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Zendesk vs. Oracle

Don't get stuck with legacy software that's too complex—follow along and discover why many businesses are choosing Zendesk over Oracle.

Zendesk vs. Oracle: A comprehensive guide

Last updated January 22, 2024

Zendesk and Oracle both offer customer service tools for businesses, but the solutions are not created equal.

Today's customer service teams demand high levels of innovation and usability from their software vendors. However, according to verified users on review sites like G2 Oracle sometimes misses the mark in these areas. Some users find that the system is outdated and difficult to set up and use.

Fortunately, Zendesk is a best-in-class customer service solution that works for businesses of all sizes. Business leaders continue to choose Zendesk over our competitors due to the agility and scalability of our product, along with our focus on CX and innovation.

Zendesk vs. Oracle: Benefits of using Zendesk

Agility

With Zendesk, you can adapt faster to change to keep up with evolving customer demands. Implement new solutions quickly while keeping costs low–no coding required. Unlike Zendesk, legacy enterprise systems like Oracle can be complex to maintain, often requiring costly developer teams, which can slow down innovation.

Scalability

Zendesk scales with your business as it grows, reducing the need to jump between service providers. On the other hand, Oracle users are forced to sacrifice agility for scalability due to the complexity of the system. With Zendesk, teams get the benefit of both scale and agility.

CX focus and commitment

Zendesk is dedicated to CX, providing customers with a community of thought leaders and industry best practices to encourage innovation. Conversely, Oracle isn’t exclusively focused on CX, so businesses won’t get the same level of CX depth and expertise as they will with Zendesk.

Read on to learn more about the differences between Zendesk and Oracle’s CX solutions. We’ll dive into some key features and share answers to the most commonly asked questions about both systems.

Use the list below to jump ahead to the sections that interest you most:

At a glance: Zendesk vs. Oracle

Here is a bird’s-eye view of Zendesk and Oracle’s respective software capabilities. As a renowned customer service expert, Zendesk understandably excels in this area and provides key features and benefits—but let’s look at how Oracle holds up.

Key capabilities
Zendesk
Oracle

Unified omnichannel experience

✖️

Low total cost of ownership (TCO)

✖️

Scalability

Fast deployment

✖️

Agility

✖️

Knowledge management and self-service

Reporting and analytics

Case management workflows and automations

Drag-and-drop chatbot builder

✖️

1,500+ no code and code apps and integrations

✖️

Full sandbox capabilities

✖️

Service and support


Features: Zendesk vs. Oracle Service features

The top features to consider when comparing Oracle and Zendesk include:


Pricing plans: Oracle vs. Zendesk

Before committing to a vendor, consider hidden costs (like expensive implementations and administration costs) and unpredictable costs (like usage-based self-service fees) when evaluating software. By doing this, you can verify that a solution is within your budget and will deliver a low TCO.

Zendesk pricing
Oracle pricing
  • Support Team: $19 per agent/month
  • Support Professional: $55 per agent/month
  • Support Enterprise: $115 per agent/month

  • Suite Team: $55 per agent/month
  • Suite Growth: $89 per agent/month
  • Suite Professional: $115 per agent/month
  • Suite Enterprise: Talk to sales

All plans are billed annually.

  • Oracle Fusion Sales and Service Limited Cloud Service: $25/month
  • Oracle Sales Planning for Sales and Service Cloud Service: $100/month

Add-ons are billed separately.


Unlike Oracle, Zendesk’s fast implementation and time to value as well as our user-friendly system configuration ensures we offer a consistently high ROI and low TCO. Don’t take it from us; take it from Forrester. Their Total Economic Impact™ (TEI) study showed a 286 percent return on investment over three years.

Customer stories on using Zendesk vs. Oracle Service Cloud

Discover why business leaders continue to choose Zendesk over other customer service solutions.

Big Fish Games: Scaling support with self-service and data

Big Fish Games, a casual gaming company, relies on Zendesk to assess support data, draw key insights, and provide quality internal self-service tools so agents can better support the gamers who use the platform.

Before working with Zendesk, Big Fish Games pushed for more self-service, but it wasn’t until the company switched to Zendesk that it was able to ramp up its self-service resources to address easily-resolved issues.

Since the company began using Zendesk in 2016, Big Fish Games has deflected 40 percent of its tickets with self-service and increased agent productivity by more than 5 percent.

Big Fish Games cut wait times by 16 percent, too. The Zendesk Agent Workspace unified data from different departments in one place, enabling all agents to easily access essential information and deliver faster resolutions. Zendesk analytics also provided Big Fish Games with more insight into a broader range of benchmarks, helping the team make improvements to its service operations.

“Now, with Zendesk, we’ve got all this data. We’re absolutely loving it, to be able to dive into the numbers at such a granular level,” says Jeremy Fair, senior manager of operations business systems at Big Fish Games.

Lush: Increasing efficiency with a customer-first approach

Lush, a UK-based cosmetics retailer, uses Zendesk to maintain a customer-centric approach and impress with positive, conversational support. Also, by utilizing reports from Zendesk, the company can track key performance indicators (KPIs) and leadership can gather insights about customers.

“KPIs come as standard, but our founders want us to report back and tell them how our customer is feeling. With Zendesk, we can do that,” says Naomi Rankin, the global CX manager at Lush.

Using Zendesk for customer service operations and data insights, Lush has seen an impressive 50 percent increase in productivity and more than $208K in cost savings since 2021.

Frequently asked questions (FAQ)

Now, let’s go over some of the questions we hear from customers looking for a new service solution, and compare Zendesk to Oracle.

Ready to try Zendesk?

Now you know the differences between Zendesk and Oracle’s service solutions, but you won’t truly know if a product is the right fit for your organization until you try it.

That’s why we’re offering your business 14 days of Zendesk for free. Take the time to learn more about our customer service features, ask questions, and see the product in action.

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