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."
"Stable and scalable with good technical support."
"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."
"The service management features are valuable."
"It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers."
"Oracle Service Cloud could improve the integration for older platforms."
"Oracle's strength lies in swiftly building and deploying enterprise applications globally."
"The most valuable feature of the solution is that a company can maintain all of its HR data without any issues."
"It's a very stable tool, very powerful."
"It is a scalable solution."
"It's very convenient to use."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"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."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"We rarely had issues with Zendesk."
"The dependency on the dollar makes these products more costly during disruptions in currency parity, especially in countries like Pakistan."
"The UI experience needs refinement to enhance user-friendliness."
"There are specific areas that would be beneficial to enhance and improve, especially its financial functionality, search capabilities, chat features, and content articles."
"The vendor must provide a user-friendly mobile application."
"Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."
"Oracle changed the means by which users are created in the system. I would like this to be easier to implement."
"Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better."
"The user experience has to be much better."
"The dashboard could be better."
"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."
"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."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"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."
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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