What users are saying about

Adobe Experience Manager

Top Rated
147 Ratings

Oracle Service Cloud

Top Rated
149 Ratings

Adobe Experience Manager

Top Rated
147 Ratings
Score 8 out of 101

Oracle Service Cloud

Top Rated
149 Ratings
Score 8.2 out of 101

Add comparison

Likelihood to Recommend

Adobe Experience Manager

If you have a number of smaller parts of your organization that you want to maintain the same look & feel as the rest of the organization, it is easy to create a base site and then let them customize. Also, if you have contributors of content who are not involved in the web site maintenance - our professors, for example - they can enter the text on a basic page which is then incorporated through tagging
Diana Williams profile photo

Oracle Service Cloud

It provides all that is needed for customer service and incident management. It is less appropriate in situations where agents cannot get the training needed. We use it and it is amazing but some agents struggle if they do not have enough experience or lack the necessary training. There should be free or easily accessible training material for agents or for admins to use in training their agents.
Ivan Abaitey profile photo

Feature Rating Comparison

Security

Adobe Experience Manager
8.1
Oracle Service Cloud
Role-based user permissions
Adobe Experience Manager
8.1
Oracle Service Cloud

Platform & Infrastructure

Adobe Experience Manager
7.7
Oracle Service Cloud
API
Adobe Experience Manager
7.5
Oracle Service Cloud
Internationalization / multi-language
Adobe Experience Manager
7.9
Oracle Service Cloud

Web Content Creation

Adobe Experience Manager
7.1
Oracle Service Cloud
WYSIWYG editor
Adobe Experience Manager
8.3
Oracle Service Cloud
Code quality / cleanliness
Adobe Experience Manager
6.9
Oracle Service Cloud
Admin section
Adobe Experience Manager
7.2
Oracle Service Cloud
Page templates
Adobe Experience Manager
6.9
Oracle Service Cloud
Library of website themes
Adobe Experience Manager
5.8
Oracle Service Cloud
Mobile optimization / responsive design
Adobe Experience Manager
8.0
Oracle Service Cloud
Publishing workflow
Adobe Experience Manager
7.8
Oracle Service Cloud
Form generator
Adobe Experience Manager
6.0
Oracle Service Cloud

Web Content Management

Adobe Experience Manager
6.3
Oracle Service Cloud
Content taxonomy
Adobe Experience Manager
7.2
Oracle Service Cloud
SEO support
Adobe Experience Manager
6.9
Oracle Service Cloud
Bulk management
Adobe Experience Manager
5.4
Oracle Service Cloud
Availability / breadth of extensions
Adobe Experience Manager
6.5
Oracle Service Cloud
Community / comment management
Adobe Experience Manager
5.3
Oracle Service Cloud

Incident and problem management

Adobe Experience Manager
Oracle Service Cloud
8.1
Organize and prioritize service tickets
Adobe Experience Manager
Oracle Service Cloud
8.3
Expert directory
Adobe Experience Manager
Oracle Service Cloud
7.0
Subscription-based notifications
Adobe Experience Manager
Oracle Service Cloud
8.4
ITSM collaboration and documentation
Adobe Experience Manager
Oracle Service Cloud
7.4
Ticket creation and submission
Adobe Experience Manager
Oracle Service Cloud
8.7
Ticket response
Adobe Experience Manager
Oracle Service Cloud
8.6

Self Help Community

Adobe Experience Manager
Oracle Service Cloud
8.3
External knowledge base
Adobe Experience Manager
Oracle Service Cloud
8.6
Internal knowledge base
Adobe Experience Manager
Oracle Service Cloud
8.0

Multi-Channel Help

Adobe Experience Manager
Oracle Service Cloud
7.2
Customer portal
Adobe Experience Manager
Oracle Service Cloud
8.6
IVR
Adobe Experience Manager
Oracle Service Cloud
6.1
Social integration
Adobe Experience Manager
Oracle Service Cloud
5.4
Email support
Adobe Experience Manager
Oracle Service Cloud
7.9
Help Desk CRM integration
Adobe Experience Manager
Oracle Service Cloud
7.9

