could be improved."

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

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

More Oracle Fusion Service cons

Pricing and Cost Advice

Information not available

"Oracle Fusion Service is more expensive than Workday."

"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."

"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 tool is reasonably priced."

"The product has average pricing."

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

12%

Financial Services Firm

11%

Wholesaler/Distributor

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything....

See all answers

What is your primary use case for Intercom Customer Communications Platform?

Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appe...

See all answers

What advice do you have for others considering Intercom Customer Communications Platform?

Since I was not part of the pricing discussion, I am not completely sure about the conditions that we had at the moment, so I could not tell you exactly. My overall review rating for Intercom Custo...

See all answers

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?

Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We ...

See all answers

What is your primary use case for Oracle Service Cloud?

The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance, and Fixed Assets.

See all answers

Comparisons

Nimble CRM vs Intercom Customer Communications Platform

Compared 15% of the time

Sprinklr vs Intercom Customer Communications Platform

Compared 14% of the time

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 14% of the time

Close CRM vs Intercom Customer Communications Platform

Compared 12% of the time

Zendesk vs Intercom Customer Communications Platform

Compared 10% of the time

More Intercom Customer Communications Platform Competitors

Siebel CRM vs Oracle Fusion Service

Compared 9% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 8% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 6% of the time

ServiceNow Customer Service Management vs Oracle Fusion Service

Compared 6% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 6% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Intercom Customer Communications Platform

January 2026

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

Oracle Fusion Service

January 2026

Download Oracle Fusion Service product report

Also Known As

Intercom

Oracle Service Cloud, Oracle RightNow

Overview

Intercom Customer Communications Platform is designed to enhance interactions between businesses and their customers, offering a suite of tools for communication management. It caters to businesses looking to streamline communication and improve customer experience.

Intercom facilitates seamless customer interactions, supporting businesses in delivering personalized communication at scale. Its capabilities range from live chat and email integration to automation features. Known for its usability, Intercom simplifies customer support and engagement, supporting teams in reducing response times and improving satisfaction rates.

What are the key features of Intercom Customer Communications Platform?

Live Chat: Real-time messaging to engage customers effectively on your website.
Email Integration: Seamlessly connects with email systems to ensure consistent communication.
Automation: Automates repetitive tasks, freeing up time for more complex customer interactions.
Customer Segmentation: Allows tailored messaging based on customer data, enhancing personalization.

Why invest in Intercom Customer Communications Platform?

Enhanced Customer Experience: Tools that provide personalized customer interactions, improving satisfaction.
Increased Efficiency: Automation and segmentation reduce manual workload and optimize resources.
Faster Response Times: Reduces the time taken to address customer queries, improving service quality.

Intercom is utilized across sectors such as e-commerce, where live chat features enhance the shopping experience. In SaaS, it integrates with various apps to streamline user support. Its automation aids customer service in tech industries, providing consistent support without additional workforce strain.

Intercom

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

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

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.

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle Fusion Service

February 2026

Free Report: Intercom Customer Communications Platform vs. Oracle Fusion Service

Find out what your peers are saying about Intercom Customer Communications Platform vs. Oracle Fusion Service and other solutions. Updated: February 2026.

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