Oracle Service

Oracle Service

235 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Oracle Service	Score5.1 out of 10	N/A	Oracle Service is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.	N/A

Pricing

Oracle Service

No answers on this topic

Pricing Offerings
Oracle Service
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

No setup fee

—

Community Pulse
Key User Insights
	Oracle Service
Considered Both Products	Oracle Adolfo Aguilar Sánchez System Operations & Management Lead in Information Technology at Kyndryl (Information Technology & Services, 10,001+ employees) Chose Oracle Service It helps to run your services. Incentivized Helpful? Verified User Chose Oracle Service Ease of use over incident management Incentivized Helpful? Verified User Chose Oracle Service Oracle Service is a powerful service where the customers or clients can be evaluated in-depth. It provides a unified way where the customers can also raise complaints that can further be evaluated or resolved by the monitoring team to enhance the product. Also, it offers a lot … Incentivized Helpful? Jorge Acevedo Consultant & Trainer contractor in Customer Service at Stion Corporation (Oil & Energy, 51-200 employees) Chose Oracle Service Here we have several Oracle stack Products but the new things are hard to integrate. That was the main reason . Incentivized Helpful? Verified User Chose Oracle Service Oracle Service is slightly on the expensive side in terms of pricing but it offers powerful features as well. As compared to Intercom, Oracle Service is suitable for large companies, and the support in the case of Intercom is available only by phone and email while in the case … Incentivized Helpful? Verified User Chose Oracle Service Oracle Service seems to have the advantage of providing many opportunities to companies if they have the right knowledge base. It opened our eyes to what possibilities were afforded to us by exploring the different options that existed. None of the options seemed to be more … Incentivized Helpful? Praneeth Kuppa Information Technology Analyst in Customer Service at Tata Consultancy Services (Telecommunications, 11-50 employees) Chose Oracle Service Oracle Service is the best fit for companies already using other Oracle products. Though Salesforce Service Cloud is equally good in most aspects, Oracle is once again an ecosystem of products like Oracle EBS where seamless integration is possible. Most of our clients were … Incentivized Helpful? Chris Messineo FS&R Manager in Finance and Accounting at GE Healthcare IT (Hospital & Health Care, 5001-10,000 employees) Chose Oracle Service Not sure how to really answer this. We are predominantly a PeopleSoft shop, but that doesn't appear in your list. Incentivized Helpful? Verified User Chose Oracle Service N/A Incentivized Helpful? Guy De Backer IT application engineer in Information Technology at Nikogroup (Electrical/Electronic Manufacturing, 501-1000 employees) Chose Oracle Service Mainly because of the name Oracle, it's a world leading company backed by a large user community in a broad range of different products. We needed the certainty of good support team behind the product and Oracle could deliver on this much better. Incentivized Helpful? Verified User Chose Oracle Service I have not used or evaluated any other products like Oracle Service Cloud, but I plan to experiment with Salesforce Service Cloud in the near future. Incentivized Helpful? Verified User Chose Oracle Service Java solution would be built from scratch, while the Oracle Service Cloud is SaaS that can be customized to fit the exact needs. Incentivized Helpful? John Petit Chief of Operations in Manufacturing at Klein Tools (Consumer Goods, 1001-5000 employees) Chose Oracle Service Oracle Service Cloud offers a wide range of communication channels that optimize and innovate the company's communication process and management with our customers. Incentivized Helpful? Verified User Chose Oracle Service I was not a part of the company when it was selected. Newer software has come out since but OSC had become so integrated with our ecosystem of software that it would be difficult to get rid of now. It has become more of a necessity than a desire to have. If possible down the … Incentivized Helpful? Verified User Chose Oracle Service Oracle is better suited for my company’s needs. Incentivized Helpful? Pavol Procka Communications Coordinator / Administrator in Customer Service at Cassava Enterprises (Gambling & Casinos, 1001-5000 employees) Chose Oracle Service I was not part of the team to make the selection. I worked as a user of both products, and from that point of view can say that Oracle Service Cloud offers a better GUI. Incentivized Helpful? Verified User Chose Oracle Service Service Cloud seems more agile Incentivized Helpful? Diego Pacheco Diego Pacheco in Information Technology at Aloo Telecom (Telecommunications, 51-200 employees) Chose Oracle Service We have a legacy system Incentivized Helpful? Verified User Chose Oracle Service Oracle Service Cloud is easier and more intuitive to use. Help feature is available at every screen. Incentivized Helpful? Verified User Chose Oracle Service We feel the omnichannel elements, in particular, are far superior, and these were important for our needs. Incentivized Helpful? Verified User Chose Oracle Service Worked with PeopleSoft CRM in the past, and the old version of Oracle. I love the current one the most. Incentivized Helpful? Manpreet Singh in Information Technology at Veritas Technologies LLC (Information Technology and Services, 5001-10,000 employees) Chose Oracle Service Oracle Service Cloud has its own set of advantages. There are definitely areas for improvement. Incentivized Helpful? Kevin Sherry Program Manager in Information Technology at AxleTech International (Automotive, 501-1000 employees) Chose Oracle Service We opted immediately for Service Cloud because we anticipated simple integration with our other Oracle products. We have not achieved integration yet. Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Oracle Service

Comparison of Incident and problem management features of Oracle Service
Feature	Oracle Service 7.5 78 Ratings
Organize and prioritize service tickets	7.073 Ratings
Expert directory	7.553 Ratings
Subscription-based notifications	7.057 Ratings
ITSM collaboration and documentation	6.750 Ratings
Ticket creation and submission	9.074 Ratings
Ticket response	8.074 Ratings

Comparison of Self Help Community features of Oracle Service
Feature	Oracle Service 7.3 74 Ratings
External knowledge base	6.865 Ratings
Internal knowledge base	7.774 Ratings

Comparison of Multi-Channel Help features of Oracle Service
Feature	Oracle Service 7.2 76 Ratings
Customer portal	7.569 Ratings
IVR	7.635 Ratings
Social integration	4.746 Ratings
Email support	7.874 Ratings
Help Desk CRM integration	8.654 Ratings

User Ratings
	Oracle Service
Likelihood to Recommend	5.1 (89 ratings)
Likelihood to Renew	10.0 (9 ratings)
Usability	10.0 (5 ratings)
Availability	10.0 (1 ratings)
Performance	9.0 (1 ratings)
Support Rating	10.0 (7 ratings)
In-Person Training	9.0 (1 ratings)
Implementation Rating	9.0 (4 ratings)
Configurability	9.0 (1 ratings)
Ease of integration	5.0 (11 ratings)
Product Scalability	10.0 (1 ratings)