Customer Service Platform
OF
Oracle Fusion Service
Enterprise service platform with omnichannel, AI, and field service — part of Oracle Fusion Cloud CX.
Oracle's enterprise service platform — 13 consecutive Gartner Leader placements — but migrating off legacy B2C Service (RightNow) to Fusion Service is a significant undertaking.
Pricing
Contact sales for pricing
Pricing not publicly disclosed; contact Oracle sales. Enterprise contracts typically require 3-year minimum terms. Third-party estimates for Oracle Fusion Cloud modules range from $175–$625/user/month at list price with 40–60% enterprise discounts common.
Per user/month Custom enterprise
Capabilities
| Capability | Oracle Fusion Service |
|---|---|
| Transcription | ✓ |
| Summarization | ✓ |
| Sentiment Analysis | ✓ |
| Real-Time Agent Assist | ✓ |
| Autonomous Voice Agent | ✗ |
| Virtual Agent (Chat) | ✓ |
| Conversation Intelligence | ✓ |
| Automated QA | ✗ |
| Intelligent Routing | ✓ |
| Predictive Dialer | ✗ |
| Voice Cloning | ✗ |
| Multilingual | ✓ |
| Coaching Workflows | ✓ |
| Workforce Management | ✓ |
Compliance & Security
Data residency: US, EU, APAC, UK, MIDDLE EAST
Integrations
CRM
salesforceoracle fusion crmsap
Telephony
genesysciscoavaya
AI Models
oracle oci ai
Other
Oracle Integration Cloud (OIC)Oracle Analytics CloudOracle Field Service CloudOracle Intelligent AdvisorOracle Digital Assistant
API documented
View integrations marketplace →
Reviews & Recognition
Analyst Recognition
- Gartner Magic Quadrant for CRM Customer Engagement Center (2025) leader →
Alternatives to Oracle Fusion Service
Frequently asked questions about Oracle Fusion Service
- What is Oracle Fusion Service?
- Oracle's enterprise service platform — 13 consecutive Gartner Leader placements — but migrating off legacy B2C Service (RightNow) to Fusion Service is a significant undertaking.
- How much does Oracle Fusion Service cost?
- Oracle Fusion Service does not publish standard per-seat pricing — plans require a custom quote. Pricing not publicly disclosed; contact Oracle sales. Enterprise contracts typically require 3-year minimum terms. Third-party estimates for Oracle Fusion Cloud modules range from $175–$625/user/month at list price with 40–60% enterprise discounts common.
- What security and compliance certifications does Oracle Fusion Service have?
- Oracle Fusion Service is compliant with SOC 2 Type II, HIPAA, PCI DSS, GDPR, and ISO 27001. A Business Associate Agreement (BAA) is available for healthcare deployments.
- What channels does Oracle Fusion Service support?
- Oracle Fusion Service supports voice, SMS, email, web chat, and social DMs.
- What are the top alternatives to Oracle Fusion Service?
- Alternatives to Oracle Fusion Service include Salesforce Service Cloud, Zendesk, Freshdesk Contact Center, Hubspot Service Hub, and Creatio. See the alternatives section above for full profiles of each.