We performed a comparison between Oracle Fusion Service and Zendesk 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 changes the way clients work to make it easier and faster."
"The solution is completely cloud-based and very easy to access from anywhere."
"The service management features are valuable."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"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 product's most valuable feature is an efficient fusion of finance and HR modules."
"The most valuable feature of the solution is that customers can easily understand it."
"Oracle offers a wide range of applications, each capable of delivering significant value to our business."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It is a scalable solution."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's a very stable tool, very powerful."
"The stability has been very good."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The product's option to upload payroll data doesn't work 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."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The product must provide modules for operations management."
"The user experience has to be much better."
"The UI experience needs refinement to enhance user-friendliness."
"Lacks the ability to deploy custom code for customization."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The support team is time-consuming, and they don't find the answer to our problem."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The price of the solution should be reduced."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
Oracle Fusion Service is ranked 5th in CRM Customer Engagement Centers with 29 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Oracle Fusion Service is rated 8.6, while Zendesk is rated 8.2. 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 Zendesk writes "Straightforward, very transparent, and very well organized". Oracle Fusion Service is most compared with QuickBase, Siebel CRM, Oracle CX Sales, Salesforce Sales Cloud and Microsoft Dynamics CRM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Oracle Fusion Service vs. Zendesk 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.
