What users are saying about
Top Rated
610 Ratings
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100
Top Rated
610 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Oracle CRM On Demand

I think it is well suited for organizations which are large with a lot of users so as to be able to minimize the cost of operations. Also, the organization which interacts mostly with customers can use Oracle CRM on demand.
Rose Kipkemoi | TrustRadius Reviewer

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Oracle CRM On Demand
8.7
Zendesk
Customer data management / contact management
Oracle CRM On Demand
9.3
Zendesk
Workflow management
Oracle CRM On Demand
8.9
Zendesk
Territory management
Oracle CRM On Demand
9.3
Zendesk
Opportunity management
Oracle CRM On Demand
9.2
Zendesk
Integration with email client (e.g., Outlook or Gmail)
Oracle CRM On Demand
9.0
Zendesk
Contract management
Oracle CRM On Demand
7.8
Zendesk
Quote & order management
Oracle CRM On Demand
8.5
Zendesk
Interaction tracking
Oracle CRM On Demand
8.3
Zendesk
Channel / partner relationship management
Oracle CRM On Demand
8.2
Zendesk

Customer Service & Support

Oracle CRM On Demand
8.4
Zendesk
Case management
Oracle CRM On Demand
8.5
Zendesk
Call center management
Oracle CRM On Demand
8.7
Zendesk
Help desk management
Oracle CRM On Demand
8.1
Zendesk

Marketing Automation

Oracle CRM On Demand
8.9
Zendesk
Lead management
Oracle CRM On Demand
8.9
Zendesk
Email marketing
Oracle CRM On Demand
8.8
Zendesk

CRM Project Management

Oracle CRM On Demand
8.7
Zendesk
Task management
Oracle CRM On Demand
8.3
Zendesk
Billing and invoicing management
Oracle CRM On Demand
9.6
Zendesk
Reporting
Oracle CRM On Demand
8.2
Zendesk

CRM Reporting & Analytics

Oracle CRM On Demand
8.4
Zendesk
Forecasting
Oracle CRM On Demand
8.7
Zendesk
Pipeline visualization
Oracle CRM On Demand
8.6
Zendesk
Customizable reports
Oracle CRM On Demand
7.9
Zendesk

Customization

Oracle CRM On Demand
8.4
Zendesk
Custom fields
Oracle CRM On Demand
8.9
Zendesk
Custom objects
Oracle CRM On Demand
8.1
Zendesk
Scripting environment
Oracle CRM On Demand
7.9
Zendesk
API for custom integration
Oracle CRM On Demand
8.7
Zendesk

Security

Oracle CRM On Demand
9.4
Zendesk
Single sign-on capability
Oracle CRM On Demand
9.0
Zendesk
Role-based user permissions
Oracle CRM On Demand
9.8
Zendesk

Social CRM

Oracle CRM On Demand
9.8
Zendesk
Social data
Oracle CRM On Demand
9.8
Zendesk
Social engagement
Oracle CRM On Demand
9.9
Zendesk

Integrations with 3rd-party Software

Oracle CRM On Demand
8.6
Zendesk
Marketing automation
Oracle CRM On Demand
8.5
Zendesk
Compensation management
Oracle CRM On Demand
8.7
Zendesk

Platform

Oracle CRM On Demand
9.3
Zendesk
Mobile access
Oracle CRM On Demand
9.3
Zendesk

Incident and problem management

Oracle CRM On Demand
Zendesk
7.8
Organize and prioritize service tickets
Oracle CRM On Demand
Zendesk
8.2
Expert directory
Oracle CRM On Demand
Zendesk
7.4
Subscription-based notifications
Oracle CRM On Demand
Zendesk
6.9
ITSM collaboration and documentation
Oracle CRM On Demand
Zendesk
7.8
Ticket creation and submission
Oracle CRM On Demand
Zendesk
8.5
Ticket response
Oracle CRM On Demand
Zendesk
8.2

Self Help Community

Oracle CRM On Demand
Zendesk
7.4
External knowledge base
Oracle CRM On Demand
Zendesk
7.5
Internal knowledge base
Oracle CRM On Demand
Zendesk
7.2

