4 Ratings
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Top Rated
224 Ratings
4 Ratings
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Score 7.6 out of 100

Oracle Service (formerly Oracle Service Cloud)

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Top Rated
224 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Chat2Desk

It is one of the best tools which links messenger on the desk application for easy interaction with customers and sort out their issues or queries.It is highly successful and helpful for small and mid-size firms to handle after-sales service. We have deployed the application one year ago and it has improved our efficiency
Tanika Chhabra | TrustRadius Reviewer

Oracle Service (formerly Oracle Service Cloud)

Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
Elizabeth Cassidy | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Chat2Desk
7.5
Oracle Service (formerly Oracle Service Cloud)
8.6
Organize and prioritize service tickets
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.7
Expert directory
Chat2Desk
7.0
Oracle Service (formerly Oracle Service Cloud)
8.7
Subscription-based notifications
Chat2Desk
9.0
Oracle Service (formerly Oracle Service Cloud)
8.3
ITSM collaboration and documentation
Chat2Desk
7.0
Oracle Service (formerly Oracle Service Cloud)
8.2
Ticket creation and submission
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.5
Ticket response
Chat2Desk
6.0
Oracle Service (formerly Oracle Service Cloud)
9.0

Self Help Community

Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.8
External knowledge base
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
9.0
Internal knowledge base
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.7

Multi-Channel Help

Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.6
Customer portal
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.8
IVR
Chat2Desk
9.0
Oracle Service (formerly Oracle Service Cloud)
8.2
Social integration
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
7.9
Email support
Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.9
Help Desk CRM integration
Chat2Desk
7.0
Oracle Service (formerly Oracle Service Cloud)
9.1

Pros

Chat2Desk

  • It is easy to use and the interface is simple
  • Any Messenger user can easily adapt to it
  • Helpful in easy interaction with customers throughout the day
Tanika Chhabra | TrustRadius Reviewer

Oracle Service (formerly Oracle Service Cloud)

  • Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
  • Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
  • Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
  • Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
Carl Elliott | TrustRadius Reviewer

Cons

Chat2Desk

  • It lags at times and needs an update on the application
  • Customer support is not so good and requires some improvement. I required it once only but had to chase so many times to get in touch.
Tanika Chhabra | TrustRadius Reviewer

Oracle Service (formerly Oracle Service Cloud)

  • This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
  • I found OPA challenging to use.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 9 answers
Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.
Anonymous | TrustRadius Reviewer

Usability

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 5 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 | TrustRadius Reviewer

Reliability and Availability

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 2 answers
We have never had issues with downtime or it not being available.Upgrades and maintenance also happens in weekends or at night.
Anonymous | TrustRadius Reviewer

Performance

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.0
Based on 2 answers
We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.
Anonymous | TrustRadius Reviewer

Support Rating

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.9
Based on 13 answers
The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
Chris Edwards | TrustRadius Reviewer

In-Person Training

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.0
Based on 1 answer
Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along.Later on we started exploring by our selves.
Anonymous | TrustRadius Reviewer

Implementation Rating

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.0
Based on 8 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
Anonymous | TrustRadius Reviewer

Alternatives Considered

Chat2Desk

No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

Scalability

Chat2Desk

No score
No answers yet
No answers on this topic

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 10.0
Based on 1 answer
We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.
Anonymous | TrustRadius Reviewer

Return on Investment

Chat2Desk

  • It has improved our interaction with out customers.
  • Many clients can be managed easily without anyone getting missed from our records
Tanika Chhabra | TrustRadius Reviewer

Oracle Service (formerly Oracle Service Cloud)

  • We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
  • We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
  • We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.
Raymond Hirte | TrustRadius Reviewer

Screenshots

Pricing Details

Chat2Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Oracle Service (formerly Oracle Service Cloud)

General

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

Rating Summary

Likelihood to Recommend

Chat2Desk
8.0
Oracle Service (formerly Oracle Service Cloud)
8.2

Likelihood to Renew

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
10.0

Usability

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
10.0

Reliability and Availability

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
10.0

Performance

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
9.0

Support Rating

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
9.9

In-Person Training

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
9.0

Implementation Rating

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
9.0

Scalability

Chat2Desk
Oracle Service (formerly Oracle Service Cloud)
10.0

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