Oracle CX Sales vs Zendesk comparison

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Oracle CX Sales

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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 2025).

Oracle CX Sales vs. Zendesk

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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

15th

Ranking in Sales Force Automation

5th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Opportunity Management (6th)

Zendesk

Ranking in CRM

20th

Ranking in Sales Force Automation

7th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

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 Zendesk is 1.4%, down from 1.4% 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.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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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."

"The lead and opportunity management features are valuable."

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

"It covers sales very well."

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

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

"The solution integrates well."

"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."

More Oracle CX Sales pros

"Zendesk Support has a lot of good APIs."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"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."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The stability has been very good."

"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"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."

"We rarely had issues with Zendesk."

More Zendesk pros

Cons

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

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

"Support is very poor."

"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."

"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."

"The tool must allow developers to check logs."

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

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

More Oracle CX Sales cons

"The solution itself wasn't easy to set up."

"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."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

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

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"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."

More Zendesk cons

Pricing and Cost Advice

"The product is pricey."

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

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

"The price is reasonable."

"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 very competitive."

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

"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."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Government

14%

Manufacturing Company

14%

Financial Services Firm

Computer Software Company

24%

Educational Organization

11%

Financial Services Firm

University

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.

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 do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

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

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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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 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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

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