Intercom Customer Communications Platform vs Oracle Fusion Service comparison

Intercom Customer Communications Platform vs. Oracle Fusion Service

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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 Customer Engagement Centers

9th

Ranking in CRM

27th

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

11th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Marketing Management (6th)

Mindshare comparison

As of September 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 Fusion Service is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	0.8%
Intercom Customer Communications Platform	0.6%
Other	98.6%

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 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."

"Everything is managed by Oracle, so they have security in place."

"The most valuable feature of the solution is that customers can easily understand it."

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

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

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

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"Oracle Service Cloud could improve the integration for older platforms."

"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."

More Oracle Fusion Service 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."

"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."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

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

"The product's option to upload payroll data doesn't work seamlessly."

"The solution’s reporting could be improved."

"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."

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

"The UI experience needs refinement to enhance user-friendliness."

More Oracle Fusion Service cons

Pricing and Cost Advice

Information not available

"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."

"The product has average pricing."

"Oracle Fusion Service is a cheap and flexible solution."

"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."

"This is definitely an expensive product compared to others on the market."

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

11%

Financial Services Firm

10%

Healthcare Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	20

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.

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 do you like most about Oracle Service Cloud?

The solution is easy to learn.

What needs improvement with Oracle Service Cloud?

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

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Comparisons

Compared 100% of the time

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Compared 16% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 12% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 9% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 8% of the time

More Oracle Fusion Service Competitors

Product Reports

CRM Customer Engagement Centers

Download Intercom Customer Communications Platform product report

Intercom Customer Communications Platform report

Oracle Fusion Service

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.

Intercom Customer Communications Platform vs. Oracle Fusion Service