Oracle Fusion Service vs Pega CRM comparison

Oracle and Pega are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #4 with an average rating of 8.2, while Pega is ranked #5 with an average rating of 7.6. Oracle holds a 6.3% mindshare in CCEC, compared to Pega’s 6.7% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

Oracle Fusion Service

Read 35 Oracle Fusion Service reviews

1,131 Views
283 Comparison Views

91% willing to recommend

Pega CRM

Read 10 Pega CRM reviews

927 Views
315 Comparison Views

100% willing to recommend

Oracle Fusion Service

Pega CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Oracle Fusion Service and Pega CRM are leading tools in the customer relationship management sector. Oracle Fusion Service has the upper hand due to its adaptability across diverse business environments, whereas Pega CRM excels in case management capabilities.

Features: Oracle Fusion Service offers an omni-channel suite, knowledge management, and sophisticated AI-enhanced planning engines. Pega CRM boasts robust out-of-the-box workflows, advanced case management features, and flexibility in handling complex processes.

Room for Improvement: Oracle Fusion Service could improve user-friendliness and enhance documentation for new users, and some modules need stabilization. Pega CRM faces challenges with high licensing costs and limited database-level customizations.

Ease of Deployment and Customer Service: Oracle Fusion Service provides flexible deployment across various cloud environments and is praised for good technical support, though customer service quality can vary. Pega CRM offers similar deployment options but is criticized for expensive licensing. Customer support is generally good, although response times and technical expertise could improve.

Pricing and ROI: Oracle Fusion Service has a flexible pricing model suited for larger organizations, offering strong ROI by tailoring to specific needs. Pega CRM's high price often drives businesses to more economical alternatives unless enterprise-level features are required, yet both products deliver ROI through efficiency and cost savings.

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

Buyer's Guide

Oracle Fusion Service vs. Pega CRM

September 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 Fusion Service

Ranking in CRM Customer Engagement Centers

4th

Ranking in CRM

12th

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Marketing Management (7th)

Pega CRM

Ranking in CRM Customer Engagement Centers

5th

Ranking in CRM

16th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 6.3%, up from 5.4% compared to the previous year. The mindshare of Pega CRM is 6.7%, down from 8.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Oracle Fusion Service	6.3%
Pega CRM	6.7%
Other	87.0%

CRM Customer Engagement Centers

Featured Reviews

Dhivakar I

Consultant at Deloitte

Have faced persistent configuration issues and performance delays that slow down large workflows

From a developer's perspective, it could be more open for programming language configurations. It is currently restricted to Groovy scripting. While UI and UX designs are open to JavaScript configurations, there are restrictions on certain functions that can be used. The solution could be enhanced to better serve customers when dealing with complex programs. The customer's websites face issues with loading properly, and response time gets longer when implementing larger workflows. This could be improved to achieve lower response times even with larger workflows involving multiple system integrations and complex architecture. The agent decay capabilities need improvement in future releases. Currently, there are some agent decay configurations available for developers to implement, but this area needs enhancement. Performance issues exist in the Sandbox area. The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up. This has caused significant rework and effort multiple times. Technical support can be challenging to work with. When facing product-related issues or configuration problems, the support experience varies. Sometimes the technical support is knowledgeable and helpful, but often they redirect problems elsewhere and cause delays in resolution.

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Srinivas Ganisetti

AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees

Case management feature is valuable but the pricing is expensive

I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.

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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

"I've seen positive impact from using Oracle Fusion Service, especially for HCM, where there's been a revolution from E-Business to Fusion; it's completely different."

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

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

"Oracle's strength lies in swiftly building and deploying enterprise applications globally."

"The solution is completely cloud-based and very easy to access from anywhere."

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

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

"Multichannel communication can be enabled utilizing Oracle Fusion Service, including chatbots and AI chatbots."

More Oracle Fusion Service pros

"It also reduces the duration per call, and it ensures a first time resolution of the issue."

"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."

"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."

"The solution is very easy to use."

"The case management feature is really valuable."

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."

More Pega CRM pros

Cons

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

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

"Lacks the ability to deploy custom code for customization."

"Oracle Fusion Service has many challenges, as it's not easy in customization and for adding features; there's no access for the database directly."

"The product's option to upload payroll data doesn't work seamlessly."

"The product's initial setup phase was very difficult."

"The solution’s reporting could be improved."

"The Sandbox is a trial area for configurations, but if work continues for a long time without publishing, it tends to get corrupted, requiring deletion and rework from the ground up."

More Oracle Fusion Service cons

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The solution has room for improvement around decisional and real-time data analysis."

"The UI is lagging and needs to be improved."

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"They should enable the data-driven streaming feature inside it."

"The UI should be improved."

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."

More Pega CRM cons

Pricing and Cost Advice

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

"The tool is reasonably priced."

"The product has average pricing."

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

"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."

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

"It is expensive."

"The pricing is on the higher side."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Healthcare Company

Financial Services Firm

Computer Software Company

Financial Services Firm

25%

Computer Software Company

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	6
Large Enterprise	22

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

Questions from the Community

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?

See all answers

What is your primary use case for Oracle Service Cloud?

I have been working on implementing Oracle Fusion Service to mainly higher education industry clients and one banking client. Before that, I was working with financial services-based solutions for ...

See all answers

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any datab...

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 14% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 11% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 9% of the time

Salesforce Sales Cloud vs Oracle Fusion Service

Compared 8% of the time

Oracle CRM vs Oracle Fusion Service

Compared 5% of the time

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Microsoft Dynamics CRM vs Pega CRM

Compared 20% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 16% of the time

Salesforce Service Cloud vs Pega CRM

Compared 15% of the time

Siebel CRM vs Pega CRM

Compared 14% of the time

Zendesk vs Pega CRM

Compared 6% of the time

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Product Reports

Buyer's Guide

Oracle Fusion Service

October 2025

Download Oracle Fusion Service product report

Buyer's Guide

Pega CRM

October 2025

Download Pega CRM product report

Also Known As

Oracle Service Cloud, Oracle RightNow

Chordiant

Overview

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

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

Sample Customers

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.

The State of Maine, Aegis, Aegon, AIG Japan, ING

Buyer's Guide

Oracle Fusion Service vs. Pega CRM

September 2025

Free Report: Oracle Fusion Service vs. Pega CRM

Find out what your peers are saying about Oracle Fusion Service vs. Pega CRM and other solutions. Updated: September 2025.

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