Freshdesk vs Oracle CX Sales vs Oracle Fusion Service comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshdesk, Oracle CX Sales, and Oracle Fusion Service based on real PeerSpot user reviews.

Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management.
To learn more, read our detailed Customer Experience Management Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available.""I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before.""The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well.""It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets.""The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier.""It generated reports for us, which helped us identify the status of requests and the aging of requests.""It is quite easy to program custom apps and integrate them.""It is very easy to make reports."

More Freshdesk Pros →

"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout.""It is stable and scalable, and their support has been very responsive.""It covers sales very well.""the Oracle CX Sales Eloqua module is very useful.""The solution integrates well.""CX Sales is very intuitive - you just have to click a few buttons, and you see everything.""The lead and opportunity management features are valuable."

More Oracle CX Sales Pros →

"The solution changes the way clients work to make it easier and faster.""The most valuable feature of the solution is that customers can easily understand it.""The product's most valuable feature is an efficient fusion of finance and HR modules.""The most valuable feature of the solution is that a company can maintain all of its HR data without any issues.""The service management features are valuable.""Oracle Service Cloud could improve the integration for older platforms.""Oracle offers a wide range of applications, each capable of delivering significant value to our business.""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."

More Oracle Fusion Service Pros →

Cons
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.""Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming.""There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback.""It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.""Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions.""For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers.""Asset management and branding are two areas in the solution that have scope for improvement.""I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."

More Freshdesk Cons →

"The interface of Oracle CX Sales could be more user-friendly.""We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being.""CX Sales' stability isn't the best - it has a tendency to crap out and need refreshing, especially when creating quotes.""They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them.""You can get disconnected if you do not have a strong, reliable internet connection.""Support is very poor.""It gives multiple entries for the same data because if you enter it once, it has to populate all other fields that are relevant."

More Oracle CX Sales Cons →

"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.""The solution’s reporting could be improved.""Oracle changed the means by which users are created in the system. I would like this to be easier to implement.""The product's option to upload payroll data doesn't work seamlessly.""Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation.""Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better.""There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."

More Oracle Fusion Service Cons →

Pricing and Cost Advice
  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • "It is costly."
  • "The pricing is pretty manageable and acceptable."
  • More Freshdesk Pricing and Cost Advice →

  • "The price is reasonable."
  • "It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."
  • "The product is pricey."
  • More Oracle CX Sales Pricing and Cost Advice →

  • "This is definitely an expensive product compared to others on the market."
  • "Licensing fees are on the higher end and I rate them an eight out of ten."
  • "Oracle's pricing is quite high, and this cost can be a significant barrier, especially for smaller companies."
  • "Oracle Fusion Service is more expensive than Workday."
  • "There are no extra licenses, everything is included in the subscription, and the price is fixed."
  • "The product has average pricing."
  • "Oracle Fusion Service is a cheap and flexible solution."
  • More Oracle Fusion Service Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Customer Experience Management solutions are best for your needs.
    765,234 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer… more »
    Top Answer:I would like to see improvements in the account management aspect, having a customer portal for better visibility into… more »
    Top Answer:I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been… more »
    Top Answer:The lead and opportunity management features are valuable.
    Top Answer:Customers usually do not prefer the solution over Sales Cloud. Support is very poor.
    Top Answer:The most valuable feature of the solution is that customers can easily understand it.
    Top Answer:The solution’s reporting could be improved.
    Top Answer:I used the solution for general ledger, accounts payable, accounts receivable, and indirect tax. Currently, I am working… more »
    Ranking
    Views
    236
    Comparisons
    130
    Reviews
    10
    Average Words per Review
    629
    Rating
    8.1
    15th
    out of 167 in CRM
    Views
    1,532
    Comparisons
    1,052
    Reviews
    6
    Average Words per Review
    441
    Rating
    6.7
    8th
    out of 167 in CRM
    Views
    1,501
    Comparisons
    697
    Reviews
    12
    Average Words per Review
    401
    Rating
    8.1
    Comparisons
    Also Known As
    Oracle Sales Cloud
    Oracle Service Cloud, Oracle RightNow
    Learn More
    Overview

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

    Oracle Sales Cloud is a sales enablement, sales intelligence, and sales performance management hybrid platform. It combines sales automation and intelligence, SPM (including compensation plans), partner relationship management, and sales collaboration tools. Features include: lead and opportunity management, prospecting, customer data enrichment, territory and quota balancing, goal alignment, compensation plan modeling, account management, partner selling programs, social collaboration, and sales education/knowledge management.

    The key elements of Oracle Sales Cloud's SFA solution are vast. They include: • Core foundational sales force automation tools such as account, opportunity and lead management and productivity tools • A comprehensive partner relationship management offering to manage channel sales and partner management • Extensive sales performance management encompassing the science of managing  territories, quota management and sales incentive compensation • Advanced analytics consisting of pre-built analytic reports, data visualization and  adaptive intelligence • A customer data management system to ensure clean, consolidated and complete  customer information.  With rich functional capabilities and a comprehensive feature set, Oracles Sales Cloud provides a more modern approach to sales execution.

    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.
    Sample Customers
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.
    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.
    Top Industries
    REVIEWERS
    Retailer21%
    Computer Software Company21%
    Comms Service Provider11%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Media Company7%
    Comms Service Provider6%
    Real Estate/Law Firm6%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Manufacturing Company10%
    Government10%
    Financial Services Firm7%
    REVIEWERS
    Marketing Services Firm14%
    Comms Service Provider14%
    Transportation Company7%
    Outsourcing Company7%
    VISITORS READING REVIEWS
    Educational Organization75%
    Financial Services Firm4%
    Computer Software Company3%
    Manufacturing Company2%
    Company Size
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    REVIEWERS
    Midsize Enterprise20%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business29%
    Midsize Enterprise19%
    Large Enterprise52%
    REVIEWERS
    Small Business32%
    Midsize Enterprise18%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business7%
    Midsize Enterprise77%
    Large Enterprise17%
    Buyer's Guide
    Customer Experience Management
    March 2024
    Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management. Updated: March 2024.
    765,234 professionals have used our research since 2012.