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Top Rated
221 Ratings
9 Ratings
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Score 8.9 out of 100

Oracle Service (formerly Oracle Service Cloud)

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Top Rated
221 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

CustomerSuccessBox

It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
Karthik Jairam | 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

Platform & Infrastructure

CustomerSuccessBox
8.6
Oracle Service (formerly Oracle Service Cloud)
API
CustomerSuccessBox
8.7
Oracle Service (formerly Oracle Service Cloud)
Integration with Salesforce.com
CustomerSuccessBox
8.5
Oracle Service (formerly Oracle Service Cloud)

Customer Data Extraction / Integration

CustomerSuccessBox
8.9
Oracle Service (formerly Oracle Service Cloud)
Product usage
CustomerSuccessBox
8.8
Oracle Service (formerly Oracle Service Cloud)
Help desk / support tickets
CustomerSuccessBox
8.9
Oracle Service (formerly Oracle Service Cloud)

Customer Success Management

CustomerSuccessBox
8.7
Oracle Service (formerly Oracle Service Cloud)
NPS surveys
CustomerSuccessBox
8.3
Oracle Service (formerly Oracle Service Cloud)
Sponsor tracking
CustomerSuccessBox
8.6
Oracle Service (formerly Oracle Service Cloud)
Customer profiles
CustomerSuccessBox
8.5
Oracle Service (formerly Oracle Service Cloud)
Automated workflow
CustomerSuccessBox
8.7
Oracle Service (formerly Oracle Service Cloud)
Customer health scoring
CustomerSuccessBox
9.0
Oracle Service (formerly Oracle Service Cloud)
Customer segmentation
CustomerSuccessBox
8.8
Oracle Service (formerly Oracle Service Cloud)

CSM Reporting & Analytics

CustomerSuccessBox
8.5
Oracle Service (formerly Oracle Service Cloud)
Customer health trends
CustomerSuccessBox
8.9
Oracle Service (formerly Oracle Service Cloud)
Engagement analytics
CustomerSuccessBox
8.7
Oracle Service (formerly Oracle Service Cloud)
Revenue forecasting
CustomerSuccessBox
7.8
Oracle Service (formerly Oracle Service Cloud)
Dashboards
CustomerSuccessBox
8.7
Oracle Service (formerly Oracle Service Cloud)

Incident and problem management

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.7
Organize and prioritize service tickets
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.0
Expert directory
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.7
Subscription-based notifications
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.3
ITSM collaboration and documentation
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.3
Ticket creation and submission
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.8
Ticket response
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.1

Self Help Community

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.9
External knowledge base
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.9
Internal knowledge base
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.8

Multi-Channel Help

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.6
Customer portal
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.0
IVR
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.3
Social integration
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.0
Email support
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
8.8
Help Desk CRM integration
CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.1

Pros

CustomerSuccessBox

  • Provides product adoption and client relationship metrics on Account level.
  • Provides options for customizable dashboards.
  • Automated alerts based on set criteria.
  • Sheldon [ai] recommendations.
  • Quick support
Sachin Agarwal | 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

CustomerSuccessBox

  • Quick add logs/tasks directly from the account page, this will save a lot of loading time and effort.
  • Software load speed.
Gavin Thomas | 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

CustomerSuccessBox

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

CustomerSuccessBox

CustomerSuccessBox 8.8
Based on 9 answers
For a product Like CSB - User Interface is very important , & I must say CSB has User Interface.CSB runs smooth.Different Attributes at tips to ease the work.Integrating all my customers in one view
Ankur Parswani | TrustRadius Reviewer

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.9
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

CustomerSuccessBox

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

CustomerSuccessBox

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

CustomerSuccessBox

CustomerSuccessBox 9.1
Based on 9 answers
It is very good and can be reached on emails easily, support gives the resolution on time and can help in working us productively
Akshay Jangra | TrustRadius Reviewer

Oracle Service (formerly Oracle Service Cloud)

Oracle Service (formerly Oracle Service Cloud) 9.8
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

CustomerSuccessBox

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

CustomerSuccessBox

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

CustomerSuccessBox

We have chosen CustomerSuccessBox as it provides a 360degree customer view and end-to-end customer success management. On top of that having the visibility to automate alerts.
Shweta Dubey | TrustRadius Reviewer

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

CustomerSuccessBox

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

CustomerSuccessBox

  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
Sachin Agarwal | 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

CustomerSuccessBox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$ 499*

* per user

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

CustomerSuccessBox
8.9
Oracle Service (formerly Oracle Service Cloud)
8.4

Likelihood to Renew

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
10.0

Usability

CustomerSuccessBox
8.8
Oracle Service (formerly Oracle Service Cloud)
9.9

Reliability and Availability

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
10.0

Performance

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.0

Support Rating

CustomerSuccessBox
9.1
Oracle Service (formerly Oracle Service Cloud)
9.8

In-Person Training

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.0

Implementation Rating

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
9.0

Scalability

CustomerSuccessBox
Oracle Service (formerly Oracle Service Cloud)
10.0

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