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 7.6, 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

1,427 Views
1,087 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

956 Views
447 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Oracle CRM and Oracle Fusion Service are key players in the CRM software category. Oracle Fusion Service holds an advantage in cloud deployment and flexibility, making it a strong choice for businesses looking to leverage cloud-based solutions.

Features: Oracle CRM provides real-time data insights and predictive analytics for industries like banking, finance, and retail. It offers extensive customization and supports various CRM activities, including service, marketing, and sales. Oracle Fusion Service, a cloud-based solution, focuses on accessibility and scalability with integrated finance and HR functionalities for a seamless user experience.

Room for Improvement: Oracle CRM needs better data visualization, a more intuitive user interface, and quicker technical support response. Oracle Fusion Service can improve with enhanced documentation and refining newer modules for user-friendliness. It also contends with costly pricing in certain regions.

Ease of Deployment and Customer Service: Oracle CRM supports on-premises and hybrid deployment, fitting businesses that require technical expertise. In contrast, Oracle Fusion Service specializes in public cloud deployment, offering better adaptability and faster deployment. Its cloud-based support generally receives favorable ratings compared to Oracle CRM's more varied response times.

Pricing and ROI: Oracle CRM is known for its high licensing costs, potentially offering a solid ROI yet posing a significant investment challenge. Oracle Fusion Service's subscription model, though expensive, provides a more structured and sustainable cost aligned with usage, appealing to businesses seeking predictable financial planning.

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

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

April 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 (4th), Marketing Management (7th)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Oracle CRM is 3.3%, down from 3.9% 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

"It has a wide variety of use cases."

"Oracle CRM is a stable solution."

"The most valuable feature of Oracle CRM is the organization it provides."

"During the demos, Oracle CRM's natural language search feature stood out to me. It departs from the traditional menu-based options, making searches more intuitive. Another significant feature is their Common Data Platform. Including an accounting package as part of the full platform was also appealing."

"Oracle CRM integrates seamlessly because it's an end-to-end solution."

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

"It is one of the most proficient CRM tools out there. It is comprehensive and scalable. It covers most of the CRM activities, business lines, and business requirements."

"We are most comfortable with the user interface that Oracle CRM has, it is very good."

More Oracle CRM pros

"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."

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

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

"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."

"Stable and scalable with good technical support."

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

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

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

More Oracle Fusion Service pros

Cons

"Improvements could be made in automating certain tasks, such as automatically notifying me via email when a customer has signed off on a proposal. Some of these features require payment, but including them in the basic package for smaller companies would be beneficial."

"Oracle CRM should have more integration with different platforms."

"The cost can be a bit more expensive compared to other options."

"The user interface could be better. It's currently running on an older Java UI format, which could be upgraded to Fiori."

"The user interface and performance could be better."

"I would like to remove all manual work and get the benefits of the function that Oracle provides without any manual interference or paperwork."

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

"The interface could be more user friendly. It is currently not intuitive, and it can be better. The onboarding process for the end users of this solution could be easier, and there should be a few more things for user knowledge and training. It takes a lot of technical knowledge to get used to it."

More Oracle CRM cons

"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 solution’s reporting could be improved."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

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

"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."

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

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

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

More Oracle Fusion Service cons

Pricing and Cost Advice

"We have annual licenses to use this solution that are quite expensive. For example, we have approximately four types of licenses and we have one annual contract for the number of licenses we use for Oracle CRM and the loyalty system."

"The cost of a license with support is slightly higher than a regular license."

"In my region, the tool is expensive. There are no additional costs in addition to the standard licensing fees of the tool."

"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 licensing is on a yearly basis."

"It is not cheap. It is more suitable for big companies."

"The pricing for licensing is pretty expensive. If you need one particular feature it becomes expensive to have to continue paying for it."

"The product's pricing is manageable and flexible."

More Oracle CRM pricing and cost advice

"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."

"The product has average pricing."

"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."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

University

12%

Computer Software Company

12%

Government

11%

Educational Organization

69%

Financial Services Firm

Computer Software Company

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...

See all answers

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.

See all answers

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

SAP CRM vs Oracle CRM

Compared 32% of the time

Siebel 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 22% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 17% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 12% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 11% of the time

Pega CRM vs Oracle Fusion Service

Compared 9% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

May 2025

Download Oracle CRM product report

Buyer's Guide

Oracle Fusion Service

May 2025

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

April 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: April 2025.

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