Oracle CX Sales vs Oracle Fusion Service comparison

Oracle CX Sales and Oracle Fusion Service are both solutions in the CRM category. Oracle CX Sales is ranked #14 with an average rating of 8.0, while Oracle Fusion Service is ranked #10 with an average rating of 8.3. Oracle CX Sales holds a 2.7% mindshare in CRM, compared to Oracle Fusion Service’s 1.3% mindshare. Additionally, 87% of Oracle CX Sales users are willing to recommend the solution, compared to 91% of Oracle Fusion Service users who would recommend it.

Oracle CX Sales

Read 15 Oracle CX Sales reviews

1,230 Views
849 Comparison Views

87% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

956 Views
447 Comparison Views

91% willing to recommend

Oracle CX Sales

Oracle Fusion Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 20, 2025

Oracle Fusion Service and Oracle CX Sales compete in the enterprise cloud solutions category. Oracle CX Sales often has the upper hand due to its feature richness and perceived cost value.

Features: Oracle Fusion Service offers omni-channel support, knowledge management, and communication modes to enhance customer satisfaction. Integrated survey tools and advanced AI capabilities assist in incident routing and case management. Oracle CX Sales features integration, lead and opportunity management, and workflow-driven processes that streamline sales activities.

Room for Improvement: Oracle Fusion Service requires enhancement in B2B market customization, business rules UI, and legacy system integration. Documentation and performance could also improve. Oracle CX Sales needs a more modern UI design and better integration capabilities, with a desire for enhanced AI functionality.

Ease of Deployment and Customer Service: Both products support flexible deployments across public, private, and hybrid clouds. Mixed reviews for Oracle Fusion Service indicate variability in its customer and technical support. Oracle CX Sales receives similar feedback, with users noting occasional delays but generally knowledgeable technical support.

Pricing and ROI: Oracle Fusion Service is perceived as expensive, offering a SaaS model linked to usage that can yield a better-targeted ROI through reduced process times and HR costs. Oracle CX Sales, while costly, is competitively priced within the cloud solutions market, with pricing models that offer substantial ROI and cost efficiency through discounts.

To learn more, read our detailed Oracle CX Sales vs. Oracle Fusion Service Report (Updated: April 2025).

Buyer's Guide

Oracle CX Sales vs. Oracle Fusion Service

April 2025

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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:

Categories and Ranking

Oracle CX Sales

Ranking in CRM

14th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Opportunity Management (6th), Sales Force Automation (5th)

Oracle Fusion Service

Ranking in CRM

10th

Average Rating

8.6

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Oracle CX Sales is 2.7%, down from 3.0% compared to the previous year. The mindshare of Oracle Fusion Service is 1.3%, down from 1.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Uday Kiran B

Senior Analyst at Capgemini

Offers the capability to customize it the way I want, create my own CRM, and create a new closed integration with everything

The best thing is we can customize it. For example, there are some standard procedures in CRM, the opportunity that is standard. Other than that, we can create customized software on a business-to-business basis. So, if I don't want to follow any standard upgrade of CRM, I can customize it the way I want, create my own CRM, and create a new closed integration with everything. I can make my own CRM. The analytics in Oracle CX Sales are good. We can use ODA (Oracle Digital Assistant) to track data. There are some out-of-the-box reports for things like currency exchange data or product lists. These features are there by default. If you need to create new custom reports, it's possible to do so. They've been lagging behind the visual builder recently, but the product has improved.

Read full review

MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The integration with other systems is easy."

"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout."

"In my experience, the most valuable feature of Oracle CX Sales varies depending on the vertical of the business you're in. Oracle offers industry-specific products tailored to different sectors. However, the sales cycles and methods remain largely consistent across the board."

"The solution integrates well."

"The analytics features in Oracle CX Sales are good."

"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."

"It is stable and scalable, and their support has been very responsive."

"Stability depends on the implementation, but overall, it's quite high."

More Oracle CX Sales pros

"Oracle Fusion Service offers good efficiency."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

"There is also a focus on maintaining efficiency, and it is a significant time saver."

"The most valuable feature of the solution is that customers can easily understand it."

"I find the ERP Fusion Console valuable since it centralizes all the modules like order management."

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

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"Stable and scalable with good technical support."

