Oracle CRM vs Oracle Fusion Service comparison

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #7 with an average rating of 8.0, while Oracle Fusion Service is ranked #13 with an average rating of 8.3. Oracle CRM holds a 1.1% mindshare in CRM, compared to Oracle Fusion Service’s 1.0% mindshare. Additionally, 90% of Oracle CRM users are willing to recommend the solution, compared to 91% of Oracle Fusion Service users who would recommend it.

Oracle CRM

Read 42 Oracle CRM reviews

2,530 Views
2,024 Comparison Views

90% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

2,173 Views
1,565 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

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Executive SummaryUpdated on Feb 8, 2026

Oracle CRM and Oracle Fusion Service compete in the CRM and customer service solutions sector. Oracle Fusion Service seems to hold the upper hand due to its comprehensive features and superior integration capabilities, even though Oracle CRM is generally more appealing due to its pricing structure.

Features:Oracle CRM's features include versatile integration, real-time analytics, and a 360-degree view of customer data, providing smooth integration with systems like SAP. Oracle Fusion Service offers strong workflow automation, comprehensive omnichannel support, and seamless user experience with robust integration capabilities.

Room for Improvement:Oracle CRM could enhance performance speed, modernize its design, and simplify customization without needing technical intervention. Fusion Service's user interface requires improvement, better customization options, and enhancements in mobile apps alongside more competitive licensing approaches.

Ease of Deployment and Customer Service:Oracle CRM offers flexible deployment models, including on-premises and hybrid cloud setups, though its cloud capabilities are limited. Oracle Fusion Service excels in cloud-oriented deployment, ensuring scalability and efficient deployment. Both solutions offer comparable customer service, though response times can differ.

Pricing and ROI:Oracle CRM presents high costs but manageable licensing suitable for large enterprises, with users reporting substantial ROI through efficiency gains. Oracle Fusion Service has a variable pricing model that is cost-effective relative to its features, recommending a strategic investment approach.

To learn more, read our detailed Oracle CRM vs. Oracle Fusion Service Report (Updated: March 2026).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

March 2026

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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:

ROI

Sentiment score

4.1

Users experience varied benefits, with some noting significant cost savings and efficiency, while others face user experience limitations.

Sentiment score

6.9

Oracle Fusion Service boosts ROI by 30% through tailored payments, efficiency, loyalty, and streamlined operations, despite some unquantified returns.

No quotes available

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Within CRM, I have worked on B2C service and sales extensively.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Customer Service

Sentiment score

6.3

Oracle CRM's 24/7 global support is effective but inconsistent, with varying user experiences in response times and assistance.

Sentiment score

5.6

Oracle Fusion Service offers good support, hindered by inconsistency, but escalations often enhance service quality and response time.

I would rate the technical support of Oracle an eight, as ten is the best.

Omair Bokhari

Head Of IT Operations at fatima group

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Sometimes the technical support is knowledgeable and helpful.

Dhivakar I

Consultant at Deloitte

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.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Scalability Issues

Sentiment score

7.1

Oracle CRM is praised for scalability and flexibility, but requires careful configuration, especially for on-premises setups.

Sentiment score

8.3

Oracle Fusion Service efficiently scales from small teams to large enterprises, supporting diverse operational needs across locations.

No quotes available

For more quotes and insights, download the Oracle CRM report

Initially, we had ten ERPs, and I have added more since.

MahaboobPasha

Solutions Architect at Western Digital

Regarding scalability, the solution provides useful configurations that clients can utilize effectively.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Stability Issues

Sentiment score

7.4

Oracle CRM is reliable and handles complex tasks well, with most users rating it between seven and ten.

Sentiment score

8.0

Oracle Fusion Service is highly stable, achieving 90% uptime with minor outages, rated 8-9/10 by organizations.

We haven't really had any technical challenges with Oracle CRM.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

Regarding the stability of Oracle CRM, nobody is facing any major issues in terms of infrastructure problems whether it is Oracle CRM, Salesforce, or SAP CRM; they are all the same, especially with cloud-based SaaS.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

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If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Room For Improvement

Oracle CRM is criticized for its outdated interface, costly customization, slow performance, poor integration, and complex deployment.

Oracle Fusion Service needs enhancements in B2B customization, UI/UX, technical support, and improving mobile application functionality and attractiveness.

