Oracle Fusion Service and Oracle CX Sales compete in the CRM and service management category. Oracle Fusion Service appears to have the upper hand due to its strong service provisioning capabilities, making it ideal for service-centric operations.
Features: Oracle Fusion Service enhances omni-channel customer interactions with features like incident management, Co-browse, and knowledge management. It also includes Smart Assistant for improved customer satisfaction and operational efficiency. Oracle CX Sales focuses on sales force management, offering lead management, integration with social media, and mobile functionality, supporting the sales lifecycle from lead generation to closing deals. Its customizable workflows and analytical capabilities provide a seamless sales experience.
Room for Improvement: Oracle Fusion Service could improve its adaptability to the B2B market and simplify its complex integration processes, while Oracle CX Sales should modernize its user interface and improve its quote creation and mobile application. Both need to enhance their technical support processes.
Ease of Deployment and Customer Service: Both Oracle Fusion Service and Oracle CX Sales offer flexible cloud deployment options, with Oracle Fusion Service excelling more in on-premises setups and Oracle CX Sales focusing on public and hybrid cloud deployments. Customer service ratings are relatively high for both, but Oracle Fusion Service could benefit from improved response times.
Pricing and ROI: Oracle Fusion Service has higher licensing fees, which can be restrictive for smaller companies, but offers flexible pricing models impacting ROI positively through reduced HR costs. Oracle CX Sales is viewed as expensive compared to competitors, yet provides strong functionality and security. Its ROI is driven by customer experience and reduced contact costs, but needs further measurement.
| Product | Market Share (%) |
|---|---|
| Oracle Fusion Service | 1.0% |
| Oracle CX Sales | 0.9% |
| Other | 98.1% |
| Company Size | Count |
|---|---|
| Small Business | 1 |
| Midsize Enterprise | 2 |
| Large Enterprise | 12 |
| Company Size | Count |
|---|---|
| Small Business | 9 |
| Midsize Enterprise | 6 |
| Large Enterprise | 22 |
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.
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