Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Oracle Service Cloud

Top Rated
149 Ratings
Score 8.2 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

Oracle Service Cloud

We are not comfortable with the cloud for our production environment until we are able to see consistent results with performance. We believe it will be a good DR/BC site when we are able to move our non-prod. environments to the cloud. We are excited to see if the provisioning will work as advertised when we need to add servers for performance and then remove them.
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Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud
8.0
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
8.2
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud
8.3
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.3
Oracle Service Cloud
Expert directory
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.0
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.4
Ticket creation and submission
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.7
Ticket response
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.5

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Oracle Service Cloud
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
Oracle Service Cloud
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud

Change management

Agiloft Flexible Service Desk Suite
9.8
Oracle Service Cloud
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Oracle Service Cloud
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Oracle Service Cloud

Self Help Community

Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.3
External knowledge base
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.5
Internal knowledge base
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.0

Multi-Channel Help

Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.2
Customer portal
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
8.6
IVR
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
6.1
Social integration
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
5.4
Email support
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.9
Help Desk CRM integration
Agiloft Flexible Service Desk Suite
Oracle Service Cloud
7.9

Pros

  • Automated Workflow that facilitates constant communication keeping all parties on the same page
  • Unparalleled versatility allowing new modules to be easily activated as the company grows and expands
  • Intuitive GUI that makes training new employees quick and easy
Steve Theroux profile photo
  • We appreciate the ability to point and click and make really complicated changes fast and easy. We no longer need a large team of developers to make things happen.
  • In the cloud!
  • Easy for non-technical people to manage.
No photo available

Cons

  • We are primarily a Microsoft IT Shop. We would love to support/integration with SQL Server Reporting Services.
Robert Kaplan profile photo
  • Chatbots are on the roadmap and are coming so I wouldn't really call it missing.
  • Browser UI has really matured but there are still a few features from the application that are on the roadmap.
Rhianna Albert profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
No photo available
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

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto 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

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
Oracle Service Cloud4.0
Based on 5 answers
Unless your site is down, and the ticket is thus marked critical, it takes 24 WORKING hours to get an initial response, which equals 3 days. If I had a window of time to work on a configuration issue, it was frustrating to have to table my work for 3 or more days while waiting for a response. I had not expected the "24 hour" SLA to mean "24 working hours."Once we finally connected with RightNow staff, they were very knowledgeable
No photo available

Implementation

No score
No answers yet
No answers on this topic
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
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Alternatives Considered

We selected Agiloft as their product had the most features and required the least programming to implement and add new features.
Don Ruxton profile photo
We switched from Zendesk to Oracle, and there are definitely pros and cons to each product. Zendesk is definitely easier to navigate and has a more simple feel to it. However, Oracle has a huge advantage in how many different services it is able to integrate into one platform. Switching to Oracle was a great decision, and there is no turning back.
No photo available

Return on Investment

  • We have improved response time and quality (because rules allow us to route support cases directly to the responsible team rather than just an "answering service").
  • We have improved the quality of the data we are capturing about support cases and service requests which we can more effectively feed back into product development.
  • We have reduced employee stress about support.
No photo available
  • A better understanding of customers' needs
  • Phone call time reduction by providing the agents with the knowledge to help the customers
  • An easy way to collect feedback and build reports
Ammar Aldaffaie profile photo

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Agiloft Flexible Service Desk Suite 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