6 Ratings
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Score 6.7 out of 100
Top Rated
200 Ratings
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Score 8 out of 100

Likelihood to Recommend

Delighted

If you need a cheap solution and do not care too much about the data you are getting from your NPS program, then Delighted will do the trick. This does not seem to fit the needs of enterprise customers who want to go deep on data, segmentation, and quality feedback.
Jesse Brightman | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.
Carl Elliott | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Delighted
7.1
Oracle CX Service (formerly Oracle Service Cloud)
Themes
Delighted
6.4
Oracle CX Service (formerly Oracle Service Cloud)
Custom logo/branding
Delighted
7.8
Oracle CX Service (formerly Oracle Service Cloud)

Survey Reporting & Analytics

Delighted
7.8
Oracle CX Service (formerly Oracle Service Cloud)
Response tracking
Delighted
6.0
Oracle CX Service (formerly Oracle Service Cloud)
Data export
Delighted
8.8
Oracle CX Service (formerly Oracle Service Cloud)
Standard reports
Delighted
8.6
Oracle CX Service (formerly Oracle Service Cloud)

Survey Distribution

Delighted
7.0
Oracle CX Service (formerly Oracle Service Cloud)
Respondent restrictions
Delighted
7.0
Oracle CX Service (formerly Oracle Service Cloud)

Incident and problem management

Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.8
Organize and prioritize service tickets
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
8.5
Expert directory
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.2
Subscription-based notifications
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.0
ITSM collaboration and documentation
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.1
Ticket creation and submission
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Ticket response
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
8.4

Self Help Community

Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.8
External knowledge base
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Internal knowledge base
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.8

Multi-Channel Help

Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.9
Customer portal
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
8.5
IVR
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Social integration
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Email support
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
8.5
Help Desk CRM integration
Delighted
Oracle CX Service (formerly Oracle Service Cloud)
8.1

Pros

Delighted

  • Customizable - you can choose how often to have this go out.
  • You can add in a variety of buttons and change the questions that you want to have in the survey.
Anonymous | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • The ease of customization for our environment is very helpful.
  • The layout for our basic users is easy to understand and the flow is logical.
  • The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
Anonymous | TrustRadius Reviewer

Cons

Delighted

  • I would like to see more robust integrations with more software.
  • Reporting filters can’t be pre-configured or edited but instead, are based on column headers found in uploaded data. This can result in a messy dashboard.
  • Similarly, there are no usable options for reporting on date ranges, before/after dates, etc.
Anonymous | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

Likelihood to Renew

Delighted

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.9
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

Delighted

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 4 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

Support Rating

Delighted

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 7.6
Based on 12 answers
Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job
Kristine Tannert | TrustRadius Reviewer

Implementation Rating

Delighted

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX 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

Delighted

Delighted is very easy to use, for both our organization and our customers. There was little, if any, learning curve to figure out how to use most of its features. On the customer end, it's as simple as opening your email and tapping a rating. This makes customers more likely to respond and provides us with more data to work with. Other survey services we have tried are not that simple and we have gotten a much better response rate with Delighted.
Dave Becker | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

We haven't looked at any other products because the bring your own licenses to other cloud services is cost prohibitive. However we are positioning ourselves where we could use Azure for our Windows servers, AWS for our Linux, and Oracle for our DB services. We have been looking at Equinix as an intermediary solution between the cloud services.
Ray Hirte | TrustRadius Reviewer

Return on Investment

Delighted

  • Negative ROI - this cost myself and my team way too much time, effort, and energy to ensure we were getting the right data. We make too many business decisions and customer communications based on our customer feedback programs, and data cleanliness - or lackthereof- truly made this a tough buy.
Jesse Brightman | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
  • Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
  • Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Delighted

General

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

Delighted Editions & Modules

Edition
Survey 100 people/month$25
Survey 750 people/month$49
Survey 2500 people/month$99
Survey 5000 people/month$149
Survey 10,000 people/month$249
    Additional Pricing Details
    10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.

    Oracle CX Service (formerly Oracle Service Cloud)

    General

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

    Oracle CX Service (formerly Oracle Service Cloud) Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    Delighted
    5.3
    Oracle CX Service (formerly Oracle Service Cloud)
    7.8

    Likelihood to Renew

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    9.9

    Usability

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    9.0

    Reliability and Availability

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    10.0

    Performance

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    9.0

    Support Rating

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    7.6

    In-Person Training

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    9.0

    Implementation Rating

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    9.0

    Scalability

    Delighted
    Oracle CX Service (formerly Oracle Service Cloud)
    10.0

    Add comparison