Name: Oracle Fusion Service
Rating: 4.6 (176 reviews)

Overview

Product Information on Oracle Fusion Service

Updated 13th October 2025

What is Oracle Fusion Service?

Oracle Fusion Service is a software designed to assist organizations in managing customer service operations across multiple channels, including digital and assisted service touchpoints. The software provides tools for case management, knowledge management, and intelligent automation to streamline service processes. It integrates with various communication platforms to facilitate omnichannel support and helps businesses address customer inquiries efficiently. The software also incorporates analytics and reporting features to provide insights into service performance and customer interactions. By centralizing service information and automating routine tasks, the software aims to enhance operational efficiency and improve resolution times for customer issues.

Overall experience with Oracle Fusion Service

Admissions Manager

Gov't/PS/ED <5,000 Employees, Education

FAVORABLE

“Centralized Platform Combines Sales, Tech Support, and Customer Service Functions”

5.0

Jul 1, 2025

Integrating sales, tech support and customer service in only one place!

BI Manager

1B - 3B USD, Consumer Goods

CRITICAL

“Old product in the cloud”

2.0

Jun 8, 2021

The CX products are old Oracle products moved to the cloud. The capabilities of CX Service are quite reduced and there's not much margin to customize the product.

About Company

Company Description

Oracle is a cloud technology company that offers computing infrastructure and software solutions globally. This organization has developed an autonomous database, the first of its kind, to help manage and secure data. Oracle Cloud Infrastructure presents functionalities to facilitate the transition of workloads from on-site systems to the cloud, and vice versa, as well as between different clouds. Oracle's cloud software applications provide modern tools designed to support sustainable growth and resilience in businesses. Tools developed by Oracle are used by a wide range of users including nonprofit organizations and businesses of various sizes, to aid in operations like supply chain streamlining, human resource management, financial planning and connecting data and global users. Apart from business solutions, Oracle's technology also aids in tasks ranging from government defense to scientific and medical research.

Company Details

Company type

Public

Year Founded

1977

Head office location

Redwood Shores, United States

Number of employees

10001+

Annual Revenue

30B+ USD

Website

http://www.oracle.com

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Reviewer Insights for: Oracle Fusion Service

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Performance of Oracle Fusion Service Across Market Features

Oracle Fusion Service Likes & Dislikes

Omni-channel Chatbots Reporting and analysis

The API is not so bad, it contains the BI to do reporting, you can install add-ins

It effortlessly connects to other tools enabling efficient customer support across multiple channels, and it allows us to easily create reports on the overall performance statistics of our customer support.

It's not very intuitive and can be slow and drag itself sometimes

performance, look and feel, customizations are very restricted

The auto refresh function on the ticket bucket could be more effective to improve the user experience.

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Peer Discussions

Oracle Fusion Service Reviews and Ratings

Recommended Gartner Insights

Gov't/PS/Ed

Education

Review Source

Centralized Platform Combines Sales, Tech Support, and Customer Service Functions

Sales & Marketing Manager

1B-10B USD

Manufacturing

Intuitive tool for initializing support bot to reliably log tickets for quick support

Mar 26, 2025

Very fast tool for automating ticket queues ensuring seamless communication for all tickets and it was easy to customize it to close deals workflow with tickets and automation.

VP, DATA AND ANALYTICS

10B+ USD

Banking

Delivering Faster, Personalized Support Through Automation

Jan 25, 2025

The platform offers a comprehensive suite of tools that streamline case management, knowledge sharing and customer interaction across various channels.

VP, IT

50M-1B USD

IT Services

Oracle Fusion: Maximizing Accessibility and Performance

It has been a great tool to help us access critical info/applications from anywhere anytime. Its performance is great that we dont encounter lag or delay when using Oracle fusion.

TAX AND COMPLIANCE ASST CONTROLLER

Services (non-Government)

Oracle Fusion Service: A Major Driving Force in Business Productivity

Jan 21, 2025

Oracle Fusion Service has been a game changer for our organisation. Significant cost savings and improvements in productivity have been noticed.