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."Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"Oracle Fusion Service offers good efficiency."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The service management features are valuable."
"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."
"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."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"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 solution is very easy to use."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The case management feature is really valuable."
"The product must provide modules for operations management."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"Oracle Service Cloud could improve the integration for older platforms."
"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 counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The product's initial setup phase was very difficult."
"The user experience has to be much better."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"The UI is lagging and needs to be improved."
"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."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The solution has room for improvement around decisional and real-time data analysis."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"They should enable the data-driven streaming feature inside it."
Oracle Fusion Service is ranked 3rd in CRM Customer Engagement Centers with 30 reviews while Pega CRM is ranked 7th 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.