More Oracle Fusion Service pros

Cons

"The tool must allow developers to check logs."

"We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being."

"It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."

"Improvements for Oracle CX Sales include enhancing the user interface (UI) to meet modern standards. Many clients prefer a more optimized UI over the classic one. The market is moving towards better UI and UX design coupled with functionalities. Oracle has a tool called VBCS that can help improve the UI. With VBCS, the look and feel of the application can be completely transformed. For example, Oracle CX Sales has been implemented for Ferrari, a top automotive industry player."

"You can get disconnected if you do not have a strong, reliable internet connection."

"CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes."

"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."

"Support is very poor."

More Oracle CX Sales cons

"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

"The solution’s reporting could be improved."

"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."

"The UI experience needs refinement to enhance user-friendliness."

"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."

"When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher."

More Oracle Fusion Service cons

Pricing and Cost Advice

"Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product."

"It's expensive, but worth the money."

"It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."

"The product pricing is reasonable compared to other solutions in the market."

"The solution is reasonably priced compared to other tools."

"The price is reasonable."

"The product is pricey."

"There are no extra licenses, everything is included in the subscription, and the price is fixed."

"This is definitely an expensive product compared to others on the market."

"Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."

"Oracle Fusion Service is more expensive than Workday."

"Licensing fees are on the higher end and I rate them an eight out of ten."

"Oracle Fusion Service is a cheap and flexible solution."

"The product has average pricing."

"The tool is reasonably priced."

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Manufacturing Company

14%

Government

14%

Financial Services Firm

Educational Organization

71%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Oracle CX Sales?

The integration with other systems is easy.

See all answers

What is your experience regarding pricing and costs for Oracle CX Sales?

Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product.

See all answers

What needs improvement with Oracle CX Sales?

The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes. Customization of field length and width to accommodate geographical require...

See all answers

What do you like most about Oracle Service Cloud?

The solution is easy to learn.

See all answers

What needs improvement with Oracle Service Cloud?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

Comparisons

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 29% of the time

Siebel CRM vs Oracle CX Sales

Compared 26% of the time

Salesforce Sales Cloud vs Oracle CX Sales

Compared 25% of the time

Sales Creatio vs Oracle CX Sales

Compared 7% of the time

SAP CRM vs Oracle CX Sales

Compared 6% of the time

More Oracle CX Sales Competitors

Siebel CRM vs Oracle Fusion Service

Compared 22% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 17% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 11% of the time

Pega CRM vs Oracle Fusion Service

Compared 9% of the time

Odoo vs Oracle Fusion Service

Compared 9% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CX Sales

April 2025

Download Oracle CX Sales product report

Buyer's Guide

Oracle Fusion Service

April 2025

Download Oracle Fusion Service product report

Also Known As

Oracle Sales Cloud

Oracle Service Cloud, Oracle RightNow

Overview

Oracle Sales Cloud is a sales enablement, sales intelligence, and sales performance management hybrid platform. It combines sales automation and intelligence, SPM (including compensation plans), partner relationship management, and sales collaboration tools. Features include: lead and opportunity management, prospecting, customer data enrichment, territory and quota balancing, goal alignment, compensation plan modeling, account management, partner selling programs, social collaboration, and sales education/knowledge management.

The key elements of Oracle Sales Cloud's SFA solution are vast. They include: • Core foundational sales force automation tools such as account, opportunity and lead management and productivity tools • A comprehensive partner relationship management offering to manage channel sales and partner management • Extensive sales performance management encompassing the science of managing territories, quota management and sales incentive compensation • Advanced analytics consisting of pre-built analytic reports, data visualization and adaptive intelligence • A customer data management system to ensure clean, consolidated and complete customer information. With rich functional capabilities and a comprehensive feature set, Oracles Sales Cloud provides a more modern approach to sales execution.

Oracle

Deliver efficient service outcomes at scale when and where customers engage. Oracle Fusion Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

Oracle

Sample Customers

Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.

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.

Buyer's Guide

Oracle CX Sales vs. Oracle Fusion Service

April 2025

Free Report: Oracle CX Sales vs. Oracle Fusion Service

Find out what your peers are saying about Oracle CX Sales vs. Oracle Fusion Service and other solutions. Updated: April 2025.

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