Intercom Customer Communications Platform vs Oracle CRM comparison

Intercom Customer Communications Platform vs. Oracle CRM

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Helped 869,566 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

22nd

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 October 2025, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.6%, up from 0.2% compared to the previous year. The mindshare of Oracle CRM is 1.4%, down from 3.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle CRM	1.4%
Intercom Customer Communications Platform	0.6%
Other	98.0%

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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Erick Kathurima

CIO at Clarinox Technologies

Seamless integration supports comprehensive customer management

I use Oracle CRM for sales purposes The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud. This includes reporting and advanced analytics capabilities. The AI feature needs improvement. The technical support also has…

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

"The forecasting reporting section was the most useful."

"The biggest advantage of Oracle CRM for me is the process coverage, ease of use, the UI, and obviously a good amount of analytics; these are the few strengths and seamless integration with any platform."

"Oracle CRM integrates seamlessly because it's an end-to-end solution."

"Oracle CRM's best feature is its ability to customize as per specific organization's requirements."

"Oracle CRM helped us better understand the customer journey."

"It is one of the most proficient CRM tools out there. It is comprehensive and scalable. It covers most of the CRM activities, business lines, and business requirements."

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

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

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."

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

"Our infrastructure is set up for an on-premises deployment of this solution and I am concerned that the online deployment that we are moving to will not perform as well as our current on-premises storage systems. It could cause some problems, such as latency delays."

"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."

"In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic."

"The product's UI lags, and with all the new technologies, it is not quick enough to adopt them."

"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."

"I would like to remove all manual work and get the benefits of the function that Oracle provides without any manual interference or paperwork."

"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."

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 licensing is on a yearly basis."

"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."

"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 solution is expensive."

"Compared to alternative solutions Oracle CRM is expensive."

"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."

"The product's pricing is manageable and flexible."

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%

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	22

Questions from the Community

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...

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...

What advice do you have for others considering Intercom Customer Communications Platform?

I would recommend the Intercom Customer Communications Platform to other users as it enables superior customer service delivery. Having tried other platforms, this has proven to be the most effecti...

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...

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.

What needs improvement with Oracle CRM?

Oracle CRM's technical support is not that great sometimes. It could be improved with better quality for response time and empathy with the client's operations. When a client asks for any support, ...

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Product Reports

CRM Customer Engagement Centers

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Intercom Customer Communications Platform report

Oracle CRM

Download Oracle CRM product report

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

Intercom Customer Communications Platform vs. Oracle CRM