Intercom Customer Communications Platform vs Oracle CRM comparison

Intercom and Oracle are both solutions in the CRM category. Intercom is ranked #26 with an average rating of 9.5, while Oracle is ranked #8 with an average rating of 7.5. Intercom holds a 0.3% mindshare in CRM, compared to Oracle’s 3.1% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 90% of Oracle users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

306 Views
187 Comparison Views

100% willing to recommend

Oracle CRM

Read 40 Oracle CRM reviews

1,588 Views
1,382 Comparison Views

90% willing to recommend

Intercom Customer Communica...

Oracle CRM

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Executive SummaryUpdated on Jul 27, 2025

Oracle CRM and Intercom Customer Communications Platform serve different purposes in customer relationship management but both aim to streamline communication and interactions. Oracle CRM holds a comprehensive CRM functionalities advantage while Intercom is a valuable investment for its advanced communication features, particularly in robust engagement capabilities.

Features: Oracle CRM offers extensive integration capabilities, advanced data analytics, and is ideal for large enterprises that require detailed insights. Intercom stands out with real-time messaging, automated chatbots, and intuitive communication tools, making it well-suited for businesses focused on direct customer interactions.

Ease of Deployment and Customer Service: Intercom provides swift deployment and a user-friendly onboarding process, beneficial for rapid implementation; it also delivers efficient service through multiple channels. Oracle CRM may require more time and expertise during deployment due to its broader scope, but it provides comprehensive support once fully implemented.

Pricing and ROI: Oracle CRM often involves a higher upfront cost, offering significant long-term ROI for businesses with extensive CRM needs. Intercom offers a flexible pricing model appealing to startups and medium-sized businesses with its lower initial investment and rapid returns in communication, though costs might escalate as business needs evolve.

To learn more, read our detailed Intercom Customer Communications Platform vs. Oracle CRM Report (Updated: July 2025).

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle CRM

July 2025

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Helped 865,384 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:

Categories and Ranking

Intercom Customer Communica...

Ranking in CRM

26th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (9th), Social CRM (6th)

Oracle CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Mindshare comparison

As of August 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 3.1%, down from 3.4% 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 valuable feature of Oracle CRM is the organization it provides."

"It has a wide variety of use cases."

"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."

"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 previous year. Having this information helps me understand the size of the company better and tailor my proposals accordingly."

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

"It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."

"The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud."

"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

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

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

"Getting technical support from Oracle involved going through commercial layers, which could sometimes cause delays. The attention received depended on the client's status and spending with Oracle. Clients with significant spending received global attention and a corporate account manager, while those with lower spending had to work with a local account manager, which wasn't always beneficial. This process could lead to delays in getting technical issues resolved. I am not satisfied with its support."

"Customization is an area in the solution that takes too much time. So, it needs to be improved."

"It's not perfect with technical support from Oracle CRM, which is why we have managed services because it's far easier to get our issues addressed than going through tech support."

"The licensing is expensive."

"The product is complicated to use for new users."

"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."

"The initial setup is complex, it could be improved to be more simplified."

"An improvement would be to lower the price of the license."

More Oracle CRM cons

Pricing and Cost Advice

Information not available

"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."

"Shifting from traditional licensing and monthly maintenance fees to a subscription-based, pay-as-you-use model offers several advantages. This approach only charges me for my transactions, aligning costs with business performance. As my company grows, the software provider's revenue grows proportionally to the increased usage. The cost and suitability of Oracle CRM depend on factors like location, industry, and compliance needs. It may be more common for US companies to use Oracle CRM and European ones to use SAP."

"We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle."

"There is a license required to use this solution. The price is reasonable for a CRM."

"Compared to alternative solutions Oracle CRM is expensive."

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

"The product’s pricing is very high."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

More Oracle CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

University

12%

Financial Services Firm

10%

Computer Software Company

Educational Organization

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.

See all answers

What needs improvement with Intercom Customer Communications Platform?

For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...

See all answers

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

When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...

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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?

From an Oracle CRM perspective, the pricing and cost is a challenging, but we do have lengthy and extensive discussions with Oracle to try and meet our needs. So far, it's proving to be beneficial;...

See all answers

Comparisons

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 100% of the time

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Compared 32% of the time

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Compared 30% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 15% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 12% of the time

Oracle Eloqua vs Oracle CRM

Compared 7% of the time

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Product Reports

Buyer's Guide

CRM Customer Engagement Centers

August 2025

Intercom Customer Communications Platform report

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Buyer's Guide

Oracle CRM

August 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

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle CRM

July 2025

Free Report: Intercom Customer Communications Platform vs. Oracle CRM

Find out what your peers are saying about Intercom Customer Communications Platform vs. Oracle CRM and other solutions. Updated: July 2025.

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