Multi-Channel Help

Oracle CRM On Demand
Zendesk
8.0
Customer portal
Oracle CRM On Demand
Zendesk
7.2
IVR
Oracle CRM On Demand
Zendesk
8.2
Social integration
Oracle CRM On Demand
Zendesk
8.4
Email support
Oracle CRM On Demand
Zendesk
8.0
Help Desk CRM integration
Oracle CRM On Demand
Zendesk
8.0

Pros

Oracle CRM On Demand

  • Application customization is a key strength. We can create custom home page experiences for each type of user, customize object layouts to change dynamically depending on object type, and create an embedded sales process unique to our organization that helps facilitate the user through the process by specifying required fields dependent on what stage of the process they are in. The ability to customize goes directly to the success of user adoption - the fact that we can customize layouts and processes to support our internal business processes helps users make the most of the system.
  • Robust Reporting. The reporting and data warehouse capabilities are excellent. We have thousands of custom reports delivered in a number of ways - on home pages, on dashboards, on demand through the reporting menu, and on custom web tabs. These reports range from simple lists to complex multi-object analyses.
  • Ability to get data in and get data out. CRMOD makes it very easy to import data into any object. This is helpful for importing lists or making mass changes. Exporting data is equally easy, both from an administrator standpoint and for the user. Users can display a list or do a custom advanced search and then easily export the data to Excel without any admin help. They can also export from any report, which is helpful when sales data needs to be combined with other financial data in a larger analysis.
  • The system's workflow capabilities allow us to improve field validation, send important notifications, and enforce business process requirements.
Michelle Prand | TrustRadius Reviewer

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | TrustRadius Reviewer

Cons

Oracle CRM On Demand

  • A scripting mechanism is needed to customize the data entry forms. As any data driven system, Oracle CRM on demand is as reliable as its data is. Having sales people entering and maintaining the data you have to make sure they are doing that and not cutting corners. One way to do that is to enforce the business requirements in the entry forms.
  • User interface / user experience definitely can and should be improved.
  • It needs a way to send automatic reports on a schedule via email.
  • Support: as usual the Oracle support tends to be tedious and lengthy.
Cristian Bodnarasec | TrustRadius Reviewer

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | TrustRadius Reviewer

Likelihood to Renew

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | TrustRadius Reviewer

Usability

Oracle CRM On Demand

Oracle CRM On Demand 9.0
Based on 1 answer
Compared to other competitors I find it very easy to use and learn .It has been helpful in our organisation and we have been able to manage our projects and operations well without interference.
Rose Kipkemoi | TrustRadius Reviewer

Zendesk

Zendesk 8.2
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 6.3
Based on 27 answers
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Kevin Pearce | TrustRadius Reviewer

Online Training

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Oracle CRM On Demand

Oracle CRM On Demand 10.0
Based on 1 answer
With the right partner Oracle CRM On Demand can be implemented very quickly and seamlessly.
Michelle Prand | TrustRadius Reviewer

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | TrustRadius Reviewer

Alternatives Considered

Oracle CRM On Demand

Oracle app is more available on different mobile devices, Microsoft Dynamics has only Windows and Android but Oracle has both web-based, Mac, IOS. Social CRM feature is another one that Microsoft Dynamics doesn't provide. On the other hand, Microsoft Dynamics provides offline line access. Also, Oracle integrations fit our needs better. Also Ticketing system support is better.
Anonymous | TrustRadius Reviewer

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | TrustRadius Reviewer

Return on Investment

Oracle CRM On Demand

  • A single platform for tracking, reporting, and control of all data and clients records
  • Manageable outsourcing for development and support functions for the applications we need to use.
  • Lots of integration opportunities, and covers all information gaps and inconsistencies caused by human errors.
Anonymous | TrustRadius Reviewer

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Pricing Details

Oracle CRM On Demand

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Oracle CRM On Demand Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Oracle CRM On Demand
8.1
Zendesk
7.0

Likelihood to Renew

Oracle CRM On Demand
Zendesk
10.0

Usability

Oracle CRM On Demand
9.0
Zendesk
8.2

Reliability and Availability

Oracle CRM On Demand
Zendesk
8.6

Performance

Oracle CRM On Demand
Zendesk
8.0

Support Rating

Oracle CRM On Demand
Zendesk
6.3

In-Person Training

Oracle CRM On Demand
Zendesk
10.0

Online Training

Oracle CRM On Demand
Zendesk
7.9

Implementation Rating

Oracle CRM On Demand
10.0
Zendesk
9.0

Add comparison