Oracle CRM vs Oracle Fusion Service comparison

Why PeerSpot?

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #11 with an average rating of 8.0, while Oracle Fusion Service is ranked #14 with an average rating of 8.0. Oracle CRM holds a 1.2% mindshare in CRM, compared to Oracle Fusion Service’s 1.4% mindshare. Additionally, 90% of Oracle CRM users are willing to recommend the solution, compared to 91% of Oracle Fusion Service users who would recommend it.

Oracle CRM

Read 43 Oracle CRM reviews

7,165 Views
5,016 Comparison Views

90% willing to recommend

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

7,283 Views
5,171 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 8, 2026

In the CRM and customer service solution sector, Oracle CRM and Oracle Fusion Service compete with different strengths. Oracle Fusion Service seems to have the upper hand with its cloud-native platform and advanced AI functionalities.

Features: Oracle CRM is known for its customization, scalability, and process automation capabilities. It provides robust analytics and comprehensive integration options for managing customer relationships efficiently. Oracle Fusion Service is built on a cloud-native platform, offering intuitive AI-enabled functionalities and seamless integration with various modules, which enhance operational efficiency. The platform supports duplication of purchase requisitions and manages international transactions effectively.

Room for Improvement: Oracle CRM faces challenges with performance and integration, needing improved mobile functionality. Users find its complexity and cost to be high. Oracle Fusion Service requires enhancements in user interface and customization flexibility. Better documentation, support, and integration of new modules are needed for both products, along with faster support responses and improved user training.

Ease of Deployment and Customer Service: Oracle CRM supports Hybrid, On-premises, and Cloud deployments, offering flexibility but complicating deployments. The customer service experience varies, with mixed feedback on support responsiveness. Oracle Fusion Service focuses on cloud deployment, providing easier access and scalability, with generally faster and more customer-friendly support, although response times can vary.

Pricing and ROI: Oracle CRM is considered costly, with the complex licensing model potentially deterring smaller businesses, though it offers good ROI with its robust features. Oracle Fusion Service, though also expensive, offers a flexible pricing model tied to usage, providing favorable ROI through operational efficiencies and cost reductions, making it more suitable for larger enterprises.

To learn more, read our detailed Oracle CRM vs. Oracle Fusion Service Report (Updated: November 2026).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

November 2026

Download the complete report

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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:

ROI

Sentiment score

3.8

Oracle CRM users report mixed financial results with improved efficiency, cost reductions, yet limited concrete ROI statistics available.

Sentiment score

6.9

Oracle Fusion Service boosts ROI by 30% through tailored payments, efficiency, loyalty, and streamlined operations, despite some unquantified returns.

No quotes available

For more quotes and insights, download the Oracle CRM report

Within CRM, I have worked on B2C service and sales extensively.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Customer Service

Sentiment score

6.0

Oracle CRM support is praised for responsiveness and helpfulness, despite occasional delays in critical issue responses.

Sentiment score

5.6

Oracle Fusion Service offers good support, hindered by inconsistency, but escalations often enhance service quality and response time.

I would rate the technical support of Oracle an eight, as ten is the best.

Omair Bokhari

Head Of IT Operations at fatima group

For more quotes and insights, download the Oracle CRM report

Sometimes the technical support is knowledgeable and helpful.

Dhivakar I

Consultant at Deloitte

Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Scalability Issues

Sentiment score

7.1

Oracle CRM offers highly rated scalability, especially with its cloud version, accommodating diverse organizational needs and sizes effectively.

Sentiment score

8.3

Oracle Fusion Service efficiently scales from small teams to large enterprises, supporting diverse operational needs across locations.

I think it's scalable because we are a company with almost a hundred thousand people.

Patrick Ernsten

Biz Opd Esd Strategist At Broadcom Inc. at Broadcom Inc.

For more quotes and insights, download the Oracle CRM report

Initially, we had ten ERPs, and I have added more since.

MahaboobPasha

Solutions Architect at Western Digital

Regarding scalability, the solution provides useful configurations that clients can utilize effectively.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Stability Issues

Sentiment score

7.4

Oracle CRM is stable and reliable, with high user satisfaction despite occasional technical and connectivity issues.

Sentiment score

8.0

Oracle Fusion Service is highly stable, achieving 90% uptime with minor outages, rated 8-9/10 by organizations.