It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

When a client asks for any support, they're often in real trouble and need a prompt response.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

The AI feature needs improvement.

Erick Kathurima

Technology Consultant at Clarinox Technologies Kenya

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When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.

MahaboobPasha

Solutions Architect at Western Digital

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

It is currently restricted to Groovy scripting.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Setup Cost

Oracle CRM is pricey but offers scalable, flexible models suitable for enterprises requiring extensive database and scalability features.

Oracle Fusion Service is costly with variable pricing, depending on users, data, integrations, and geographical location.

No quotes available

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Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.

GeorgeShokry

Oracle HCM Manager at PwC

I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Valuable Features

Oracle CRM offers customizable, scalable solutions with seamless integration and analytics, enhancing sales, marketing, and service operations efficiently.

Oracle Fusion Service enhances customer engagement with omni-channel communication, AI tools, and scalable cloud-based architecture for seamless integration.

The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Currently it's meeting all our needs, hence the migration about six months ago that we moved from on-premise to OCI, to the cloud-based platform to add additional capacity and analytics.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.

Erick Kathurima

Technology Consultant at Clarinox Technologies Kenya

For more quotes and insights, download the Oracle CRM report

The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.

MahaboobPasha

Solutions Architect at Western Digital

Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.

Dhivakar I

Consultant at Deloitte

For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.

GeorgeShokry

Oracle HCM Manager at PwC

For more quotes and insights, download the Oracle Fusion Service report

Categories and Ranking

Oracle CRM

Ranking in CRM

7th

Average Rating

7.8

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Oracle Fusion Service

Ranking in CRM

13th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), Marketing Management (7th)

Mindshare comparison

As of March 2026, in the CRM category, the mindshare of Oracle CRM is 1.1%, down from 3.2% compared to the previous year. The mindshare of Oracle Fusion Service is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Oracle CRM	1.1%
Oracle Fusion Service	1.0%
Other	97.9%

CRM

Featured Reviews

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Has improved process coverage and integration while offering strong analytics and user experience

The analytics and reporting functionalities of Oracle CRM are good. I would rate them eight to nine out of ten, but it slightly falls behind Salesforce, which is much more advanced in terms of meeting the process and analytics part. The integration of Oracle CRM with other Oracle applications is seamless; that's not a problem at all. The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform. The multichannel service support has an impact on my customer service operations.

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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.

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Top Industries

By visitors reading reviews

University

12%

Financial Services Firm

11%

Educational Organization

Manufacturing Company

11%

Financial Services Firm

10%

Healthcare Company

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	23

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

Questions from the Community

What do you like most about Oracle CRM?

The most valuable feature is the ability to automatically enrich deals by connecting to APIs. This allows me to gather additional information about companies, number of employees, and data from the...

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What is your experience regarding pricing and costs for Oracle CRM?

The price of Oracle CRM in Vietnam is high, which is a concern. Clients must buy the license once, and if there are updates in the year, they need to buy the new version.

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What needs improvement with Oracle CRM?

I wouldn't say that the deployment was the time-consuming aspect that is the room for improvement; our organizational processes were so complex that they needed to be mapped properly to the solutio...

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What do you like most about Oracle Service Cloud?

The solution is easy to learn.

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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 ...

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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

Salesforce Sales Cloud vs Oracle CRM

Compared 11% of the time

Siebel CRM vs Oracle CRM

Compared 11% of the time

SAP CRM vs Oracle CRM

Compared 10% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 9% of the time

Kahuna vs Oracle CRM

Compared 3% of the time

More Oracle CRM Competitors

Oracle CX Sales vs Oracle Fusion Service

Compared 8% of the time

Siebel CRM vs Oracle Fusion Service

Compared 7% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 7% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 6% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 5% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

March 2026

Download Oracle CRM product report

Buyer's Guide

Oracle Fusion Service

March 2026

Download Oracle Fusion Service product report

Also Known As

Market2Lead

Oracle Service Cloud, Oracle RightNow

Overview

On demand CRM with contextual intelligence, adaptive business planning, and analytics. Supports cloud integration with Outlook and mobile devices, as well as sales and marketing applications. Multi-tenancy or single-tenancy options available.

Oracle

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

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

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

Oracle CRM vs. Oracle Fusion Service

March 2026

Free Report: Oracle CRM vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: March 2026.

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