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Oracle OBIEE vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 4, 2025

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
6.9
Oracle OBIEE boosts reporting speed and decision-making despite some ROI challenges and enhances financial outcomes with WebLogic setups.
Sentiment score
6.7
Zendesk enhances organizational efficiency and productivity, reducing costs despite licensing fees, with varied but significant financial benefits.
 

Customer Service

Sentiment score
5.8
Oracle OBIEE's customer service is mixed, with prompt responses but inconsistent resolution quality and frequent upgrade suggestions.
Sentiment score
6.3
Zendesk excels in responsiveness and issue resolution, though reliance on documentation may delay human support replies.
The tendency to route users to sales personnel with limited technical expertise detracts from the support experience.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
 

Scalability Issues

Sentiment score
6.9
Oracle OBIEE is scalable and versatile for enterprises, but complexity and infrastructure dependency can lead to performance issues.
Sentiment score
7.4
Zendesk scales well for various team sizes; praised for customization, integration, though challenges include data backup and departmental customization.
While Oracle OBIEE is scalable, it is more of a niche product designed to work specifically with Oracle systems.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
 

Stability Issues

Sentiment score
6.7
Oracle OBIEE is stable but needs proper configuration and infrastructure for high user concurrency and optimal performance.
Sentiment score
7.7
Zendesk is stable and reliable, despite occasional outages, making it ideal for small businesses and startups globally.
 

Room For Improvement

Oracle OBIEE is hindered by outdated visuals, complex usability, performance issues, and high costs, requiring enhancements and better support.
Zendesk users face challenges with interface clumsiness, slow performance, customization, integration, and pricing, affecting overall usability and efficiency.
Oracle OBIEE has a steep learning curve compared to tools like SQL Server or Power BI.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
 

Setup Cost

Oracle OBIEE's high cost and complex licensing can be offset by customizations and negotiated discounts for large-scale use.
Zendesk pricing varies, perceived as high, but offers value and flexibility; negotiation advised for larger teams to optimize costs.
Oracle OBIEE is quite expensive, especially when compared to Microsoft's solutions.
It is not the cheapest solution nor the most expensive, but it provides value for money.
 

Valuable Features

Oracle OBIEE offers interactive dashboards, data visualization, secure data merging, and cloud-based architecture for advanced analytics and mobile access.
Zendesk offers user-friendly integration, robust features, and valuable tools, enhancing efficiency and streamlining customer support processes effectively.
A valuable feature of Oracle OBIEE is its ability to automate some tasks, such as invoice analysis, saving a significant amount of clerical work.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
 

Categories and Ranking

Oracle OBIEE
Ranking in Reporting
4th
Average Rating
7.8
Reviews Sentiment
6.4
Number of Reviews
158
Ranking in other categories
BI (Business Intelligence) Tools (6th)
Zendesk
Ranking in Reporting
19th
Average Rating
8.2
Reviews Sentiment
6.7
Number of Reviews
61
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (24th), Help Desk Software (11th), IT Service Management (ITSM) (11th), Sales Force Automation (11th), Knowledge Management Software (4th), Community Platforms (3rd)
 

Mindshare comparison

As of August 2025, in the Reporting category, the mindshare of Oracle OBIEE is 4.8%, down from 6.1% compared to the previous year. The mindshare of Zendesk is 0.4%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Reporting
 

Featured Reviews

Ashok Bhadra - PeerSpot reviewer
Though comprehensive, it is expensive
The solution's most valuable feature is that it is a very comprehensive tool. Oracle OBIEE is a really robust tool for a very large enterprise implementation. Its features in terms of physical data model to logical data model building are all really robust. Though somebody else had developed the tool for the client for whom I used the tool, it was very well done. The data modeling was very well done, and it depends on the person who is executing it, as I hadn't developed it. I had just enhanced it. I had seen whatever my role was, but somebody had initially developed it. It was developed very well. It has a fantastic feature of documenting. When you work with many clients, you see the documentation is always missing, and you end up taking up some other vendor's job. It is usually very hard to figure out technically what was done, what was not done, and where the data is, so the data dictionaries are not up to date, and information documentation is always very poor. Oracle OBIEE has a built-in feature where you can actually create entire documentation of all the data elements and how they are linked, and it throws out HTML documents that are all interlinked, so if you have an entire directory structure, it helps create the document. You can find out which logical model links to which physical table, and it is very easy to identify. There are multiple combinations if you want to identify one particular table and how many models are involved. You just need to click a hyperlink click, and it gives you all the information. If somebody has made any enhancements, you can just regenerate the document as there is a component of the tool that generates the documentation automatically, which is brilliant, I think.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.
report
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865,484 professionals have used our research since 2012.
 

Comparison Review

it_user79932 - PeerSpot reviewer
Feb 4, 2015
Comparison of SAP BO, Tableau, QlikView, Cognos, Microsoft, OBIEE and Pentaho
1. SAP BO/BI Enterprise scalability Security Ease of use Semantic layer 2. Tableau Visualization Data discovery Turnaround time 3. IBM Cognos Enterprise scalability Security In-memory feature 4. MS BI - Flexibility 5. Pentaho - Open source but still enterprise grade 6. QlikView Data…
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Government
12%
Computer Software Company
8%
Manufacturing Company
7%
Computer Software Company
22%
Manufacturing Company
7%
Educational Organization
6%
Performing Arts
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

How does Oracle OBIEE compare with Microsoft BI?
Oracle OBIEE is great in allowing design and creativity per the individual needs of the organization. Dashboards are fully customizable and very user-friendly. This solution is very stable. Oracle ...
Which Oracle product is better - OBIEE or Analytics Cloud?
Oracle OBIEE is designed to be relatively easy to set up and has a helpful customer support staff at the ready to assist customers. These are two attributes that make this system quite valuable. OB...
What do you like most about Oracle OBIEE?
The most valuable feature of Oracle OBIEE is its ability to handle large volumes of data and provide traditional BI functionalities that developers can easily understand.
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
What is your experience regarding pricing and costs for Zendesk Support?
Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.
What needs improvement with Zendesk Support?
There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...
 

Also Known As

OBIEE, Oracle Business Intelligence Enterprise Edition, Oracle BI, Oracle BI EE 11g
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

Banca Transilvania, BeckmanCoulter, Hong Kong Housing Society, HealthShare, Ivanhoe Cambridge Unifies, and Home Credit, and Finance Bank.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Oracle OBIEE vs. Zendesk and other solutions. Updated: July 2025.
865,484 professionals have used our research since 2012.