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Oracle CRM vs Oracle Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Oracle CRM and Oracle Service Cloud based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Oracle CRM vs. Oracle Service Cloud report (Updated: September 2022).
634,325 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"We are most comfortable with the user interface that Oracle CRM has, it is very good.""It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program.""Technical support is very fast. It's customer friendly.""It is very simple.""Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases.""Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports.""Oracle CRM is very, very stable, one of the most stable products I've used in my career, and doesn't require much maintenance.""CRM's performance is good, we've never faced any issues with it."

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"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.""The solution changes the way clients work to make it easier and faster."

More Oracle Service Cloud Pros →

"A specialized team is required for managing Oracle, which is extra overhead for the customer.""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.""The performance could be better.""I'd like to see more feature enhancements.""In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic.""An improvement would be to lower the price of the license.""The user interface and performance could be better.""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."

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"Oracle Service Cloud could improve the integration for older platforms.""Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise.""Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

More Oracle Service Cloud Cons →

Pricing and Cost Advice
  • "It is not cheap. It is more suitable for big companies."
  • "We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle."
  • "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."
  • "There are licenses needed to use this solution and they are managed by our product team."
  • "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 licensing is on a yearly basis."
  • "The cost of a license with support is slightly higher than a regular license."
  • "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."
  • More Oracle CRM Pricing and Cost Advice →

  • "Licensing fees are on the higher end and I rate them an eight out of ten."
  • More Oracle Service Cloud Pricing and Cost Advice →

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    634,325 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:We were able to get a ten-year contract for a very good discount with our three platforms together with Oracle. If you have many Oracle products, you can get a cheaper rate perhaps as we did. The cost… more »
    Top Answer:It's a good product but the are some performance issues. The performance can be improved. The initial setup is complex, it could be improved to be more simplified.
    Top Answer:Everything is managed by Oracle, so they have security in place.
    Top Answer:Oracle has to work on the interface for this solution. The user experience has to be much better. They have to work on integration with other systems.
    Top Answer:This product is used to provide and kind of service that is related to customer support.
    out of 70 in CRM
    Average Words per Review
    out of 70 in CRM
    Average Words per Review
    Also Known As
    Oracle RightNow
    Learn More

    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 Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

    This flexible and scalable platform includes:

    • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
    • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
    • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
    • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
    • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

      For more information visit

    Learn more about Oracle CRM
    Learn more about Oracle Service Cloud
    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.
    Top Industries
    Manufacturing Company29%
    Pharma/Biotech Company14%
    Transportation Company14%
    Comms Service Provider14%
    Computer Software Company23%
    Comms Service Provider17%
    Manufacturing Company7%
    Financial Services Firm6%
    Computer Software Company29%
    Financial Services Firm10%
    Comms Service Provider10%
    Healthcare Company5%
    Company Size
    Small Business44%
    Large Enterprise56%
    Small Business20%
    Midsize Enterprise14%
    Large Enterprise66%
    Small Business44%
    Midsize Enterprise17%
    Large Enterprise39%
    Small Business20%
    Midsize Enterprise11%
    Large Enterprise69%
    Buyer's Guide
    Oracle CRM vs. Oracle Service Cloud
    September 2022
    Find out what your peers are saying about Oracle CRM vs. Oracle Service Cloud and other solutions. Updated: September 2022.
    634,325 professionals have used our research since 2012.

    Oracle CRM is ranked 4th in CRM with 13 reviews while Oracle Service Cloud is ranked 9th in CRM with 3 reviews. Oracle CRM is rated 8.4, while Oracle Service Cloud is rated 9.0. The top reviewer of Oracle CRM writes "Straightforward to set up with good modules and excellent support". On the other hand, the top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". Oracle CRM is most compared with Siebel CRM, SAP CRM, Microsoft Dynamics CRM, Salesforce Sales Cloud and Oracle CX Sales, whereas Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, QuickBase, Microsoft Dynamics CRM and Salesforce Sales Cloud. See our Oracle CRM vs. Oracle Service Cloud report.

    See our list of best CRM vendors.

    We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.