What users are saying about
10 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.7 out of 100
Based on 10 reviews and ratings
Oracle Service
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Top Rated
236 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 236 reviews and ratings
Feature Set Ratings
Security
9.7
Custify
97%

Oracle Service
Feature Set Not Supported
N/A
Custify ranks higher in 1/1 features
Custify ranks higher in 1/1 features
Role-based user permissions
9.7
97%
10 Ratings

N/A
0 Ratings
Platform & Infrastructure
9.7
Custify
97%

Oracle Service
Feature Set Not Supported
N/A
Custify ranks higher in 1/1 features
Custify ranks higher in 1/1 features
API
9.7
97%
10 Ratings

N/A
0 Ratings
Customer Data Extraction / Integration
9.4
Custify
94%

Oracle Service
Feature Set Not Supported
N/A
Custify ranks higher in 2/2 features
Custify ranks higher in 2/2 features
Product usage
9.7
97%
10 Ratings

N/A
0 Ratings
Help desk / support tickets
9.1
91%
1 Rating

N/A
0 Ratings
Customer Success Management
9.6
Custify
96%

Oracle Service
Feature Set Not Supported
N/A
Custify ranks higher in 6/6 features
Custify ranks higher in 6/6 features
Sponsor tracking
9.1
91%
1 Rating

N/A
0 Ratings
Customer profiles
9.7
97%
10 Ratings

N/A
0 Ratings
Automated workflow
9.0
90%
10 Ratings

N/A
0 Ratings
Internal collaboration
10.0
100%
10 Ratings

N/A
0 Ratings
Customer health scoring
10.0
100%
10 Ratings

N/A
0 Ratings
Customer segmentation
10.0
100%
10 Ratings

N/A
0 Ratings
CSM Reporting & Analytics
9.5
Custify
95%

Oracle Service
Feature Set Not Supported
N/A
Custify ranks higher in 3/3 features
Custify ranks higher in 3/3 features
Customer health trends
10.0
100%
10 Ratings

N/A
0 Ratings
Engagement analytics
9.4
94%
10 Ratings

N/A
0 Ratings
Dashboards
9.1
91%
2 Ratings

N/A
0 Ratings
Incident and problem management
Custify
Feature Set Not Supported
N/A

8.3
Oracle Service
83%
Oracle Service ranks higher in 6/6 features
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

8.3
83%
55 Ratings
Subscription-based notifications
N/A
0 Ratings

8.3
83%
58 Ratings
ITSM collaboration and documentation
N/A
0 Ratings

7.5
75%
52 Ratings
Ticket creation and submission
N/A
0 Ratings

8.4
84%
75 Ratings
Ticket response
N/A
0 Ratings

8.3
83%
75 Ratings
Self Help Community
Custify
Feature Set Not Supported
N/A

8.3
Oracle Service
83%
Oracle Service ranks higher in 2/2 features
Oracle Service ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings

8.3
83%
67 Ratings
Internal knowledge base
N/A
0 Ratings

8.3
83%
76 Ratings
Multi-Channel Help
Custify
Feature Set Not Supported
N/A

8.2
Oracle Service
82%
Oracle Service ranks higher in 5/5 features
Oracle Service ranks higher in 5/5 features
Customer portal
N/A
0 Ratings

8.5
85%
71 Ratings
IVR
N/A
0 Ratings

7.9
79%
37 Ratings
Social integration
N/A
0 Ratings

7.1
71%
48 Ratings
Email support
N/A
0 Ratings

8.7
87%
76 Ratings
Help Desk CRM integration
N/A
0 Ratings

8.9
89%
56 Ratings
Attribute Ratings
- Custify is rated higher in 1 area: Likelihood to Recommend
- Oracle Service is rated higher in 1 area: Usability
- Custify and Oracle Service are tied in 1 area: Support Rating
Likelihood to Recommend
9.7
Custify
97%
10 Ratings

