Intercom Customer Communications Platform vs Oracle Fusion Service comparison

Intercom and Oracle are both solutions in the CRM category. Intercom is ranked #20 with an average rating of 9.0, while Oracle is ranked #15 with an average rating of 8.3. Intercom holds a 0.8% mindshare in CRM, compared to Oracle’s 0.9% mindshare. Additionally, 75% of Intercom users are willing to recommend the solution, compared to 91% of Oracle users who would recommend it.

Intercom Customer Communica...

Read 3 Intercom Customer Communications Platform reviews

1,152 Views
829 Comparison Views

75% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,693 Views
1,202 Comparison Views

91% willing to recommend

Intercom Customer Communica...

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 2, 2025

Oracle Fusion Service and Intercom Customer Communications Platform are competing products in customer service solutions. Intercom stands out due to its rich set of features, though Oracle Fusion Service may offer a cost advantage in pricing and support.

Features: Oracle Fusion Service provides comprehensive CRM integrations, advanced analytics, and automation capabilities. Intercom offers a dynamic messaging platform, sophisticated customer engagement tools, and an intuitive interface.

Ease of Deployment and Customer Service: Intercom provides a cloud-based deployment model with extensive customer support. Oracle Fusion Service may require more intricate setup and technical support.

Pricing and ROI: Oracle Fusion Service often presents lower initial setup costs with an enterprise focus, offering favorable ROI for large-scale operations. Intercom might require a higher upfront investment but can deliver long-term ROI through enhanced customer engagement and retention.

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

Buyer's Guide

Intercom Customer Communications Platform vs. Oracle Fusion Service

December 2025

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Helped 879,711 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

8th

Ranking in CRM

20th

Average Rating

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

Social CRM (6th)

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

5th

Ranking in CRM

15th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Marketing Management (7th)

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Intercom Customer Communications Platform is 0.8%, up from 0.2% compared to the previous year. The mindshare of Oracle Fusion Service is 0.9%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	0.9%
Intercom Customer Communications Platform	0.8%
Other	98.3%

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.

Read full review

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

Read full review

Quotes from Members

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

Pros

"With Zendesk, we have much more signals that we could use to understand better our client patterns."

"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."

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

"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."

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

"I've seen positive impact from using Oracle Fusion Service, especially for HCM, where there's been a revolution from E-Business to Fusion; it's completely different."

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

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

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

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

More Oracle Fusion Service pros

Cons

"The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything."

"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 user experience has to be much better."

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

"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."

"The solution’s reporting could be improved."

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

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

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

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

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."

"The tool is reasonably priced."

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

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

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

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

"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%

Computer Software Company

University

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	22

Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything....

See all answers

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

Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appe...

See all answers

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

Since I was not part of the pricing discussion, I am not completely sure about the conditions that we had at the moment, so I could not tell you exactly. My overall review rating for Intercom Custo...

See all answers

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?

Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly. For example, we cannot create a database link. We ...

See all answers

What is your primary use case for Oracle Service Cloud?

The typical use cases for Oracle Fusion Service involve many products and services such as HCM, Supply Chain, Finance, and Fixed Assets.

See all answers

Comparisons

Sprinklr vs Intercom Customer Communications Platform

Compared 20% of the time

Salesforce Marketing Cloud vs Intercom Customer Communications Platform

Compared 19% of the time

Nimble CRM vs Intercom Customer Communications Platform

Compared 14% of the time

Attio vs Intercom Customer Communications Platform

Compared 14% of the time

Zendesk vs Intercom Customer Communications Platform

Compared 13% of the time

More Intercom Customer Communications Platform Competitors

Siebel CRM vs Oracle Fusion Service

Compared 11% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 7% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 6% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 6% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

Oracle Fusion Service

December 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

December 2025

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

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

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