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."The solution is completely cloud-based and very easy to access from anywhere."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"The most valuable feature of the solution is that customers can easily understand it."
"Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities."
"Everything is managed by Oracle, so they have security in place."
"The product's deployment phase was easy."
"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."
"The case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The solution is very easy to use."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The solution’s reporting could be improved."
"Oracle Service Cloud could improve the integration for older platforms."
"The UI experience needs refinement to enhance user-friendliness."
"The vendor must provide a user-friendly mobile application."
"The product's option to upload payroll data doesn't work seamlessly."
"Lacks the ability to deploy custom code for customization."
"They should enable the data-driven streaming feature inside it."
"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"
"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."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI is lagging and needs to be improved."
Oracle Fusion Service is ranked 5th in CRM Customer Engagement Centers with 29 reviews while Pega CRM is ranked 6th 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.
