Oracle CRM vs Zendesk comparison

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1,969 views|1,498 comparisons
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684 views|445 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Oracle CRM and Zendesk 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. Zendesk Report (Updated: March 2024).
765,386 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:
Pros
"The solution is smooth, easy to use, easy to customize and it has many features. Plus, there are regular updates.""Oracle CRM is a stable solution.""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 very simple.""It's very easy to find any customer-related data.""Oracle CRM integrates seamlessly because it's an end-to-end solution.""Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports.""Case management, incident management, and request management features are valuable."

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"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""It's very convenient to use.""It is a scalable solution.""It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""The product offers very good management. It has a great ability to assign tickets based on content.""The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.""It's a very stable tool, very powerful.""Zendesk Support has a lot of good APIs."

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Cons
"A specialized team is required for managing Oracle, which is extra overhead for the customer.""The initial setup is complex, it could be improved to be more simplified.""Oracle CRM can improve integration and performance.""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.""The product is complicated to use for new users.""With Oracle CRM, people report some usual downtime and frequent outages.""Though Oracle CRM's support has a good reaction time, it needs to be better.""An improvement would be to lower the price of the license."

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"The solution itself wasn't easy to set up.""The support team is time-consuming, and they don't find the answer to our problem.""The price of the solution should be reduced.""It needs to improve in terms of its flexibility, price, and installation.""There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us.""The solution could integrate better with QR codes from some websites such as Facebook.""As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests.""Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

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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 →

  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
  • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product’s pricing is very high. I rate the pricing an eight out of ten.
    Top Answer:Improvements are required around the microservices offered by the product. Improvements are needed in the new kind of microservices of the product. With Oracle CRM, the way you develop the integration… more »
    Top Answer:It's a very stable tool, very powerful.
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer:It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some… more »
    Ranking
    7th
    out of 167 in CRM
    Views
    1,969
    Comparisons
    1,498
    Reviews
    17
    Average Words per Review
    352
    Rating
    7.8
    16th
    out of 167 in CRM
    Views
    684
    Comparisons
    445
    Reviews
    5
    Average Words per Review
    560
    Rating
    8.2
    Comparisons
    Siebel CRM logo
    Compared 30% of the time.
    SAP CRM logo
    Compared 28% of the time.
    Microsoft Dynamics CRM logo
    Compared 14% of the time.
    Amdocs CRM logo
    Compared 12% of the time.
    ServiceNow logo
    Compared 27% of the time.
    JIRA Service Management logo
    Compared 17% of the time.
    Atlassian Confluence logo
    Compared 11% of the time.
    Freshservice logo
    Compared 9% of the time.
    Microsoft Dynamics CRM logo
    Compared 4% of the time.
    Also Known As
    Market2Lead
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    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.

    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
    Top Industries
    REVIEWERS
    Comms Service Provider20%
    Government20%
    Manufacturing Company13%
    Financial Services Firm13%
    VISITORS READING REVIEWS
    Computer Software Company14%
    Financial Services Firm10%
    Government8%
    Educational Organization8%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    REVIEWERS
    Small Business39%
    Midsize Enterprise6%
    Large Enterprise55%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise14%
    Large Enterprise63%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise19%
    Large Enterprise56%
    Buyer's Guide
    Oracle CRM vs. Zendesk
    March 2024
    Find out what your peers are saying about Oracle CRM vs. Zendesk and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Oracle CRM is ranked 7th in CRM with 31 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Oracle CRM is rated 7.8, while Zendesk is rated 8.2. The top reviewer of Oracle CRM writes "The solution is easy to deploy, scalable, and stable". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Oracle CRM is most compared with Siebel CRM, SAP CRM, Microsoft Dynamics CRM, Amdocs CRM and Salesforce Sales Cloud, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Oracle CRM vs. Zendesk 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.