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Oracle Fusion Service Reviews

Vendor: Oracle
4.3 out of 5
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What is Oracle Fusion Service?

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.
Get the Oracle Fusion Service Buyer's Guide and find out what your peers are saying about Oracle Fusion Service, Microsoft Dynamics CRM, monday.com for Enterprise and more!
Oracle Fusion Service is the #4 ranked solution in top CRM Customer Engagement Centers, #7 ranked solution in top Marketing Management solutions, and #11 ranked solution in top CRM solutions. PeerSpot users give Oracle Fusion Service an average rating of 8.6 out of 10. Oracle Fusion Service is most commonly compared to Microsoft Dynamics CRM: Oracle Fusion Service vs Microsoft Dynamics CRM. Oracle Fusion Service is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a manufacturing company, accounting for 14% of all views.
Buyer's Guide
Oracle Fusion Service
August 2025
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Oracle Fusion Service mindshare

Product category:
CRM
As of August 2025, the mindshare of Oracle Fusion Service in the CRM category stands at 1.5%, up from 1.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Oracle Fusion Service1.5%
Microsoft Dynamics CRM9.9%
SAP CRM9.1%
Other79.5%
CRM

PeerResearch reports based on Oracle Fusion Service reviews

TypeTitleDate
CategoryCRMAug 27, 2025Download
ProductReviews, tips, and advice from real usersAug 27, 2025Download
ComparisonOracle Fusion Service vs Microsoft Dynamics CRMAug 27, 2025Download
ComparisonOracle Fusion Service vs Salesforce Sales CloudAug 27, 2025Download
ComparisonOracle Fusion Service vs SAP CRMAug 27, 2025Download
Suggested products
TitleRatingMindshareRecommending
Microsoft Dynamics CRM3.99.9%93%79 interviewsAdd to research
monday.com for Enterprise4.73.5%98%227 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Oracle Fusion Service offers omni-channel communication, seamless scalability, and efficient incident management. Its standout features like the Knowledge Base, Chat, and Smart Assistant enhance customer interactions. Advanced reporting tools, AI capabilities, and integration with APIs provide flexibility and efficiency. Users appreciate the centralization of HR and finance modules, intuitive interface, and rapid deployment. Its global accessibility and adaptive nature cater to various business needs, offering value through customizability and effective transaction management.
  • "I find the ERP Fusion Console valuable since it centralizes all the modules like order management."
  • "There is a focus on maintaining efficiency, and it is a significant time saver."
  • "There is also a focus on maintaining efficiency, and it is a significant time saver."

Room for Improvement

Oracle Fusion Service requires improvements in B2B customization, user interface navigation, integration, and support. The branding and mobile interface need enhancements alongside chat management and approval visibility. Users find challenges in documentation and reporting. Addressing these gaps, especially in older versions, along with enhancing AI and personalization features may enhance user experience. Pricing and licensing also require attention, particularly during currency disruptions.
  • "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."
  • "I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."
  • "I would like to see more AI usage, enhanced personalization capabilities, and simpler integration capabilities."

ROI

Organizations using Oracle Fusion Service benefit from tailored solutions that lead to improved customer experiences and loyalty. Many report significant reductions in contact cost, time savings, and HR expenses. There is flexibility in payments for specific needs, contributing to a positive return. Some entities observe a 30% customer pay increase for enhanced experiences and highlight efficiency. While several haven't measured exact metrics, many note increased efficiency and support in achieving goals with a strong return on investment.

Pricing

Oracle Fusion Service pricing is considered high, with licensing fees rated around eight out of ten. The subscription model includes all features without extra fees. Costs vary by usage, user type, and chosen modules, though users find named-user licenses cheaper. Non-contact center licenses are cost-effective for sporadic users. While viewed as an expensive product compared to competitors, its flexible pricing caters to organizational requirements. Many would suggest consulting Oracle for detailed pricing tailored to specific needs.
  • "The tool is reasonably priced."
  • "Oracle Fusion Service is a cheap and flexible solution."
  • "The product has average pricing."

Popular Use Cases

Organizations primarily use Oracle Fusion Service for managing diverse customer support and transactional processes including knowledge management, omnichannel customer interactions, call center operations, and supply chain management. Additional uses span from financial and HR modules to workflow and field force management. Users leverage its capabilities for ERP systems integration, facilitating global operations without significant infrastructure investments and enhancing efficiency in purchase requisitions, customer experience, and comprehensive resource management.

Service and Support

Oracle Fusion Service customer service is rated well, yet experiences turnover among managers affecting consistency. They show improvements, though response times can lag. Customer success managers are helpful navigators. Technical support receives high marks for knowledge, responsiveness, and ability to escalate when needed, though issues with response time persist. Access to specialists is important to users, and partners provide good services. Users appreciate the Oracle Service Cloud portal. There is a need for more skilled staff in some locations.

