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.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
We haven't really had any technical challenges with Oracle CRM.
The stability has been quite reliable.
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.
The AI feature needs improvement.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
It is not the cheapest solution nor the most expensive, but it provides value for money.
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.
The solution serves end-to-end customer relationship management which includes sales cloud, e-commerce cloud, and marketing cloud.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
| Product | Market Share (%) |
|---|---|
| Oracle CRM | 1.4% |
| Zendesk | 1.2% |
| Other | 97.4% |
| Company Size | Count |
|---|---|
| Small Business | 16 |
| Midsize Enterprise | 2 |
| Large Enterprise | 22 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
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.
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.
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