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Oracle Fusion Service vs Zoho Desk comparison

Oracle and Zoho are both solutions in the CRM Customer Engagement Centers category. Oracle is ranked #3 with an average rating of 8.3, while Zoho is ranked #6 with an average rating of 8.3. Oracle holds a 7.7% mindshare in CCEC, compared to Zoho’s 1.5% 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
  • 388 Views
  • 164 Comparison Views
91% willing to recommend
Zoho Desk
Read 21 Zoho Desk reviews
  • 70 Views
  • 41 Comparison Views
90% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Oracle Fusion Service and Zoho Desk 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.

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To learn more, read our detailed Oracle Fusion Service vs. Zoho Desk Report (Updated: April 2025).
Buyer's Guide
Oracle Fusion Service vs. Zoho Desk
April 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
6.8
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.
For more quotes and insights, download the Zoho Desk report
 

Customer Service

Sentiment score
7.6
Oracle Fusion Service's customer support is knowledgeable but slow, with service rated 7-9/10 and regional disparities noted.
Sentiment score
7.5
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.
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.
the experience was satisfactory
For more quotes and insights, download the Zoho Desk report
MahaboobPasha - PeerSpot reviewer
JJ
Nishant Pofale - PeerSpot reviewer
 

Scalability Issues

Sentiment score
8.2
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.
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
8.1
Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.
 

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.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
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.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
For more quotes and insights, download the Zoho Desk report
Prasan Edirisinghe - PeerSpot reviewerMahaboobPasha - PeerSpot reviewer
JJ
Nishant Pofale - PeerSpot reviewer
 

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.
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.
The price point is a concern.
For more quotes and insights, download the Zoho Desk report
MahaboobPasha - PeerSpot reviewer
JJ
Nishant Pofale - PeerSpot reviewer
 

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.
There is also a focus on maintaining efficiency, and it is a significant time saver.
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.
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.
For more quotes and insights, download the Zoho Desk report
MahaboobPasha - PeerSpot reviewerPrasan Edirisinghe - PeerSpot reviewerNishant Pofale - PeerSpot reviewer
JJ
 

Categories and Ranking

Oracle Fusion Service
Ranking in CRM Customer Engagement Centers
3rd
Average Rating
8.6
Reviews Sentiment
7.2
Number of Reviews
33
Ranking in other categories
CRM (10th), Marketing Management (7th)
Zoho Desk
Ranking in CRM Customer Engagement Centers
6th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
21
Ranking in other categories
Help Desk Software (7th)
 

Mindshare comparison

As of May 2025, in the CRM Customer Engagement Centers category, the mindshare of Oracle Fusion Service is 7.7%, down from 7.8% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

MahaboobPasha - PeerSpot reviewer
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 - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Educational Organization
72%
Computer Software Company
4%
Financial Services Firm
3%
Manufacturing Company
3%
Educational Organization
54%
Computer Software Company
11%
Manufacturing Company
6%
Government
4%
 

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 price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.
See all answers
What needs improvement with Zoho Desk?
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
See all answers
 

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Compared 12% of the time
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Compared 11% of the time
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Compared 8% of the time
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Product Reports

Buyer's Guide
Oracle Fusion Service
April 2025
Oracle Fusion Service reportDownload Oracle Fusion Service product report
Buyer's Guide
Zoho Desk
April 2025
Zoho Desk reportDownload 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
April 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: April 2025.
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