Oracle CRM vs Oracle Fusion Service comparison

Oracle CRM and Oracle Fusion Service are both solutions in the CRM category. Oracle CRM is ranked #8 with an average rating of 7.6, while Oracle Fusion Service is ranked #10 with an average rating of 8.3. Oracle CRM holds a 3.2% mindshare in CRM, compared to Oracle Fusion Service’s 1.4% mindshare. Additionally, 89% 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 38 Oracle CRM reviews

1,413 Views
904 Comparison Views

89% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

869 Views
351 Comparison Views

91% willing to recommend

Oracle CRM

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Oracle CRM and Oracle Fusion Service are key players in the CRM software category. Oracle Fusion Service holds an advantage in cloud deployment and flexibility, making it a strong choice for businesses looking to leverage cloud-based solutions.

Features: Oracle CRM provides real-time data insights and predictive analytics for industries like banking, finance, and retail. It offers extensive customization and supports various CRM activities, including service, marketing, and sales. Oracle Fusion Service, a cloud-based solution, focuses on accessibility and scalability with integrated finance and HR functionalities for a seamless user experience.

Room for Improvement: Oracle CRM needs better data visualization, a more intuitive user interface, and quicker technical support response. Oracle Fusion Service can improve with enhanced documentation and refining newer modules for user-friendliness. It also contends with costly pricing in certain regions.

Ease of Deployment and Customer Service: Oracle CRM supports on-premises and hybrid deployment, fitting businesses that require technical expertise. In contrast, Oracle Fusion Service specializes in public cloud deployment, offering better adaptability and faster deployment. Its cloud-based support generally receives favorable ratings compared to Oracle CRM's more varied response times.

Pricing and ROI: Oracle CRM is known for its high licensing costs, potentially offering a solid ROI yet posing a significant investment challenge. Oracle Fusion Service's subscription model, though expensive, provides a more structured and sustainable cost aligned with usage, appealing to businesses seeking predictable financial planning.

To learn more, read our detailed Oracle CRM vs. Oracle Fusion Service Report (Updated: June 2025).

Buyer's Guide

Oracle CRM vs. Oracle Fusion Service

June 2025

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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

Oracle CRM

Ranking in CRM

8th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

Mindshare comparison

As of June 2025, in the CRM category, the mindshare of Oracle CRM is 3.2%, down from 3.7% compared to the previous year. The mindshare of Oracle Fusion Service is 1.4%, down from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Omair Bokhari

Head of IT Operations at Fatima Group

Helps business track their customers, sales leads, and opportunities

An area for improvement is the vendors' inability to understand the customers' requirements and communicate them to Oracle. When we started to implement the tool, and during the very initial phases of the product, when Oracle launched it, our company opted for it. We faced a few challenges related to the product speed associated with some functionalities that were not available when the tool was just launched, but later on, it became available, and right now, we are actually using it. The tool is fulfilling our requirements. There were no major hiccups or challenges due to the tool. The solution's mobile app needs to be enriched with more functionalities in the future.

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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

"Oracle Connect as a feature within CRM is valuable for establishing and maintaining customer relationships, enabling users to see customer details and interact graphically with relationships."

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

"It helps our company interact with our customers, track leads and opportunities, determine how many opportunities are transferred into actual sales, and other such areas."

"Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance."

"It is a stable solution."

"The most important feature is the ability to assign a plan using the manual close function."

"It's very easy to find any customer-related data."

"Case management, incident management, and request management features are valuable."

More Oracle CRM pros

"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."

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

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

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

"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."

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

"Oracle Fusion's scalability and flexibility are its most valuable features."

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

More Oracle Fusion Service pros

Cons

"The product is complicated to use for new users."

"Customization is an area in the solution that takes too much time. So, it needs to be improved."

"With Oracle CRM, people report some usual downtime and frequent outages."

"The data visualization should be better in Oracle CRM."

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

"The licensing is expensive."

"The interface could be more user friendly. It is currently not intuitive, and it can be better. The onboarding process for the end users of this solution could be easier, and there should be a few more things for user knowledge and training. It takes a lot of technical knowledge to get used to it."

"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."

More Oracle CRM cons

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

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

"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."

"The user experience has to be much better."

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

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

More Oracle Fusion Service cons

Pricing and Cost Advice

"The solution is expensive."

"Oracle is very expensive, but you have to pay to get this kind of scalability and database flexibility."

"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."

"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 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."

"There is a license required to use this solution. The price is reasonable for a CRM."

"On a scale of one to ten, where one is cheap, and ten is expensive, I rate the pricing a twelve. Oracle CRM is on the expensive side."

"Compared to alternative solutions Oracle CRM is expensive."

More Oracle CRM pricing and cost advice

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

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

"The tool is reasonably priced."

"The product has average pricing."

"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."

"Oracle Fusion Service is more expensive than Workday."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

University

12%

Computer Software Company

12%

Government

11%

Educational Organization

58%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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...

See all answers

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.

See all answers

What needs improvement with Oracle CRM?

Oracle CRM should improve in terms of AI capabilities and user interface design. Compared to Salesforce, it lacks advanced features in these areas and is not as user-friendly.

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?

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

Siebel CRM vs Oracle CRM

Compared 34% of the time

SAP CRM vs Oracle CRM

Compared 30% of the time

Salesforce Sales Cloud vs Oracle CRM

Compared 13% of the time

Microsoft Dynamics CRM vs Oracle CRM

Compared 11% of the time

Zoho CRM vs Oracle CRM

Compared 4% of the time

More Oracle CRM Competitors

Siebel CRM vs Oracle Fusion Service

Compared 23% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 16% 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

Oracle CRM

May 2025

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Buyer's Guide

Oracle Fusion Service

May 2025

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Also Known As

Market2Lead

Oracle Service Cloud, Oracle RightNow

Overview

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

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

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

June 2025

Free Report: Oracle CRM vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CRM vs. Oracle Fusion Service and other solutions. Updated: June 2025.

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