Oracle Fusion Service vs Pega Customer Service comparison

Oracle and Pega are both solutions in the CRM category. Oracle is ranked #11 with an average rating of 8.1, while Pega is ranked #30 with an average rating of 8.5. Oracle holds a 1.5% mindshare in CRM, compared to Pega’s 0.3% 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 33 Oracle Fusion Service reviews

1,057 Views
655 Comparison Views

91% willing to recommend

Pega Customer Service

Read 5 Pega Customer Service reviews

206 Views
187 Comparison Views

100% willing to recommend

Oracle Fusion Service

Pega Customer Service

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Oracle Fusion Service and Pega Customer Service are competitive solutions in customer service management. Pega Customer Service has the upper hand due to its robust feature set, justifying its pricing.

Features: Oracle Fusion Service integrates well with other systems, enhancing decision-making and operational efficiency through advanced analytics. It offers sophisticated planning engines and is cloud-based for easy access globally. It also supports seamless integration with external solutions via extensive APIs. Pega Customer Service is known for AI-driven case management, facilitating intelligent decision-making. It supports seamless omnichannel communication and offers customizable modular architecture, providing comprehensive automation features that enhance user interaction.

Room for Improvement: Oracle Fusion Service could improve its intuitive user experience, lowering the learning curve for new users. It may benefit from more enhanced automation features in its analytics module and better customization options. Pega Customer Service could expand its integration capabilities with external systems, broaden user training resources for its complex features, and enhance the initial setup to optimize deployment times.

Ease of Deployment and Customer Service: Oracle Fusion Service offers a cloud-based deployment model that is straightforward and integrates easily with existing systems, supported by attentive customer service. Pega Customer Service provides a cloud-based delivery with a focus on dynamic case management and modular architecture, allowing significant adaptability and customization. Its strength lies in adaptability, with flexible support during implementation.

Pricing and ROI: Oracle Fusion Service is considered budget-friendly with competitive initial setup costs, providing solid ROI through scalable solutions. Pega Customer Service, while having higher upfront costs, is acknowledged for delivering higher long-term ROI due to its extensive features and enhanced functionalities, which optimize customer service processes significantly.

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

Buyer's Guide

Oracle Fusion Service vs. Pega Customer Service

July 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

11th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), Marketing Management (7th)

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of Oracle Fusion Service is 1.5%, up from 1.4% compared to the previous year. The mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

MahaboobPasha

Solutions Architect at Western Digital

Integration enhances efficiency with good ERP Fusion Console that helps with centralization

When it comes to ERP Cloud, performance has always been an issue, especially when calling an API or a VIP publisher. I experience timeouts, which Oracle needs to improve. There have been many service requests around this, particularly last year. Although progress has been made, performance is still a concern for me. When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them. Enhanced performance is something that I would be interested in.

Read full review

reviewer4848291

Global Head of Digital, Process Automation at a computer software company with 51-200 employees

Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences

1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.

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

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

"Stable and scalable with good technical support."

"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."

"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."

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

"Oracle Service Cloud could improve the integration for older platforms."

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

"The most valuable feature of the solution is that customers can easily understand it."

More Oracle Fusion Service pros

"Pega Customer Service is scalable."

"The most valuable feature of the solution is case management and different configurations."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"The product is scalable. It works efficiently for changing existing features."

Cons

"Oracle Service Cloud could improve the integration for older platforms."

"The user interface and user experience (UI/UX) need significant improvement, especially in the older on-premises versions."

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

"I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

"One suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback."

"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."

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

More Oracle Fusion Service cons

"Pega JVM function needs to be improved."

"The product's pricing needs improvement."

"The licensing cost could also be improved."

"The only concern I have seen about the product is its prices."

Pricing and Cost Advice

"The product has average pricing."

"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."

"Oracle Fusion Service is a cheap and flexible solution."

"The tool is reasonably priced."

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

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

"The tool's pricing is flexible, and I rate it four to five out of ten."

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

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Top Industries

By visitors reading reviews

Manufacturing Company

14%

Financial Services Firm

11%

Healthcare Company

Computer Software Company

Financial Services Firm

38%

Computer Software Company

20%

Non Profit

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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?

I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities.

See all answers

What is your primary use case for Oracle Service Cloud?

I mainly use the solution for RTCRN.

See all answers

What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

See all answers

What is your experience regarding pricing and costs for Pega Customer Service?

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

See all answers

What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

See all answers

Comparisons

Siebel CRM vs Oracle Fusion Service

Compared 21% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 16% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 10% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 9% of the time

Microsoft Dynamics CRM vs Oracle Fusion Service

Compared 8% of the time

More Oracle Fusion Service Competitors

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

More Pega Customer Service Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

August 2025

Download Oracle Fusion Service product report

Buyer's Guide

CRM

August 2025

Download Pega Customer Service product report

Also Known As

Oracle Service Cloud, Oracle RightNow

No data 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.

Oracle

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

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.

Information Not Available

Buyer's Guide

Oracle Fusion Service vs. Pega Customer Service

July 2025

Free Report: Oracle Fusion Service vs. Pega Customer Service

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

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