Oracle Fusion Service vs Zoho Desk comparison

Oracle and Zoho are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #4 with an average rating of 8.3, while Zoho is ranked #6 with an average rating of 8.1. Oracle holds a 7.5% mindshare in CCEC, compared to Zoho’s 2.1% mindshare. Additionally, 91% of Oracle users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Oracle Fusion Service

Read 33 Oracle Fusion Service reviews

294 Views
161 Comparison Views

91% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

71 Views
39 Comparison Views

90% willing to recommend

Oracle Fusion Service

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Oracle Fusion Service and Zoho Desk compete in the customer service software category, offering tools to enhance customer interaction. Oracle Fusion Service has the upper hand in scalability and AI capabilities, while Zoho Desk excels in integrations and user-friendly operations.

Features: Oracle Fusion Service offers an integrated knowledge base, SLA management, and AI capabilities for efficient customer service. Zoho Desk is known for its robust ticketing system, effective chat functionalities, and seamless integration with social media platforms.

Room for Improvement: Oracle Fusion Service could enhance its customization of brand elements, UI intuitiveness, and B2B market support, along with improved documentation. Zoho Desk needs to improve IT service management integration, offer more alert customization, and address pricing for affordability.

Ease of Deployment and Customer Service: Oracle Fusion Service offers various cloud deployment models, including public and private clouds, alongside comprehensive technical support but needs quicker response times. Zoho Desk emphasizes flexibility and ease of use in its cloud solutions.

Pricing and ROI: Oracle Fusion Service is generally more expensive, offering a flexible pricing model that may escalate with extensive use, while Zoho Desk provides cost-effective subscriptions at a lower price point, appealing to smaller businesses.

To learn more, read our detailed Oracle Fusion Service vs. Zoho Desk Report (Updated: June 2025).

Buyer's Guide

Oracle Fusion Service vs. Zoho Desk

June 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:

ROI

Sentiment score

7.5

Oracle Fusion Service enhances customer experience, reduces costs, and offers substantial ROI, supported by integrated reporting and strong partnerships.

Sentiment score

7.8

Zoho Desk offers ROI through cost-control and analytics, but requires expertise for optimal configuration and effective use.

No quotes available

For more quotes and insights, download the Oracle Fusion Service report

The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Customer Service

Sentiment score

6.0

Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.

Sentiment score

4.3

Zoho Desk support is praised for its quick response and reliability, despite occasional technical comprehension issues.

Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

I find the response time in emails to be very good, and the solutions provided are simple.

JoseJunior3

Advisor at a tech services company with 11-50 employees

the experience was satisfactory

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Scalability Issues

Sentiment score

8.3

Oracle Fusion Service is highly scalable, supporting seamless expansion for all organization sizes with high user satisfaction ratings.

Sentiment score

8.0

Zoho Desk is scalable, efficient for any company size, with high reviews despite minor ticket handling issues.

Initially, we had ten ERPs, and I have added more since.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

No quotes available

For more quotes and insights, download the Zoho Desk report

Stability Issues

Sentiment score

8.1

Oracle Fusion Service is highly stable, supporting large-scale operations with minimal disruptions and proactive management of minor outages.

Sentiment score

8.2

Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.

No quotes available

For more quotes and insights, download the Oracle Fusion Service report

No quotes available

For more quotes and insights, download the Zoho Desk report

Room For Improvement

Oracle Fusion Service needs improvements in user experience, pricing, integration, performance, documentation, and modern functionalities for large enterprises.

Zoho Desk users desire better integration, enhanced features, improved support, and customizable modules while finding pricing high.

Simpler integration capabilities.

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.

JoseJunior3

Advisor at a tech services company with 11-50 employees

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Setup Cost

Oracle Fusion Service offers flexible pricing but can be costly for small businesses; efficient license management is essential.

Zoho Desk offers flexible subscription pricing, starting from $10 per user monthly, with variations based on package and region.

I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.

MahaboobPasha

Solutions Architect at Western Digital

For more quotes and insights, download the Oracle Fusion Service report

The pricing for each user is around $350, with penalties if not all users in a company are licensed.

JoseJunior3

Advisor at a tech services company with 11-50 employees

The price point is a concern.

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Valuable Features

Oracle Fusion Service enhances customer interaction and streamlines operations with omni-channel communication, integration, automation, and flexible customization.

Zoho Desk offers a user-friendly interface, customization, integration, automation, and mobile access for seamless multi-channel customer service.

The company has invested in ERP Cloud, and the seeded APIs and VIP features allow for customization using Groovy script.

MahaboobPasha

Solutions Architect at Western Digital

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

Prasan Edirisinghe

Associate Architect-Technology at Virtusa Global

For more quotes and insights, download the Oracle Fusion Service report

Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.

Nishant Pofale

Executive Director at Claim Genius

The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Categories and Ranking

Oracle Fusion Service

Ranking in CRM Customer Engagement Centers

4th

Average Rating

8.6

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM (10th), Marketing Management (7th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (8th)

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 7.5%, up from 7.4% compared to the previous year. The mindshare of Zoho Desk is 2.1%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

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

Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Read full review

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Top Industries

By visitors reading reviews

Educational Organization

49%

Financial Services Firm

Manufacturing Company

Computer Software Company

Educational Organization

32%

Computer Software Company

15%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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 Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

Comparisons

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Compared 22% of the time

Salesforce Service Cloud vs Oracle Fusion Service

Compared 17% of the time

Oracle CX Sales vs Oracle Fusion Service

Compared 12% of the time

Vertical Solutions VContactCenter vs Oracle Fusion Service

Compared 10% of the time

Odoo vs Oracle Fusion Service

Compared 9% of the time

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ServiceNow vs Zoho Desk

Compared 41% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 13% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

ConnectWise PSA vs Zoho Desk

Compared 7% of the time

JIRA Service Management vs Zoho Desk

Compared 6% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Oracle Fusion Service

June 2025

Download Oracle Fusion Service product report

Buyer's Guide

Zoho Desk

June 2025

Download Zoho Desk 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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

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.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Oracle Fusion Service vs. Zoho Desk

June 2025

Free Report: Oracle Fusion Service vs. Zoho Desk

Find out what your peers are saying about Oracle Fusion Service vs. Zoho Desk and other solutions. Updated: June 2025.

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