Deployment

Oracle Fusion Service's initial setup is typically straightforward, especially compared to other CRM systems. While some organizations find it complex due to integration needs or specific business processes, many find it easy to install. Customizations can add complexity, but experienced teams can handle these adjustments efficiently. Deployment can vary in duration, often taking a few weeks. Cloud-based nature simplifies installation, yet skilled technical personnel are essential for large-scale implementations.

Scalability

Oracle Fusion Service is described as highly scalable, with users ranging from small to large enterprises adding thousands of users with ease. Organizations have successfully expanded its use across multiple countries and divisions. It supports substantial user growth and provides reliable functionality. Many rate its scalability capabilities highly, indicating efficient handling of increased demands. With its cloud offering, users find it straightforward to scale, accommodating expanding user bases and project needs seamlessly.

Stability

Oracle Fusion Service is consistently rated highly for stability, often scoring nine out of ten. Users report a stable experience even with large-scale operations, although minor outages do occur. These are promptly managed with effective communication during incidents. Stability issues are rare, and improvements are continuously implemented. The system handles scheduled maintenance efficiently, with downtime under 30 seconds typically. Organizations have confidence in its stability, finding it robust and reliable for their needs.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Oracle Fusion Service Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company SizeCount
Small Business8
Midsize Enterprise5
Large Enterprise14
By reviewers
By visitors reading reviews
Company SizeCount
Small Business25
Midsize Enterprise21
Large Enterprise91
By visitors reading reviews

Top industries

By visitors reading reviews
Manufacturing Company
14%
Financial Services Firm
11%
Healthcare Company
8%
Computer Software Company
7%
University
7%
Construction Company
5%
Retailer
5%
Wholesaler/Distributor
5%
Educational Organization
4%
Energy/Utilities Company
4%
Transportation Company
4%
Government
3%
Leisure / Travel Company
3%
Comms Service Provider
2%
Hospitality Company
2%
Performing Arts
2%
Real Estate/Law Firm
1%
Recreational Facilities/Services Company
1%
Outsourcing Company
1%
Consumer Goods Company
1%
Venture Capital & Private Equity Firm
1%
Non Profit
1%
Aerospace/Defense Firm
1%
Newspaper
1%
Renewables & Environment Company
1%
Media Company
1%
Marketing Services Firm
1%
Logistics Company
1%
Legal Firm
1%

Compare Oracle Fusion Service with alternative products

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Learn more about Oracle Fusion Service

Oracle Fusion Service was previously known as Oracle Service Cloud, Oracle RightNow.

Oracle Fusion Service 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.

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Product Categories

Product Categories
CRM
CRM Customer Engagement Centers
Marketing Management

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Oracle Fusion Service Reviews Summary
Author infoRatingReview Summary
Solutions Architect at Western Digital4.0I use Oracle Integration Cloud to connect our ERPs, valuing its centralization and customization via ERP Fusion Console, but experience performance issues and timeouts. Despite having SAP, Oracle ERP Cloud is a comprehensive solution for my needs.
CRM Specialist at Allied Bank Limited4.0We use Oracle Fusion Service for accounting, asset management, and budgeting because of its scalability and integration capabilities. However, the user interface needs improvement. We've experienced significant cost and time savings, and prefer Oracle over Microsoft Dynamics.
Product Development Manager at Raya Integration4.5I use Oracle Fusion Service as a backend for ERP systems due to its intuitive interface and updated AI features, though improvements in CRM and the addition of social listening would enhance its value. Its intuitive design outshines other ERPs.
Associate Architect-Technology at Virtusa Global4.0I primarily use Oracle Fusion Service for RTCRN, appreciating its efficiency and time-saving features. However, I desire more AI integration, enhanced personalization, and simpler integration. Compared to Pallio, it's easier, with an estimated 30% ROI.
Associate Consultant at University of California at Davis4.5During my time at Capgemini, I used Oracle Fusion Service for HR, payroll, and expenses, noting its seamless integration and currency management. However, improvements are needed in personal information management and payroll data uploads. ROI remains promising.
Expert ERP - Manager MOA at Orange2.5I utilize Oracle Fusion Service's workflow management tools for overseeing implementation aspects like training and customization. The applications offer significant value, though improvements in financial functionality, search capabilities, chat features, and content articles are needed.
Category Specialist at Majid Al Futtaim3.5With Oracle Fusion Service, raising purchase requisitions and issuing purchase orders has become more efficient. The ability to duplicate previous requisitions and immediate credit card transaction reflections are valuable, though the approval process interface requires improvements.
software developer at IT Convergence4.0Oracle Fusion is transformative, offering comprehensive ERP tools in the cloud with excellent accessibility for global operations. It excels in automating business processes, though the user interface needs improvement. Its tailored pricing enhances the return on investment.