8.2
Oracle Service
82%
89 Ratings
Likelihood to Renew
Custify
N/A
0 Ratings

10.0
Oracle Service
100%
9 Ratings
Usability
8.0
Custify
80%
1 Rating

10.0
Oracle Service
100%
5 Ratings
Availability
Custify
N/A
0 Ratings

10.0
Oracle Service
100%
2 Ratings
Performance
Custify
N/A
0 Ratings

9.0
Oracle Service
90%
2 Ratings
Support Rating
10.0
Custify
100%
1 Rating

10.0
Oracle Service
100%
13 Ratings
In-Person Training
Custify
N/A
0 Ratings

9.0
Oracle Service
90%
1 Rating
Implementation Rating
Custify
N/A
0 Ratings

9.0
Oracle Service
90%
8 Ratings
Product Scalability
Custify
N/A
0 Ratings

10.0
Oracle Service
100%
1 Rating
Likelihood to Recommend
Custify
Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
Product Manager
GloriaFoodComputer Software, 11-50 employees
Oracle Service
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.
Senior Analyst, Customer Analytics
Alliance Data Card ServicesFinancial Services, 5001-10,000 employees
Pros
Custify
- As many health scores as you want per account on one screen.
- As many lifecycles as you want per account on one screen.
- Lots of health history information per client on one screen.
- Very easy usage for team collaboration.

Verified User
Employee in Sales
Telecommunications Company, 501-1000 employeesOracle Service
- 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.
VP Professional Services & Solutions
Helix Business SolutionsComputer Software, 51-200 employees
Cons
Custify
- There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
- The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.

Verified User
C-Level Executive in Information Technology
Information Technology & Services Company, 1-10 employeesOracle Service
- 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.

Verified User
General Manager in Information Technology
Government Relations Company, 11-50 employeesPricing Details
Custify
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—Oracle Service
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
Custify
No score
No answers yet
No answers on this topic
Oracle Service
Oracle Service 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.

Verified User
Manager in Customer Service
Electrical/Electronic Manufacturing Company, 1001-5000 employeesUsability
Custify
Custify 8.0
Based on 1 answer
Overall a great tool with very useful features. It's UI seems a bit clunky and there is no full dashboard. Without these it takes a bit of work to find what you need and get an overview of current activity. Also, implementing everything takes a bit of work. I would recommend it to any saas that is serious about scaling and has a customer success dept

Verified User
C-Level Executive in Corporate
Computer Software Company, 11-50 employeesOracle Service
Oracle Service 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.
CRM Project & Solutions Manager
Shutterfly, Inc. (and subsidiary brands Tiny Prints, Wedding Paper Divas, Treat, & ThisLife)1001-5000 employees
Reliability and Availability
Custify
No score
No answers yet
No answers on this topic
Oracle Service
Oracle Service 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.

Verified User
Professional in Other
Utilities Company, 51-200 employeesPerformance
Custify
No score
No answers yet
No answers on this topic
Oracle Service
Oracle Service 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.

Verified User
Professional in Other
Utilities Company, 51-200 employeesSupport Rating
Custify
Custify 10.0
Based on 1 answer
Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it

Verified User
C-Level Executive in Corporate
Computer Software Company, 11-50 employeesOracle Service
Oracle Service 10.0
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)].
Project Manager
TotalOil & Energy, 5001-10,000 employees
In-Person Training
Custify
No score
No answers yet
No answers on this topic
Oracle Service
Oracle Service 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.

Verified User
Professional in Other
Utilities Company, 51-200 employeesImplementation Rating
Custify
No score
No answers yet
No answers on this topic
Oracle Service
Oracle Service 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

Verified User
Manager in Customer Service
Electrical/Electronic Manufacturing Company, 1001-5000 employeesAlternatives Considered
Custify
This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
Marketing Coordinator
SocialinsiderInformation Technology & Services, 1-10 employees
Oracle Service
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.
Business Development Director - TCS Oracle Practice, Americas
Tata Consultancy ServicesInformation Technology and Services, 10,001+ employees
Scalability
Custify
No score
No answers yet
No answers on this topic
Oracle Service
Oracle Service 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.

Verified User
Professional in Other
Utilities Company, 51-200 employeesReturn on Investment
Custify
- Positive impact on churn reduction.
- Easy view of the customer onboarding progress.
- Playbooks make contacting a specific group of clients very easy.
Customer Success Lead
Referrizer LLCMarketing & Advertising, 51-200 employees
Oracle Service
- 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.
APEX (Peoplesoft) ERP Program Manager
Hennepin CountyGovernment Administration, 5001-10,000 employees