Oracle CRM vs Oracle Fusion Service comparison

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #9 with an average rating of 7.4, while Oracle Fusion Service is ranked #10 with an average rating of 8.3. Oracle CRM holds a 3.3% mindshare in CRM, compared to Oracle Fusion Service’s 1.3% mindshare. Additionally, 89% 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 38 Oracle CRM reviews

1,447 Views
1,118 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,094 Views
459 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 12, 2025

Oracle CRM and Oracle Fusion Service are key players in the CRM market, each with distinct strengths. Oracle Fusion Service has the edge due to its cloud-based accessibility, advanced AI features, and simpler deployment.

Features: Oracle CRM offers comprehensive customization, robust integration tools, and a multitude of horizontal features suited for complex deployments across industries. Key features include an intuitive user interface, expansive real-time capabilities, and a versatile suite addressing sales, marketing, and customer service needs. Oracle Fusion Service excels with its cloud-based infrastructure integrating finance and HR, embedding AI functionalities, and offering seamless scalability. Its intuitive design enhances productivity through features like chat, knowledge management, and comprehensive service options.

Room for Improvement: Oracle CRM could benefit from a more modern interface, simplifying its customization processes, and improving integration with non-Oracle systems. Challenges in flexibility and enhanced AI functionalities are also noted. Meanwhile, Oracle Fusion Service needs better documentation, stabilization of its newer modules, and improved UI/UX. Social listening features and refinement of user interactions are demanded by its users.

Ease of Deployment and Customer Service: Oracle CRM offers a diverse deployment spectrum, including private, public, hybrid, and on-premises solutions, but setup can be complex and overwhelming. Its technical support is satisfactory with varying response times. Oracle Fusion Service is praised for its straightforward public cloud deployment and smoother integration, although it shares similar initial support engagement delays. Despite challenges, its cloud accessibility provides a more streamlined experience.

Pricing and ROI: Oracle CRM is a premium solution with substantial licensing costs, offering positive ROI through efficiency improvements. Oracle Fusion Service has a flexible SaaS pricing model, aligning with business usage for scalability. Its positive ROI is achieved through process efficiencies and savings. Both solutions are priced high, but Fusion Service's usage-based pricing presents an attractive option for varied business sizes.

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

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

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 CRM

Ranking in CRM

9th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Marketing Management (7th)

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Oracle CRM is 3.3%, down from 4.1% compared to the previous year. The mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

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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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Quotes from Members

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

Pros

"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."

"It helps our company interact with our customers, track leads and opportunities, determine how many opportunities are transferred into actual sales, and other such areas."

"The most important feature is the ability to assign a plan using the manual close function."

"The most valuable features of the solution I like are its stability and customization."

"I find the reporting features impactful."

"Oracle CRM accommodates client needs, potentially reducing licensing costs with a pay-as-you-go approach. It also allows for the standardization of processes and reporting, which is important for our organization. Additionally, integration through APIs improves connectivity."

"It has a wide variety of use cases."

"Oracle CRM helped us better understand the customer journey."

More Oracle CRM 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."

"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."

"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."

"The product's most valuable feature is an efficient fusion of finance and HR modules."

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

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

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

More Oracle Fusion Service pros

Cons

"Customization is an area in the solution that takes too much time. So, it needs to be improved."

"We noticed that sometimes it can be slow, and then we have to refresh the whole system."

"The licensing is expensive."

"I'd like to see more feature enhancements."

"Oracle CRM should improve in terms of AI capabilities and user interface design."

"The product is not intuitive."

"The user interface and performance could be better."

"A specialized team is required for managing Oracle, which is extra overhead for the customer."

More Oracle CRM cons

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

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

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

"The product's option to upload payroll data doesn't work seamlessly."

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

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

"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."

More Oracle Fusion Service cons

Pricing and Cost Advice

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

"There are licenses needed to use this solution and they are managed by our product team."

"Compared to alternative solutions Oracle CRM is expensive."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"The product’s pricing is very high."

"Shifting from traditional licensing and monthly maintenance fees to a subscription-based, pay-as-you-use model offers several advantages. This approach only charges me for my transactions, aligning costs with business performance. As my company grows, the software provider's revenue grows proportionally to the increased usage. The cost and suitability of Oracle CRM depend on factors like location, industry, and compliance needs. It may be more common for US companies to use Oracle CRM and European ones to use SAP."

"The tool's pricing involves a monthly subscription fee based on the number of users. I believe it's around $20 per user initially, and then an additional five dollars per user if more users are added."

"The costing for this solution is very high. It targets top tier companies. This solution can be split up into multiple modules to cater to the low tier customers."

More Oracle CRM pricing and cost advice

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

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

"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."

"The tool is reasonably priced."

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

"The product has average pricing."

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

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

13%

University

12%

Government

11%

Educational Organization

77%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

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?

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

Comparisons

Siebel CRM vs Oracle CRM

Compared 35% of the time

SAP CRM vs Oracle CRM

Compared 32% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 5% of the time

More Oracle CRM Competitors

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

Product Reports

Buyer's Guide

Oracle CRM

March 2025

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Buyer's Guide

Oracle Fusion Service

March 2025

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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 2025

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 2025.

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