29 Ratings
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Score 8.2 out of 100
Top Rated
237 Ratings
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Score 8.2 out of 100

Feature Set Ratings

    Incident and problem management

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service

    82%
    Oracle Service ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.7
    87%
    74 Ratings

    Expert directory

    N/A
    0 Ratings
    8.2
    82%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    58 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.4
    74%
    52 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.3
    83%
    75 Ratings

    Ticket response

    N/A
    0 Ratings
    8.2
    82%
    75 Ratings

    Self Help Community

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service

    82%
    Oracle Service ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.2
    82%
    67 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.2
    82%
    76 Ratings

    Multi-Channel Help

    Cisco Webex Experience Management

    Feature Set Not Supported
    N/A
    8.1

    Oracle Service

    81%
    Oracle Service ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.5
    85%
    71 Ratings

    IVR

    N/A
    0 Ratings
    7.8
    78%
    37 Ratings

    Social integration

    N/A
    0 Ratings
    6.9
    69%
    48 Ratings

    Email support

    N/A
    0 Ratings
    8.6
    86%
    76 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.9
    89%
    56 Ratings

    Attribute Ratings

    • Cisco Webex Experience Management is rated higher in 1 area: Likelihood to Recommend
    • Oracle Service is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    8.6

    Cisco Webex Experience Management

    86%
    10 Ratings
    8.2

    Oracle Service

    82%
    89 Ratings

    Likelihood to Renew

    Cisco Webex Experience Management

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    9 Ratings

    Usability

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating
    10.0

    Oracle Service

    100%
    5 Ratings

    Availability

    Cisco Webex Experience Management

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    2 Ratings

    Performance

    Cisco Webex Experience Management

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    2 Ratings

    Support Rating

    8.2

    Cisco Webex Experience Management

    82%
    1 Rating
    10.0

    Oracle Service

    100%
    13 Ratings

    In-Person Training

    Cisco Webex Experience Management

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Implementation Rating

    Cisco Webex Experience Management

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    8 Ratings

    Configurability

    Cisco Webex Experience Management

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Ease of integration

    Cisco Webex Experience Management

    N/A
    0 Ratings
    7.7

    Oracle Service

    77%
    11 Ratings

    Product Scalability

    Cisco Webex Experience Management

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    1 Rating

    Likelihood to Recommend

    Cisco

    Cisco Webex Experience Management is well suited in handling live customer query. It helps in monitoring customer feedback and queries.It is very useful application for comparison of year on year data, month data and weekly data. It help in understanding customer life cycle. It can be used as an interaction tool with the customers by directly posing them questions about the services. It helps in Segmenting, targeting and positioning of your product or service in the long run. Cisco Webex Experience Management scenarios where it can be less appropriate are few. As it gives a lot on insights about customer feedback,customer tracing etc, it would not be useful in short term or for smaller business who are not focussing on the larger goals of the business
    Read full review

    Oracle

    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.
    Read full review

    Pros

    Cisco

    • Audio and video quality is amazing.
    • Screen sharing is easy.
    • Very secure connection.
    • Collaboration is made easy.
    • Easy access thanks to different versions available.
    Read full review

    Oracle

    • 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.
    Read full review

    Cons

    Cisco

    • No break out rooms[.]
    • Expensive relative to other similar products[.]
    • Video call is not effective as Zoom[.]
    • Ask to download client always[.]
    Read full review

    Oracle

    • 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.
    Read full review

    Pricing Details

    Cisco Webex Experience Management

    Starting Price

    $0 Per Month / 50 Responses / 1 user

    Editions & Modules

    Cisco Webex Experience Management editions and modules pricing
    EditionModules
    FREE$01
    BASIC$252
    STANDARD$503
    PREMIUM$1004
    EASY12 ¢5
    ENTERPRISE$5006

    Footnotes

    1. Per Month / 50 Responses / 1 user
    2. Per Month / 200 Responses / 2 users
    3. Per Month / 500 Responses / 2 users
    4. Per Month / 1000 Responses / 4 users
    5. Per Response / Unlimited users
    6. Customized Usage Packages

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Oracle Service

    Starting Price

    Editions & Modules

    Oracle Service editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Cisco

      No answers on this topic

      Oracle

      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.
      Read full review

      Usability

      Cisco

      No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps
      Read full review

      Oracle

      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.
      Read full review

      Reliability and Availability

      Cisco

      No answers on this topic

      Oracle

      We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.
      Read full review

      Performance

      Cisco

      No answers on this topic

      Oracle

      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.
      Read full review

      Support Rating

      Cisco

      Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.
      Read full review

      Oracle

      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)].
      Read full review

      In-Person Training

      Cisco

      No answers on this topic

      Oracle

      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.
      Read full review

      Implementation Rating

      Cisco

      No answers on this topic

      Oracle

      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
      Read full review

      Alternatives Considered

      Cisco

      Cisco Webex Experience Management offers customers a comprehensive selection of maturity models during the subscription, depending on their needs. One agreement covers software, features, services, and technical support. easy-to-use SaaS-based product that brands can use to measure key metrics like the Net Promoter Score and the unique Customer Delight score, discover actionable insights for Customer Experience improvement, and address issues as they happen at any touchpoint of interaction with the customer. The vendor further states a brand can go live in just 30 minutes across a global network of locations and multiple touchpoints of interaction, and that the solution is designed to integrate with the users’ existing tools including CRM solutions, POS data, and ERP solutions.
      Read full review

      Oracle

      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.
      Read full review

      Scalability

      Cisco

      No answers on this topic

      Oracle

      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.
      Read full review

      Return on Investment

      Cisco

      • Improved on work speed and efficiency by working in great and organized teams.
      • Management of customer journey in an orderly way.
      • It cuts off some people from joining or participating in a meeting.
      Read full review

      Oracle

      • 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.
      Read full review

      Screenshots

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