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Oracle Fusion Service vs SugarCRM Platform comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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 Fusion Service
Ranking in CRM Customer Engagement Centers
5th
Ranking in CRM
10th
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
35
Ranking in other categories
Marketing Management (6th)
SugarCRM Platform
Ranking in CRM Customer Engagement Centers
8th
Ranking in CRM
25th
Average Rating
7.0
Reviews Sentiment
6.4
Number of Reviews
12
Ranking in other categories
Marketing Automation (10th), Sales Force Automation (4th)
 

Mindshare comparison

As of June 2026, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 6.7%, down from 7.7% compared to the previous year. The mindshare of SugarCRM Platform is 4.4%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers Mindshare Distribution
ProductMindshare (%)
Oracle Fusion Service6.7%
SugarCRM Platform4.4%
Other88.9%
CRM Customer Engagement Centers
 

Featured Reviews

Dhivakar I - PeerSpot reviewer
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.
reviewer1345677 - PeerSpot reviewer
Senior Manager / IT Planning & Architecture Services at a comms service provider with 10,001+ employees
Easily customizable, automation enhances the marketing campaigns but support is the main hiccup for us
It has been effective in managing customer relationships. It has sales email campaigns, plus integration with Active Directory. And there are centralized reports for the CEO and the general managers. We work with automation for these marketing and email campaigns. It sends out emails to prospective customers related to sales offers automatically. And it copies the sales team so that they can follow up. They are tracking the sales leads. So, the automation within SugarCRM enhances the marketing campaigns. For now, my work is done because I am the IT strategy and planning manager. I just try to deliver the solution according to the requirements of the business. From my side, it's implemented already, the requirement related to the sales funnel. But if they have any other requirement from the business side, they will submit it to me, and then I will look for a suitable solution.

Quotes from Members

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

Pros

"Customer service is very good."
"This is an excellent product; the development team at Oracle is constantly creating new better versions, and this product is an excellent application for customer service - dynamic knowledge management, ticket management, robust analytics and can be administered by a business analyst!!"
"Oracle RightNow is the only solution in the market that offers a true omni-channel experience and a native joined-up approach between service, sales, marketing."
"Managing the sales staff with optional and obligatory tasks works well."
"There is also a focus on maintaining efficiency, and it is a significant time saver."
"Love the power of reporting and dashboards."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle Fusion Service offers good efficiency."
"The performance and stability are fine."
"Affordable and commercial open source solution is good for organizations with budget constraints."
"My advice to others is this is a good solution for importing or exporting any graphics."
"Good, basic out-of-the-box solution, however, in my estimation not a long term play as the design flow and user interface make it a true chore to enter data."
"It has sales email campaigns, plus integration with Active Directory."
"It works well with Jira. You can customize it to fit your needs."
"This solution's stability is very good, it runs almost without effort, and we don't have any support issues with it."
"The most valuable aspect of this solution is its low cost, and it works well."
 

Cons

"Social: The forums and cloud monitor are a bit clunky and frequently run into issues."
"The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The product's initial setup phase was very difficult."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"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."
"Oracle has to work on the interface for this solution. The user experience has to be much better."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"Putting so many things into SugarCRM became a much-hated task, mainly because of the horrible UI."
"Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution."
"I would appreciate it if SugarCRM could support us in on-premise implementation."
"Pipelines, forecasts, and reporting in general, are not that good in the free version."
"While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use."
"Functionality and features are well suited for small business companies only."
"In the next release, I would like to see personalization of information about customers or specific businesses or opportunities."
"I would like to see more integration on a mobile platform in the next release."
 

Pricing and Cost Advice

"Oracle Fusion Service is a cheap and flexible solution."
"This is definitely an expensive product compared to others on the market."
"There are no extra licenses, everything is included in the subscription, and the price is fixed."
"The product has average pricing."
"The tool is reasonably priced."
"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."
"Licensing fees are paid on a yearly basis."
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Top Industries

By visitors reading reviews
Construction Company
17%
Financial Services Firm
11%
Healthcare Company
8%
Comms Service Provider
8%
Financial Services Firm
19%
Construction Company
15%
Engineering Company
9%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise6
Large Enterprise22
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise2
Large Enterprise3
 

Questions from the Community

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 ...
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.
What is your experience regarding pricing and costs for Oracle Service Cloud?
Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive, whereas for the Gulf, it's almost no cost because they can pay. So I can't definitively say it's high...
What is your experience regarding pricing and costs for Sugar Enterprise?
All are almost the same pricing. Maybe the cheapest is Salesforce, I believe.
What needs improvement with Sugar Enterprise?
The only challenge was that we implemented it in our on-premise data center instead of using it in the cloud. That was a little bit of a challenge. But it was overcome with the help of SugarCRM com...
What advice do you have for others considering Sugar Enterprise?
To start with, SugarCRM is a very good platform. It's easy to implement and easily customizable. Might be later when you want to scale, then I would recommend Salesforce. Overall, I would rate it a...
 

Also Known As

Oracle Service Cloud, Oracle RightNow
No data available
 

Overview

 

Sample Customers

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.
Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
Find out what your peers are saying about Oracle Fusion Service vs. SugarCRM Platform and other solutions. Updated: June 2026.
900,747 professionals have used our research since 2012.