Pros

  • Allows non-technical staff to author and publish content by focusing on the content itself and the needs of a given campaign instead of technical implementations.
  • Content workflows allow varying degrees of complexity for content review and quality assurance before providing approvals on any piece before going live.
  • Development teams can build very robust and complex component for handling virtually all posible needs: from integrating back-end web services to UI Widgets for content authoring; from multisite suites to multi-language components, CQ can handle it all thanks to the power of Java and the flexibility of Sling and JCR.
  • Easy to scale for high-traffic sites and thanks to the Publisher/Dispatcher infrastructure, very flexible for caching and load balancing.
Fernando Galeano profile photo
  • Reporting.
  • Customization.
  • Interface.
Ivan Abaitey profile photo

Cons

  • Steep learning curve for both Authors and Developers when it comes to customized components and workflows.
  • Development community is small and somewhat closed. It keeps growing with the years as CQ becomes more popular, which is a good thing.
  • Expensive, both to purchase, train and certify. This makes it harder to learn unless companies are willing to spend thousands on official training.
Fernando Galeano profile photo
  • The overall appearance isn't ideal and could be more friendly on the eyes.
  • It's difficult to search for old tickets, which wastes a good amount of time.
No photo available

Likelihood to Renew

Adobe Experience Manager9.0
Based on 5 answers
I'll continue to use this product for many years. Adobe is making it clear they are taking customer feedback seriously and there continues to be growing demand for Adobe CQ implementations. As a developer, I find that there is still lots of room in this platform to try new techniques and really keep our implementations up to par with the latest standards.
Curtis Mortensen profile photo
Oracle Service Cloud9.0
Based on 8 answers
We find the application to be very easily configured and extended using the APIs to meet all of our business needs.
Andrew Wooster profile photo

Usability

Adobe Experience Manager10.0
Based on 2 answers
I personally feel that AEM is very intuitive to use from an authoring standpoint. The entire CMS was engineered around the author. Everything about AEM is geared to helping authors generate and maintain content. There are ways that tool tips can be customized so that any individual could simply hover over and be guided step by step on how to author web content
Vagner Polund profile photo
Oracle Service Cloud8.0
Based on 3 answers
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
Mig Ponce profile photo

Support

Adobe Experience Manager9.0
Based on 1 answer
Its so far the best Content Management System, available in market.
No photo available
Oracle Service Cloud4.0
Based on 5 answers
Some of the more complicated inquiries can take some time; but in general, the support is very thorough. RightNow doesn't stop working on your issue until it's completely resolved. They have VERY extensive documentation for each version, as well as really thorough help documentation. REALLY thorough
Mig Ponce profile photo

Implementation

Adobe Experience Manager8.7
Based on 2 answers
Depending on your individual needs, It is really quite simple to create an authoring experience for a website that looks really good. I have been part of many implementations and many teams and have seen many projects that were super successful and others that were not implemented well. AEM has room for a lot of flexibility in the implementation process compared to other CMS like SharePoint
Vagner Polund profile photo
Oracle Service Cloud9.0
Based on 3 answers
Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it
No photo available

Alternatives Considered

We selected Adobe CQ mostly for the ease of page authoring in brought to our non-technical staff. Powerful and simple UI widgets made it very simple for our merchandiser to create, edit and publish new pages. It also allowed us to customize those widgets to fit their needs while keeping the same clean experience. We also saw a plus in the ability to run activation workflows based on our own organization hierarchy, which helped make sure the right pages were exposed to the right eyes before going live. Overall, it was the mixture of user-friendliness of the authoring interface with the robustness of the technology stack that convinced us to go with CQ.
Fernando Galeano profile photo
The decision was made well before my time but I know that eGain was one of the others evaluated.For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem
Mig Ponce profile photo

Return on Investment

  • Extreme flexibility and speed to publish new pages with as little as a few hours of notice. This allowed us to be more efficient in handling landing pages for lead generation.
  • Powerful technology stack that allows for an infinite amount of customization. New ideas came up as we learned all the capabilities of CQ. It helped us innovate in the way we build and author pages.
  • Poor documentation and small community slowed our initial ramp up and development times until first release. By now this should have improved with the increased popularity.
Fernando Galeano profile photo
  • It is essential for our large-scale customer service operation. It scales well based on load.
  • Provides us with accurate metrics to measure employee productivity and customer satisfaction.
Mig Ponce profile photo

Pricing Details

Adobe Experience Manager

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

Adobe Experience Manager More Information

Oracle Service Cloud

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

Oracle Service Cloud More Information