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Interactive Intelligence vs Oracle Fusion Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

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

Interactive Intelligence
Ranking in CRM
50th
Average Rating
9.0
Reviews Sentiment
6.3
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Oracle Fusion Service
Ranking in CRM
12th
Average Rating
8.6
Reviews Sentiment
6.9
Number of Reviews
34
Ranking in other categories
CRM Customer Engagement Centers (4th), Marketing Management (7th)
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Interactive Intelligence is 0.6%, up from 0.2% compared to the previous year. The mindshare of Oracle Fusion Service is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Oracle Fusion Service0.8%
Interactive Intelligence0.6%
Other98.6%
CRM
 

Featured Reviews

Luis Teran - PeerSpot reviewer
Reliable with very good social media integration and easy to use
The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with. The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.
Dhivakar I - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"The social media integration is excellent."
"Interactive Intelligence is quite user friendly."
"Oracle Fusion Service offers good efficiency."
"The solution is completely cloud-based and very easy to access from anywhere."
"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The most valuable feature of the solution is that customers can easily understand it."
"There is also a focus on maintaining efficiency, and it is a significant time saver."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."
 

Cons

"The initial setup can be a bit difficult."
"The problem with this current system is that the support is not great."
"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."
"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."
"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."
"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."
"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."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
 

Pricing and Cost Advice

Information not available
"Oracle Fusion Service is more expensive than Workday."
"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."
"The tool is reasonably priced."
"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
"The product has average pricing."
"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
No data available
Manufacturing Company
12%
Financial Services Firm
9%
Healthcare Company
8%
University
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise6
Large Enterprise21
 

Questions from the Community

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What needs improvement with Oracle Service Cloud?
I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.
 

Also Known As

No data available
Oracle Service Cloud, Oracle RightNow
 

Overview

 

Sample Customers

ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira
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.
Find out what your peers are saying about Interactive Intelligence vs. Oracle Fusion Service and other solutions. Updated: September 2025.
869,760 professionals have used our research since 2012.