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."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"Everything is managed by Oracle, so they have security in place."
"The service management features are valuable."
"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."
"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."
"Oracle Service Cloud could improve the integration for older platforms."
"The most valuable feature of the solution is that customers can easily understand it."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It is a scalable solution."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"Zendesk Support has a lot of good APIs."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The user experience has to be much better."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product."
"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."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation."
"Oracle Service Cloud could improve the integration for older platforms."
"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 needs to improve in terms of its flexibility, price, and installation."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"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."
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.
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