Intercom Customer Communications Platform vs Oracle CRM comparison

Intercom and Oracle are both solutions in the CRM category. Intercom is ranked #29 with an average rating of 9.0, while Oracle is ranked #8 with an average rating of 7.6. Intercom holds a 0.3% mindshare in CRM, compared to Oracle’s 3.2% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 89% of Oracle users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

136 Views
63 Comparison Views

100% willing to recommend

Oracle CRM

Read 38 Oracle CRM reviews

1,413 Views
904 Comparison Views

89% willing to recommend

Intercom Customer Communica...

Oracle CRM

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Executive SummaryUpdated on Apr 20, 2025

Oracle CRM and Intercom Customer Communications Platform are competing products in the customer relationship management category. Based on the comparisons, Intercom has the upper hand due to its user-friendly design and real-time messaging features, while Oracle's strength lies in extensive data management.

Features: Oracle CRM offers comprehensive data management, deep analytics, and extensive reporting capabilities. Intercom focuses on live chat, seamless integration with other tools, and intuitive user interface supporting direct customer interaction.

Ease of Deployment and Customer Service: Oracle CRM requires more initial setup and technical expertise for customization, presenting a steeper learning curve. Intercom is known for straightforward deployment, easy integration, and responsive customer service, offering a more accessible experience.

Pricing and ROI: Oracle CRM often involves higher upfront costs with a longer time to achieve ROI, justifying its pricing for large enterprises. Intercom provides a flexible pricing structure leading to quicker ROI, offering better value for smaller to medium-sized businesses.

To learn more, read our detailed CRM Report (Updated: June 2025).

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CRM

June 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

Intercom Customer Communica...

Ranking in CRM

29th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (12th), Social CRM (6th)

Oracle CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Mindshare comparison

As of June 2025, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.3%, up from 0.2% compared to the previous year. The mindshare of Oracle CRM is 3.2%, down from 3.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

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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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Quotes from Members

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

Pros

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

"The most important feature is the ability to assign a plan using the manual close function."

"I find the reporting features impactful."

"The forecasting reporting section was the most useful."

"Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases."

"The solution is scalable."

"The most valuable features of the solution are that it is user-friendly and the fact that the database handling is much better, like any other Oracle solution."

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

"The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates."

More Oracle CRM pros

Cons

"Sometimes, the solution lags and takes time to update something."

"It would be beneficial if there was a way to train the AI to better understand customer language."

"The performance could be better."

"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round."

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

"The user interface and performance could be better."

"I'd like to see more feature enhancements."

"The configuration requires a lot of technical intervention."

"I would like to see the UI improved ."

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

More Oracle CRM cons

Pricing and Cost Advice

Information not available

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

"The costing for this solution is very high. It targets top tier companies. This solution can be split up into multiple modules to cater to the low tier customers."

"The tool's pricing involves a monthly subscription fee based on the number of users. I believe it's around $20 per user initially, and then an additional five dollars per user if more users are added."

"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."

"Every year, we have new users, and we get new licenses. It depends on various things such as the number of users and expansion of our business lines."

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

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"The solution is expensive."

More Oracle CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

14%

University

12%

Computer Software Company

12%

Government

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Intercom Customer Communications Platform?

The live chat is pretty good because you can create a macro, which is a predefined input we can give customers.

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What needs improvement with Intercom Customer Communications Platform?

Sometimes, the solution lags and takes time to update something. If I put a specific tag on an inbound lead, it would take around five minutes for that tag to reflect throughout the solution for al...

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What is your primary use case for Intercom Customer Communications Platform?

We use the solution to capture leads and interact with them. Our company manages all the customer interactions through the solution.

See all answers

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

Comparisons

No data available

Siebel CRM vs Oracle CRM

Compared 34% of the time

SAP CRM vs Oracle CRM

Compared 30% 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 4% of the time

More Oracle CRM Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

June 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

Oracle CRM

May 2025

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Also Known As

Intercom

Market2Lead

Overview

Intercom Customer Communications Platform enhances interactions by offering robust tools designed to streamline customer engagement and support, effectively catering to modern business communication needs.

Providing a comprehensive approach to customer interaction, Intercom facilitates seamless conversation management through its adaptable suite of messaging, logistical, and analytical features. Frequently utilized for customer support and marketing, its flexibility and user-friendly design encourage efficient communication. While offering valuable insights through analytics, some users note areas for improvement in customizability and pricing models, pointing towards a potential enhancement in fine-tuning its cost-effectiveness and adaptability to diverse business strategies.

What are the standout features of Intercom?

Live Chat: Immediate customer support through real-time messaging.
Automated Bot: Streamlines inquiries by handling routine questions.
Integration Capabilities: Connects seamlessly with third-party tools.
Inbox Management: Organizes conversations for efficient response.

What benefits and ROI should users look for?

Enhanced Customer Satisfaction: Faster resolutions lead to happier clients.
Improved Team Efficiency: Automation reduces manual workload.
Actionable Analytics: Data-driven insights optimize strategies.
Scalable Solutions: Adapts to growing business demands.

Industries such as e-commerce, SaaS, and tech-driven businesses often implement Intercom for its ability to provide personalized customer journeys. Its messaging platform excels in maintaining customer relationships and resolving issues quickly, which is crucial in these fast-paced sectors.

Intercom

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

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

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

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: June 2025.

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