We haven't really had any technical challenges with Oracle CRM.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

Regarding the stability of Oracle CRM, nobody is facing any major issues in terms of infrastructure problems whether it is Oracle CRM, Salesforce, or SAP CRM; they are all the same, especially with cloud-based SaaS.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

For more quotes and insights, download the Oracle CRM report

If work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Room For Improvement

Oracle CRM needs improved microservices, updated UI, reduced costs, better integration, and enhanced support to compete with Salesforce.

Oracle Fusion Service needs enhancements in B2B customization, UI/UX, technical support, and improving mobile application functionality and attractiveness.

It's already integrated into our environment, so moving to something else will require a massive investment and change in strategy that we as an organization are not prepared to embark on just yet.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

When a client asks for any support, they're often in real trouble and need a prompt response.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Reporting is really bad.

Patrick Ernsten

Biz Opd Esd Strategist At Broadcom Inc. at Broadcom Inc.

For more quotes and insights, download the Oracle CRM report

When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.

MahaboobPasha

Solutions Architect at Western Digital

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

It is currently restricted to Groovy scripting.

Dhivakar I

Consultant at Deloitte

For more quotes and insights, download the Oracle Fusion Service report

Setup Cost

Oracle CRM's scalable, subscription-based pricing is costly but offers flexibility and comprehensive support for large enterprises.

Oracle Fusion Service is costly with variable pricing, depending on users, data, integrations, and geographical location.

No quotes available

For more quotes and insights, download the Oracle CRM report

Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive.

GeorgeShokry

Oracle HCM Manager at PwC

I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Valuable Features

Oracle CRM provides customizable, scalable solutions with seamless integration, enhanced reporting, and comprehensive customer data management for efficient business operations.

Oracle Fusion Service enhances customer engagement with omni-channel communication, AI tools, and scalable cloud-based architecture for seamless integration.

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.

reviewer2758776

IT Consultant at a tech services company with 51-200 employees

Currently it's meeting all our needs, hence the migration about six months ago that we moved from on-premise to OCI, to the cloud-based platform to add additional capacity and analytics.

reviewer2114835

Information Security Executive at a comms service provider with 1,001-5,000 employees

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

Erick Kathurima

Technology Consultant at Clarinox Technologies Kenya

For more quotes and insights, download the Oracle CRM report

The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.

MahaboobPasha

Solutions Architect at Western Digital

Based on utilizing Groovy scripts and JavaScript, we can integrate with other external systems.

Dhivakar I

Consultant at Deloitte

For HCM, it makes the life of users easier for self-service, payroll run, and applying tax according to the country, where different tax laws according to the country are very easy in Fusion.

GeorgeShokry

Oracle HCM Manager at PwC

For more quotes and insights, download the Oracle Fusion Service report

Categories and Ranking

Oracle CRM

Ranking in CRM

11th

Average Rating

7.8

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

Marketing Automation (8th)

Oracle Fusion Service

Ranking in CRM

14th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), Marketing Management (7th)

Mindshare comparison

As of November 2026, in the CRM category, the mindshare of Oracle CRM is 1.2%, up from 1.1% compared to the previous year. The mindshare of Oracle Fusion Service is 1.4%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Oracle CRM	1.2%
Oracle Fusion Service	1.4%
Other	97.4%

CRM

Featured Reviews

Patrick Ernsten

Biz Opd Esd Strategist At Broadcom Inc. at Broadcom Inc.

CRM has supported contract tracking and customer insight while reporting remains secondary

I use Oracle software internally. I'm also selling project management software, automation software, and network operation software within the company to our customers. The Oracle solutions I use include making quotes with CPQ, making Oracle engagement clouds, and a little bit of CRM system functionality. I'm not the owner of it. I'm only using it to have admin access for my customers here. I'm not involved with any decision on what we're using at Broadcom for Oracle. We did a certain type of adoption in Oracle. We made a certain object for it, and that works pretty well. The only thing is that customizing and making extra fields takes a little bit of a long time. However, if you do customize it, it works out well for that part.

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

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Top Industries

By visitors reading reviews

Comms Service Provider

11%

Outsourcing Company

11%

Financial Services Firm

10%

Manufacturing Company

10%

Construction Company

14%

Comms Service Provider

11%

Financial Services Firm

10%

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	25

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

Questions from the Community

What needs improvement with Oracle CRM?

I'm not a big fan of the reporting functionality, but I do appreciate some of the functionalities and connections with each other. Reporting is really bad. Reporting is not good, so we use a lot of...

See all answers

What is your primary use case for Oracle CRM?

My main use case for Oracle CRM is to check contracts, checking renewal information, so contract-wise, commercial-wise, device information, and also customer contact information and product adoptio...

