Oracle Fusion Service vs Pega CRM comparison

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401 views|184 comparisons
90% willing to recommend
Pega Logo
292 views|215 comparisons
100% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Oracle Fusion Service and Pega CRM based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Oracle Fusion Service vs. Pega CRM Report (Updated: May 2024).
772,017 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Oracle Fusion Service offers good efficiency.""It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes.""Oracle's strength lies in swiftly building and deploying enterprise applications globally.""The solution changes the way clients work to make it easier and faster.""Oracle offers a wide range of applications, each capable of delivering significant value to our business.""The most valuable feature of the solution is that a company can maintain all of its HR data without any issues.""The product's most valuable feature is an efficient fusion of finance and HR modules.""Everything is managed by Oracle, so they have security in place."

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"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly.""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.""It also reduces the duration per call, and it ensures a first time resolution of the issue.""The product's deployment phase was easy.""The solution is very easy to use.""We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors.""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."

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Cons
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better.""The product must provide modules for operations management.""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.""Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise.""The vendor must provide a user-friendly mobile application.""The product's initial setup phase was very difficult.""Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation.""The user experience has to be much better."

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"The solution has room for improvement around decisional and real-time data analysis.""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.""The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications.""Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model.""It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive.""There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo""The UI is lagging and needs to be improved."

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Pricing and Cost Advice
  • "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's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
  • "Oracle Fusion Service is more expensive than Workday."
  • "There are no extra licenses, everything is included in the subscription, and the price is fixed."
  • "The product has average pricing."
  • "Oracle Fusion Service is a cheap and flexible solution."
  • "The tool is reasonably priced."
  • More Oracle Fusion Service Pricing and Cost Advice →

  • "It is expensive."
  • "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."
  • "The pricing is on the higher side."
  • More Pega CRM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.
    Top Answer:We use the solution to create work orders and service request updates. It is an integration between the field service cloud and the service cloud.
    Top Answer:The product's deployment phase was easy.
    Top Answer: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… more »
    Top Answer: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 module… more »
    Ranking
    Views
    401
    Comparisons
    184
    Reviews
    14
    Average Words per Review
    383
    Rating
    8.3
    Views
    292
    Comparisons
    215
    Reviews
    9
    Average Words per Review
    723
    Rating
    8.0
    Comparisons
    Also Known As
    Oracle Service Cloud, Oracle RightNow
    Chordiant
    Learn More
    Pega
    Video Not Available
    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.
    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.
    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
    Top Industries
    REVIEWERS
    Marketing Services Firm13%
    Comms Service Provider13%
    Manufacturing Company7%
    Transportation Company7%
    VISITORS READING REVIEWS
    Educational Organization76%
    Financial Services Firm4%
    Computer Software Company3%
    Manufacturing Company3%
    VISITORS READING REVIEWS
    Financial Services Firm23%
    Computer Software Company16%
    Real Estate/Law Firm6%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business29%
    Midsize Enterprise19%
    Large Enterprise52%
    VISITORS READING REVIEWS
    Small Business6%
    Midsize Enterprise77%
    Large Enterprise16%
    REVIEWERS
    Midsize Enterprise20%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business19%
    Midsize Enterprise11%
    Large Enterprise70%
    Buyer's Guide
    Oracle Fusion Service vs. Pega CRM
    May 2024
    Find out what your peers are saying about Oracle Fusion Service vs. Pega CRM and other solutions. Updated: May 2024.
    772,017 professionals have used our research since 2012.

    Oracle Fusion Service is ranked 3rd in CRM Customer Engagement Centers with 30 reviews while Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews. Oracle Fusion Service is rated 8.6, while Pega CRM is rated 8.0. The top reviewer of Oracle Fusion Service writes "A reasonably stable and scalable tool to manage human resources, payroll, and expenses of a business". On the other hand, the top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Salesforce Sales Cloud and Genesys Cloud CX, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and Salesforce Sales Cloud. See our Oracle Fusion Service vs. Pega CRM report.

    See our list of best CRM Customer Engagement Centers vendors and best CRM vendors.

    We monitor all CRM Customer Engagement Centers 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.