Oracle CX Sales vs Zendesk comparison

Read 68 Zendesk reviews

11,044 Views
3,203 Comparison Views

91% willing to recommend

Oracle CX Sales

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 19, 2024

Oracle CX Sales and Zendesk are competing in the CRM domain, with Oracle CX Sales gaining an edge in robust customization and integration capabilities, while Zendesk is noted for its intuitive design, simplifying customer interactions.

Features: Oracle CX Sales stands out with its advanced analytics, customization options, and comprehensive sales dashboards, catering to larger enterprises. Its integration with various business applications and a wide array of APIs enhances its adaptability. Zendesk excels with its efficient ticket management, multi-channel support, and a user-friendly interface that requires minimal setup, appealing to small and medium-sized enterprises. Additional features include flexible reporting tools and seamless integration options.

Room for Improvement: Oracle CX Sales could enhance its user interface to simplify the user experience. Improvement in deployment speed and reducing complexity could attract a wider range of businesses. Additionally, expanding mobile functionalities would benefit its globally mobile workforce. Zendesk could expand its reporting capabilities and customization options to better suit complex enterprise needs. Increasing the depth of its analytics can enhance its value proposition. It could also focus on developing a broader integration landscape beyond its current offerings.

Ease of Deployment and Customer Service: Oracle CX Sales involves a detailed deployment process due to its complex features, but offers solid customer support known for solving problems effectively. Zendesk's deployment is straightforward and fast, providing easy integration with its responsive customer service, ensuring quick resolution and efficient assistance.

Pricing and ROI: Oracle CX Sales incurs higher initial setup costs attributed to its extensive features, offering significant ROI for enterprises using its full potential. Zendesk, with a more cost-effective initiation, yields substantial ROI for businesses valuing streamlined customer support, reflecting the differences in resource allocation relative to client investment and expected returns.

To learn more, read our detailed Oracle CX Sales vs. Zendesk Report (Updated: April 2026).

Oracle CX Sales vs. Zendesk

Download the complete report

Helped 893,311 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

17th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Opportunity Management (9th), Sales Force Automation (5th)

Zendesk

Ranking in CRM

9th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (3rd), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (11th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)

Mindshare comparison

As of May 2026, in the CRM category, the mindshare of Oracle CX Sales is 1.1%, down from 2.7% compared to the previous year. The mindshare of Zendesk is 1.4%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
Zendesk	1.4%
Oracle CX Sales	1.1%
Other	97.5%

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

AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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

"the Oracle CX Sales Eloqua module is very useful."

"The lead and opportunity management features are valuable."

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

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

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

"The main purpose of Oracle CX Sales is to calculate the ROI, and if you have a clear understanding of what is the best ROI per campaign, you are going to invest in the right place and avoid spending with zero or low ROI."

"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."

"Oracle CX Sales can be used for customer orders and the entire customer journey."

More Oracle CX Sales pros

"This is one of the better solutions on the market for SMBs."

"If you are looking for a simple ticketing system that anyone can understand and implement (support personnel who is not tech-savvy) then this is the one."

"Zendesk is a great product for managing and maintaining requests from users."

"It's a very stable tool, very powerful."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"It works really well, is very seamless, and is very good software."

"The initial setup was incredibly simple: choose your integration method, set up your fields and workflow, and it’s running."

"All companies with high standards should use Zendesk because it's a reliable tool, constantly improving the old features and also bringing new ones on the market, in accordance to their customers’ needs."

More Zendesk pros

Cons

"The initial setup of Oracle CX Sales is very complex."

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

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

"The performance is bad."

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

"Support is very poor."

"A lot of fields seem redundant or you have to re-enter information that you previously entered elsewhere."

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

More Oracle CX Sales cons

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"For smaller environments, some type of tutorial or walkthrough would be helpful for first time users."

"When we used this solution for sales it turned out to be very poor."

"There are various aspects of this product that need improvement such as its flexibility, price, and installation."

"The price of the solution should be reduced."

"Reporting by Tags – this is not as effective as allowing reps to disposition tickets themselves."

"Recently they have been under some stability issues, but they do have @ZendeskOps to keep us posted on Twitter when they have issues."

More Zendesk cons

Pricing and Cost Advice

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

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

"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 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 price is reasonable."

"The product is pricey."

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

"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."

"From what I hear, Zendesk's pricing is a little expensive."

"The price is very competitive."

"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."

"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."

"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."

See which vendors are best for you

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

See recommendations

893,311 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Construction Company

15%

Financial Services Firm

10%

Manufacturing Company

Comms Service Provider

Financial Services Firm

Construction Company

Manufacturing Company

Outsourcing 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	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

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.

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...

What is your primary use case for Oracle CX Sales?

