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."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."
"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."
"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."
"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."
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.
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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.