Intercom Customer Communications Platform vs Oracle Fusion Service comparison

Intercom and Oracle are both solutions in the CRM category. Intercom is ranked #25 with an average rating of 9.5, while Oracle is ranked #10 with an average rating of 8.3. Intercom holds a 0.3% mindshare in CRM, compared to Oracle’s 1.4% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 91% of Oracle users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

281 Views
163 Comparison Views

100% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,279 Views
793 Comparison Views

91% willing to recommend

Intercom Customer Communica...

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Oracle Fusion Service and Intercom Customer Communications Platform are competing in the customer service solutions space. Based on features, Intercom might have the advantage due to its innovative communication tools, making it appealing to tech-savvy businesses.

Features: Oracle Fusion Service provides robust integration options, comprehensive analytics, and deep connectivity with other Oracle products. Intercom offers advanced communication features including live chat, bots, and personalized messaging.

Ease of Deployment and Customer Service: Oracle Fusion Service involves a complex deployment process but offers detailed features. Intercom is known for straightforward implementation and effective customer support, allowing for a smoother onboarding process.

Pricing and ROI: Oracle Fusion Service typically has higher initial setup costs due to its extensive feature set, while Intercom offers cost-effective plans with quicker ROI. Oracle focuses on long-term integration benefits, whereas Intercom provides faster results in customer engagement.

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

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle Fusion Service

July 2025

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Helped 861,524 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 Customer Engagement Centers

10th

Ranking in CRM

25th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Social CRM (6th)

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

4th

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Marketing Management (7th)

Mindshare comparison

As of July 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 Fusion Service is 1.4%, down from 1.5% 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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MahaboobPasha

Solutions Architect at Western Digital

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.

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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."

"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"Stable and scalable with good technical support."

"The product's most valuable feature is an efficient fusion of finance and HR modules."

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

"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."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

More Oracle Fusion Service 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."

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

"The product's initial setup phase was very difficult."

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"Lacks the ability to deploy custom code for customization."

More Oracle Fusion Service cons

Pricing and Cost Advice

Information not available

"The product has average pricing."

"Oracle Fusion Service is more expensive than Workday."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"The tool is reasonably priced."

"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

Educational Organization

31%

Financial Services Firm

Manufacturing Company

Computer Software Company

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...

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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 Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

Comparisons

No data available

Siebel CRM vs Oracle Fusion Service

Compared 23% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 17% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 11% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 10% of the time

Odoo vs Oracle Fusion Service

Compared 9% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

July 2025

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

Oracle Fusion Service

June 2025

Download Oracle Fusion Service product report

Also Known As

Intercom

Oracle Service Cloud, Oracle RightNow

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

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

Sample Customers

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

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.

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle Fusion Service

July 2025

Free Report: Intercom Customer Communications Platform vs. Oracle Fusion Service

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