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."Everything is managed by Oracle, so they have security in place."
"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."
"It offers a seamless experience with quick deployment—eliminating prolonged implementation and installation processes."
"The product's most valuable feature is an efficient fusion of finance and HR modules."
"Oracle Service Cloud could improve the integration for older platforms."
"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 solution is easy to learn."
"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."
"We rarely had issues with Zendesk."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's a very stable tool, very powerful."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"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."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"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."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"The product must provide modules for operations management."
"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."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"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."
"You couldn't give administrative access to new hires."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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 support team is time-consuming, and they don't find the answer to our problem."
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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