See all answers

What advice do you have for others considering Oracle CRM?

I'm actually mainly working with the knowledge internally. Most of it is still on reporting. For me, to set up a meeting is no problem. For the marketing efforts, we're using HubSpot right now. I w...

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 ...

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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

What is your experience regarding pricing and costs for Oracle Service Cloud?

Regarding licensing cost, according to each country's conditions, for Egypt, it's so expensive, whereas for the Gulf, it's almost no cost because they can pay. So I can't definitively say it's high...

See all answers

Comparisons

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Compared 8% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 6% of the time

Siebel CRM vs Oracle CRM

Compared 6% of the time

Teneo vs Oracle CRM

Compared 4% of the time

Salesforce Marketing Cloud vs Oracle CRM

Compared 4% of the time

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Oracle CX Sales vs Oracle Fusion Service

Compared 6% of the time

Siebel CRM vs Oracle Fusion Service

Compared 6% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 5% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 5% of the time

CentraHub CRM vs Oracle Fusion Service

Compared 3% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CRM

October 2026

Download Oracle CRM product report

Buyer's Guide

Oracle Fusion Service

October 2026

Download Oracle Fusion Service product report

Also Known As

Market2Lead

Oracle Service Cloud, Oracle RightNow

Overview

Oracle CRM offers customizable features with seamless application integration, robust analytics, and efficient data management to support diverse business processes, ensuring scalability and ease of use, though it requires UI and integration enhancements for improved performance and support.

Oracle CRM is a comprehensive customer relationship management solution catering to sales, marketing, and service management needs. It provides real-time and batch integration tools, cross-channel support, and forecasting capabilities that enhance business decision-making and reduce operational costs. Users can manage leads, segment customers, and maintain loyalty programs while integrating seamlessly with ERP systems and BI solutions. The platform's modular approach facilitates targeted implementations, although users find areas for improvement in its complicated system, non-intuitive interface which adapts slowly to new technologies, and high cost, contributing to complex customization and technical challenges.

What are the key features of Oracle CRM?

Customization: Tailors functionalities to specific business processes
Integration: Connects with existing applications seamlessly
Analytics and Reporting: Provides insights and comprehensive reports
Data Management: Efficiently organizes customer information
Scalability: Grows alongside company needs

What benefits and ROI should users expect from Oracle CRM?

Reduced Operational Costs: Streamlined processes enhance efficiency
Enhanced Decision-Making: Advanced analytics offer actionable insights
Improved Customer Management: Supports comprehensive relationship handling
Targeted Implementations: Modular design allows focused solutions
Increased Flexibility: Adapts to changing business requirements

Oracle CRM is implemented across industries for financial management, compliance, customer claims tracking, and database management. It provides solutions for lead management and customer segmentation, especially in sectors requiring seamless ERP and BI solution integration to enhance customer management and operational efficiency.

Oracle

Oracle Fusion Service offers integrated omni-channel communication, efficient AI capabilities, and a 360-degree user perspective. Its intuitive interface enhances workflow management, scalability, and adaptability, accommodating diverse business needs across industries.

Oracle Fusion Service streamlines operations including human resources, payroll, support channels, and financial workflows. Seamlessly integrating with existing systems, it optimizes customer interactions through comprehensive tools like automated processes, knowledge bases, and customizable reporting dashboards. The platform's robust AI solutions and broad communication capabilities ensure adaptability and widespread accessibility.

What are Oracle Fusion Service's key features?

360-Degree View: Provides complete insights into customer and operational data.
AI Capabilities: Enhances automation and decision-making efficiency.
Omni-Channel Communication: Optimizes customer interaction across chat, email, and more.
Customizable Dashboards: Tailors reporting to different business needs.
Scalability and Adaptability: Supports extensive business growth and evolution.

What benefits should users seek in reviews?

Improved Efficiency: Streamlines complex workflows to boost productivity.
Enhanced Customer Interaction: Utilizes comprehensive omni-channel support for better engagement.
Scalability: Accommodates growing business requirements effortlessly.
Cost Management: Automates payroll and expenses to control overheads.

Organizations in banking, IT, higher education, and sales implement Oracle Fusion Service for robust process management and efficient customer interactions. It supports finance, ERP, supply chain, and property management, improving cross-sector operational and financial workflows.

Oracle

Sample Customers

Turk Telekom, yoo Ltd , Mobilitec, Sanipex Group, ec4u expert consulting AG, Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Geodis, Freedom Technology

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

Oracle CRM vs. Oracle Fusion Service

November 2026

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