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Compare Oracle Service Cloud with Zendesk

Zendesk vs. Oracle Service Cloud
Compare Oracle Service Cloud
with Zendesk

See why Oracle beats Zendesk for multichannel contact center, web customer service, and knowledge management.


Compare Oracle Service Cloud with Zendesk

  Oracle Service Cloud Zendesk
Complete Multichannel Platform Yes Limited
Social Customer Service Yes Limited
Knowledge Management Yes Limited
Intelligent Assistants Yes No
Dynamic, Cross-channel Policy Automation Yes No
Fully Scalable and Global Yes No

Oracle Service Cloud vs. Zendesk

Oracle Service Cloud is a complete and proven multichannel service and support suite. And it is superior to Zendesk. Here's why:

  • Complete and Proven at Scale
    Oracle Service Cloud is a full multichannel contact center, web customer service, and knowledge management suite in a single platform with a proven track record of supporting millions of interactions and thousands of agents. Zendesk has only limited functionality and limited channel support and is unproven in high-throughput call centers and high-volume web customer-service sites.
  • Agent Console
    Oracle Service Cloud’s agent console is a complete and flexible environment for case management. Zendesk has limited functionality and case management support, requiring extensive customization.
  • Knowledge Management
    Oracle Service Cloud’s industry-leading knowledge management delivers accurate and relevant information resolving internal and external searches for small to enterprise-wide service organizations.
  • Intelligent Assistants
    Oracle Service Cloud’s intelligent assistants guide customers and agents to more accurate and faster service resolution. Zendesk does not offer intelligent assistants.
  • Routing and Escalations
    Oracle Service Cloud’s recently enhanced intelligent and flexible routing helps ensure the right cases and customers are assigned to the best agent and minimizes queue management complexity. Zendesk has only simplistic routing capabilities.
  • Global, Secure, and Private
    Oracle Service Cloud resources and Oracle data centers cover nearly every region of the world and offer commercial, PCI-certified, and government clouds with certifications that include DIACAP, NIST, HIPAA, and FISMA. Zendesk has limited presence around the world and does not support leading security and privacy certifications.
  • Social Customer Service
    Oracle Service Cloud offers best-of-breed social listening, publishing, engagement, and analytics as well as enterprise social networking and community. Zendesk has only basic social capabilities.
  • Dynamic, Cross-channel Policy Automation
    Oracle Service Cloud supports policy management and design functionality to automate policy handling, including eligibility determination benefits calculations, and the ability to deliver policies across channels and devices. Zendesk does not offer policy automation.

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