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 8.6, while Oracle Fusion Service is ranked #12 with an average rating of 8.2. Oracle CX Sales holds a 1.1% mindshare in CRM, compared to Oracle Fusion Service’s 0.8% 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

1,161 Views
1,103 Comparison Views

87% willing to recommend

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

1,131 Views
735 Comparison Views

91% willing to recommend

Oracle CX Sales

Oracle Fusion Service

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Jul 27, 2025

Oracle Fusion Service and Oracle CX Sales are leading competitors in customer service and sales process optimization. Oracle Fusion Service shines with its omni-channel capabilities and strong integration features, while Oracle CX Sales stands out with workflow-driven functionality and robust analytics, giving each a distinct advantage in their respective domains.

Features: Oracle Fusion Service offers features like Chat, Co-Browse, SLAs, and Smart Assistant, making it an advanced platform for customer engagement. The platform integrates survey tools and customizable reporting, which is essential for understanding customer interactions. Oracle CX Sales includes lead and opportunity management, mobile functionality, and comprehensive sales analytics, facilitating a streamlined sales process with external system integration.

Room for Improvement: Oracle Fusion Service needs improvements in B2B customization, integration with legacy platforms, and user interface enhancement. Faster response times and better documentation are also needed. Oracle CX Sales could enhance its user interface to modern standards, improve integration capabilities, and increase AI features along with customization for global users. Both products should focus on ease of use and enhanced customization.

Ease of Deployment and Customer Service: Oracle Fusion Service and Oracle CX Sales provide flexible deployment options across public, private, and hybrid clouds, with Oracle Fusion Service additionally supporting on-premises deployments. Despite generally positive customer service, both face challenges with response times and technical support knowledge, with Oracle Fusion Service struggling with support consistency.

Pricing and ROI: Oracle Fusion Service is viewed as expensive, with pricing based on usage and user count, but offers flexible pricing models. The ROI is primarily through operational cost reduction and efficiency. Oracle CX Sales is costly, but its functionality and security justify the price. Both products provide ROI through reduced overhead costs, though Oracle Fusion Service users see higher ROI from tailored investments, while CX Sales users appreciate the product’s built-in capabilities.

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

Buyer's Guide

Oracle CX Sales vs. Oracle Fusion Service

September 2025

Download the complete report

Helped 868,706 peers since 2012

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 (7th), Sales Force Automation (5th)

Oracle Fusion Service

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Oracle CX Sales is 1.1%, down from 3.0% compared to the previous year. The mindshare of Oracle Fusion Service is 0.8%, down from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	0.8%
Oracle CX Sales	1.1%
Other	98.1%

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.

Read full review

Quotes from Members

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

Pros

"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."

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

"The lead and opportunity management features are valuable."

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

"The solution integrates well."

"The integration with other systems is easy."

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

"Oracle CX Sales is workflow-driven, aligning with best practices in our sales process."

More Oracle CX Sales pros

"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."

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

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

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

"Oracle offers a wide range of applications, each capable of delivering significant value to our business."

"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."

"It supports various APIs and connectors, enabling seamless communication with other systems, including both Oracle products and third-party applications."

"Everything is managed by Oracle, so they have security in place."

More Oracle Fusion Service pros

Cons

"The interface of Oracle CX Sales could be more user-friendly."

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

"The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes."

"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."

"Support is very poor."

"The tool must allow developers to check logs."

"They've been lacking in creating customization from scratch and in sales."

"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."

More Oracle CX Sales cons

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

"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."

"The solution’s reporting could be improved."

"Some features that require improvement include the location functionality and certain aspects of the CRM."

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

"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."

More Oracle Fusion Service cons

Pricing and Cost Advice

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

"The price is reasonable."

"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 is pricey."

"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."

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

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

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

"Oracle Fusion Service is more expensive than Workday."

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

"The product has average pricing."

"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."

"The tool is reasonably priced."

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

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

868,706 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Manufacturing Company

16%

Computer Software Company

12%

Financial Services Firm

11%

University

Manufacturing Company

11%

Financial Services Firm

10%

Healthcare Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	2
Large Enterprise	12

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	21

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

Salesforce Sales Cloud vs Oracle CX Sales

Compared 29% of the time

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 26% of the time

Siebel CRM vs Oracle CX Sales

Compared 20% of the time

Sales Creatio vs Oracle CX Sales

Compared 11% of the time

Sage CRM vs Oracle CX Sales

Compared 6% of the time

More Oracle CX Sales Competitors

Siebel CRM vs Oracle Fusion Service

Compared 16% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 12% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 8% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 8% of the time

More Oracle Fusion Service Competitors

Product Reports

Buyer's Guide

Oracle CX Sales

September 2025

Download Oracle CX Sales product report

Buyer's Guide

Oracle Fusion Service

September 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

September 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: September 2025.

DOWNLOAD NOW

868,706 professionals have used our research since 2012.

See our Oracle CX Sales vs. Oracle Fusion Service 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.