Oracle CRM vs Zendesk comparison

Read 68 Zendesk reviews

6,933 Views
1,941 Comparison Views

91% willing to recommend

Oracle CRM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 19, 2024

Oracle CRM and Zendesk both compete in the customer relationship management arena. Oracle CRM seems to hold an advantage with its comprehensive real-time analytics and robust customization for industry-specific solutions.

Features: Oracle CRM offers an integrated framework including sales, service, marketing, loyalty, and commerce, which reduces integration costs. It excels with customizable solutions across various industries and seamless ERP integration. Zendesk specializes in help desk functionalities, featuring elegant ticket management, integration with business applications, and effective tracking and reporting capabilities.

Room for Improvement: Oracle CRM could improve usability and flexibility in integrating with modern tools, simplifying its setup process, and reducing costs for smaller businesses. It needs a more user-friendly interface and better third-party app integration. Zendesk could improve ticket management efficiency, interface customization, and reporting capabilities, along with enhanced integration for advanced user customization and communication.

Ease of Deployment and Customer Service: Oracle CRM offers diverse deployment options including on-premises and cloud environments, though setup can be complex. Its technical support is thorough but sometimes slow. Zendesk is primarily cloud-based, making deployment straightforward. Its technical support is generally appreciated for user-friendliness but sometimes perceived as costly.

Pricing and ROI: Oracle CRM is priced for large enterprises with significant licensing and customization expenses. Despite this, it provides scalability and ROI through operational efficiency. Zendesk's pricing model is also considered expensive but competitive due to its functionality and support features, offering good ROI with effective customer interactions and streamlined processes.

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

Download the complete report

Oracle CRM vs. Zendesk

March 2026

Helped 884,797 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:

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

6.0

Zendesk provides significant ROI with cost savings, productivity boosts, and improved efficiency through better ticket management and supportive sales team.

No quotes available

For more quotes and insights, download the Oracle CRM report

I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Time saved is definitely a benefit because it puts all of our tickets in one spot.

reviewer2795478

Technical Solutions Lead at a computer software company with 51-200 employees

I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Filipe Abreu

Junior system analyst at Wevt clous

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

6.2

Zendesk support is praised for responsiveness and availability but criticized for slow responses and lack of personal interaction.

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

Omair Bokhari

Head Of IT Operations at fatima group

For more quotes and insights, download the Oracle CRM report

There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

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

7.2

Zendesk is adaptable and scalable for diverse organizations, handling growth well but posing challenges in cost and customization.

No quotes available

For more quotes and insights, download the Oracle CRM report

We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk can scale from very small companies to very large ones.

CEO at Etcetera Networks

Zendesk's scalability is excellent.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

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

7.8

Zendesk is reliable and stable, with minor issues and rare outages, communicated promptly via Twitter, ideal for small businesses.

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.

For more quotes and insights, download the Oracle CRM report

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

They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The stability has been quite reliable.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Room For Improvement

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

Zendesk users seek enhancements like efficient ticket merging, advanced reporting, better integrations, improved usability, and AI features.

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.

For more quotes and insights, download the Oracle CRM report

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

The AI feature needs improvement.

Erick Kathurima

Technology Consultant at Clarinox Technologies Kenya

Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.

Filipe Abreu

Junior system analyst at Wevt clous

Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.

Dimitri Cooper

Project Manager III at City of Union City Government

Setup Cost

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

Zendesk's pricing is high but flexible, justified by its value in saving time and enhancing customer experience.

No quotes available

For more quotes and insights, download the Oracle CRM report

It is not the cheapest solution nor the most expensive, but it provides value for money.

CEO at Etcetera Networks

The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Valuable Features

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

Zendesk enhances productivity with customizable ticket management, CRM integrations, automation, and multi-channel support for improved customer satisfaction.

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.

For more quotes and insights, download the Oracle CRM report

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

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

CEO at Etcetera Networks

Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Filipe Abreu

Junior system analyst at Wevt clous

Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

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)

Zendesk

Ranking in CRM

9th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Help Desk Software (4th), IT Service Management (ITSM) (5th), Reporting (10th), Knowledge Management Software (3rd), AI Customer Support (20th), AI IT Support (5th)

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 Zendesk is 1.4%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Oracle CRM	1.1%
Zendesk	1.4%
Other	97.5%

CRM

Featured Reviews

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

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

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.

Read full review

Macros and automation have streamlined workflows and reduced manual effort across support teams

Consultant and Startup Founder at AimHi Enterprises

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Read full review

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

884,797 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

University

12%

Financial Services Firm

11%

Educational Organization

Manufacturing Company

Performing Arts

Outsourcing Company

Computer Software Company

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	36
Midsize Enterprise	21
Large Enterprise	11

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...

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.

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...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

Salesforce Sales Cloud vs Oracle CRM

Comparisons

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

Teneo vs Oracle CRM

Compared 6% of the time

More Oracle CRM Competitors

ServiceNow vs Zendesk

Compared 13% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

Freshservice vs Zendesk

Compared 6% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Download Oracle CRM product report

Oracle CRM

March 2026

Download Zendesk product report

February 2026

Also Known As

Market2Lead

Zendesk Support, Zendesk Guide, Zendesk Sell

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber