Oracle CRM vs Zendesk comparison

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Oracle CRM

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Executive SummaryUpdated on Dec 19, 2024

Oracle CRM and Zendesk both compete in the customer relationship management arena. Oracle CRM seems to hold an advantage with its comprehensive real-time analytics and robust customization for industry-specific solutions.

Features: Oracle CRM offers an integrated framework including sales, service, marketing, loyalty, and commerce, which reduces integration costs. It excels with customizable solutions across various industries and seamless ERP integration. Zendesk specializes in help desk functionalities, featuring elegant ticket management, integration with business applications, and effective tracking and reporting capabilities.

Room for Improvement: Oracle CRM could improve usability and flexibility in integrating with modern tools, simplifying its setup process, and reducing costs for smaller businesses. It needs a more user-friendly interface and better third-party app integration. Zendesk could improve ticket management efficiency, interface customization, and reporting capabilities, along with enhanced integration for advanced user customization and communication.

Ease of Deployment and Customer Service: Oracle CRM offers diverse deployment options including on-premises and cloud environments, though setup can be complex. Its technical support is thorough but sometimes slow. Zendesk is primarily cloud-based, making deployment straightforward. Its technical support is generally appreciated for user-friendliness but sometimes perceived as costly.

Pricing and ROI: Oracle CRM is priced for large enterprises with significant licensing and customization expenses. Despite this, it provides scalability and ROI through operational efficiency. Zendesk's pricing model is also considered expensive but competitive due to its functionality and support features, offering good ROI with effective customer interactions and streamlined processes.

To learn more, read our detailed Oracle CRM vs. Zendesk Report (Updated: December 2025).

Oracle CRM vs. Zendesk

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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

4.5

Oracle CRM users report improved efficiency and cost savings, though exact ROI varies and is often user-reported.

Sentiment score

6.2

Zendesk delivers cost savings and efficiency with flexible pricing and integration, addressing operational needs despite ROI measurement challenges.

No quotes available

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I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.

Consultant and Startup Founder at AimHi Enterprises

I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.

Filipe Abreu

Junior system analyst at Wevt clous

We were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Customer Service

Sentiment score

6.2

Oracle CRM's customer support is praised for availability but criticized for slow responses and inconsistent issue resolution.

Sentiment score

6.4

Zendesk support is generally responsive and professional, with some users experiencing delays and a lack of 24/7 chat support.

No quotes available

For more quotes and insights, download the Oracle CRM report

There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The technical support provided by Zendesk has been very satisfactory.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Their support team from Zendesk is excellent, similar to what you have in Freshdesk.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

Scalability Issues

Sentiment score

7.3

Oracle CRM is scalable, adaptable for varying business needs, but on-premises setups may need additional investments for infrastructure.

Sentiment score

7.4

Zendesk scales well across team sizes, despite challenges in backups, updates, customization, and larger organization's specific scalability needs.

No quotes available

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We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk can scale from very small companies to very large ones.

CEO at Etcetera Networks

Zendesk's scalability is excellent.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Stability Issues

Sentiment score

7.5

Oracle CRM is highly rated for stability, despite installation challenges and minor glitches that don't affect operations significantly.

Sentiment score

7.8

Zendesk is stable and reliable, with occasional outages swiftly resolved, making it ideal for small businesses and startups.

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.

For more quotes and insights, download the Oracle CRM report

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

They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.

Dimitri Cooper

Project Manager III at City of Union City Government

Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.

Technical Support Engineer/ QA at a computer software company with 11-50 employees

The stability has been quite reliable.

For more quotes and insights, download the Zendesk report

CEO at Etcetera Networks

Room For Improvement

Oracle CRM struggles with outdated UI, slow performance, integration issues, high costs, and inadequate support, needing significant enhancements.

Zendesk users seek improved usability, better integration, enhanced reporting, customization, mobile support, streamlined management, and communication tools.

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.

For more quotes and insights, download the Oracle CRM report

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

The AI feature needs improvement.

Erick Kathurima

CIO at Clarinox Technologies

Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.

Filipe Abreu

Junior system analyst at Wevt clous

Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.

For more quotes and insights, download the Zendesk report

Technical Support Engineer/ QA at a computer software company with 11-50 employees

Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.

Dimitri Cooper

Project Manager III at City of Union City Government

Setup Cost

Oracle CRM is costly, best for top-tier companies, with scalable pricing and possible discounts on long-term contracts.

Zendesk's pricing can be high, impacting decisions, but offers flexibility and valuable CX features if negotiated effectively.

No quotes available

For more quotes and insights, download the Oracle CRM report

It is not the cheapest solution nor the most expensive, but it provides value for money.

CEO at Etcetera Networks

The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Valuable Features

Oracle CRM offers customizable, cloud-based solutions with robust integrations, praised for stability, scalability, and comprehensive CRM functionalities.

Zendesk excels in integration, user-friendly ticket management, automation, customization, and robust analytics to enhance productivity and user experience.

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.

For more quotes and insights, download the Oracle CRM report

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

CIO at Clarinox Technologies

It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.

CEO at Etcetera Networks

Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.

Filipe Abreu

Junior system analyst at Wevt clous

Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.

For more quotes and insights, download the Zendesk report

Consultant and Startup Founder at AimHi Enterprises

Categories and Ranking

Oracle CRM

Ranking in CRM

7th

Average Rating

7.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Marketing Automation (5th)

Zendesk

Ranking in CRM

15th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), Help Desk Software (8th), IT Service Management (ITSM) (6th), Sales Force Automation (5th), Reporting (12th), Knowledge Management Software (4th), Community Platforms (2nd), AI Customer Support (9th), AI IT Support (7th)

Mindshare comparison

As of December 2025, in the CRM category, the mindshare of Oracle CRM is 1.1%, down from 3.3% compared to the previous year. The mindshare of Zendesk is 1.2%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle CRM	1.1%
Zendesk	1.2%
Other	97.7%

CRM

Featured Reviews

Has improved process coverage and integration while offering strong analytics and user experience

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

The analytics and reporting functionalities of Oracle CRM are good. I would rate them eight to nine out of ten, but it slightly falls behind Salesforce, which is much more advanced in terms of meeting the process and analytics part. The integration of Oracle CRM with other Oracle applications is seamless; that's not a problem at all. 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. The multichannel service support has an impact on my customer service operations.

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Macros and automation have streamlined workflows and reduced manual effort across support teams

Consultant and Startup Founder at AimHi Enterprises

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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Top Industries

By visitors reading reviews

University

12%

Financial Services Firm

12%

Manufacturing Company

Educational Organization

Computer Software Company

Performing Arts

Manufacturing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	17
Midsize Enterprise	2
Large Enterprise	22

By reviewers
Company Size	Count
Small Business	35
Midsize Enterprise	20
Large Enterprise	11

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...

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.

What needs improvement with Oracle CRM?

Oracle CRM's technical support is not that great sometimes. It could be improved with better quality for response time and empathy with the client's operations. When a client asks for any support, ...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

As of right now, I have nothing that comes to mind as an improvement needed or a feature that could work differently or be enhanced. I think across the board, Zendesk is amazing, and because they a...

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Product Reports

Oracle CRM

Download Oracle CRM product report

Download Zendesk product report

Also Known As

Market2Lead

Zendesk Support, Zendesk Guide, Zendesk Sell

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Oracle CRM vs. Zendesk