We use Oracle CX Sales for our sales functions, including generating leads, managing campaigns, creating opportunities, and creating quotes. We also use the document management system to upload con...

What is your experience regarding pricing and costs for Zendesk Support?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

What is your primary use case for Zendesk Support?

I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer tickets. Whenever a customer has issues or questions about our product, they email...

Salesforce Sales Cloud vs Oracle CX Sales

Comparisons

Compared 17% of the time

Microsoft Dynamics CRM vs Oracle CX Sales

Compared 12% of the time

Oracle Fusion Service vs Oracle CX Sales

Compared 8% of the time

Wakeupsales CRM vs Oracle CX Sales

Compared 7% of the time

More Oracle CX Sales Competitors

ServiceNow vs Zendesk

Compared 11% of the time

JIRA Service Management vs Zendesk

Compared 5% of the time

Freshservice vs Zendesk

Compared 5% of the time

Freshdesk vs Zendesk

Compared 3% of the time

BMC Helix ITSM vs Zendesk

Compared 2% of the time

More Zendesk Competitors

Product Reports

Oracle CX Sales

Download Oracle CX Sales product report

Download Zendesk product report

Also Known As

Oracle Sales Cloud

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Oracle CX Sales offers mobile-enabled lead and opportunity management, integrating seamlessly with sales processes. It provides robust analytics and intuitive access to customer data, ensuring efficiency for sales reps and managers.

Oracle CX Sales is a comprehensive platform designed to streamline sales and customer management processes. With tools for handling leads, opportunities, and data management, it enhances workflow efficiency through customizable and industry-specific features. Integrating across marketing and post-sales phases, Oracle CX Sales ensures seamless data flow, supported by a stable system architecture. Sales teams have intuitive access to projects and reports through an easy-to-use interface, allowing them to manage customer orders, track sales calls, and handle online campaigns efficiently.

What are the key features of Oracle CX Sales?

Lead and Opportunity Management: Streamlines management of leads and opportunities for better sales tracking.
Mobile Functionality: Access vital sales tools anytime, anywhere.
Analytics and Forecasting: Provides insights and predictions to guide sales strategies.
Customer Data Management: Centralizes customer information for easy access and use.
Integration Capabilities: Ensures seamless connectivity with other systems and tools.

What benefits or ROI can users find in reviews?

Workflow Efficiency: Boosts sales productivity by optimizing processes.
Customization Options: Tailors features to meet specific business needs.
Responsive Support: Offers reliable support to address user needs and issues.
Scalability: Grows alongside business expansion without compromising performance.

In industries like retail and manufacturing, Oracle CX Sales is implemented to manage customer relations and streamline complex sales processes. Retailers utilize it for campaign management and ROI calculations, while manufacturers rely on its integration capabilities to unify customer data and sales operations.

Oracle

Zendesk provides a versatile platform for managing customer interactions, offering efficient ticketing, customization, and integration features across multiple channels to enhance user experiences.

Zendesk stands out for its simplicity, ease of use, and comprehensive integration capabilities with CRM tools, which help optimize workflow efficiency. Users benefit from advanced analytics and reporting features that offer valuable insights into customer behavior. Multi-channel support and self-service portals are integral components, enhancing customer interaction experiences. While security protocols and flexible configurations contribute to its broad appeal, areas for improvement include more intuitive reporting, advanced customization of triggers and automations, and enhancements in knowledge management. Users express the need for better ticket management functionalities, efficient data synchronization, and refined interface aesthetics. Performance can be impacted by extensive customization, and there’s a call for competitive pricing and simplified licensing options.

What are Zendesk's most important features?

Simplicity and Ease of Use - Facilitates smooth onboarding and daily operations.
Integration Capabilities - Seamlessly integrates with CRM tools to enhance workflows.
Analytics and Reporting - Provides insights into customer behavior and operational efficiency.
Multi-Channel Support - Manages customer interactions across various channels.
Self-Service Portals - Empowers users to access information and solve issues independently.
Security and Flexibility - Offers strong security protocols and flexible configuration options.

What benefits and ROI should users look for in reviews?

Increased Productivity - Streamlines processes to boost team efficiency.
Enhanced Customer Experience - Multi-channel support and self-service options improve interactions.
Insightful Data Analysis - Superior reporting features offer valuable business insights.
Improved Workflow - Integrates seamlessly with existing tools to optimize operations.

Zendesk is extensively applied across sectors for customer support management and technical issue resolution. In HR or IT settings, it facilitates internal requests and knowledge base creation. Organizations leverage Zendesk's integration with collaboration tools like Slack and Jira, automating workflows and delivering detailed analytics, which are particularly useful for multinational operations handling queries in different languages and brands.

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.

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Oracle CX Sales vs. Zendesk