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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
70th
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
10th
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
33
Ranking in other categories
CRM Customer Engagement Centers (3rd), Marketing Management (7th)
 

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Interactive Intelligence is 0.2%, up from 0.2% 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

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.
MahaboobPasha - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Interactive Intelligence is quite user friendly."
"The social media integration is excellent."
"There is also a focus on maintaining efficiency, and it is a significant time saver."
"Oracle Fusion's scalability and flexibility are its most valuable features."
"The solution changes the way clients work to make it easier and faster."
"Everything is managed by Oracle, so they have security in place."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"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."
"There is a focus on maintaining efficiency, and it is a significant time saver."
"The solution is easy to learn."
 

Cons

"The initial setup can be a bit difficult."
"The problem with this current system is that the support is not great."
"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."
"The user experience has to be much better."
"The solution’s reporting could be improved."
"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."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"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."
"The product's initial setup phase was very difficult."
 

Pricing and Cost Advice

Information not available
"This is definitely an expensive product compared to others on the market."
"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
"The product has average pricing."
"The tool is reasonably priced."
"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."
"Oracle Fusion Service is a cheap and flexible solution."
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Top Industries

By visitors reading reviews
No data available
Educational Organization
72%
Computer Software Company
4%
Financial Services Firm
3%
Manufacturing Company
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
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: April 2025.
850,028 professionals have used our research since 2012.