Inbenta Enterprise Search vs. Oracle Fusion Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Inbenta Enterprise Search
Score 8.0 out of 10
Enterprise companies (1,001+ employees)
Inbenta is a conversational intelligence technology provider headquartered in Sunnyvale. Inbenta Search is a search tool built with the vendor’s Symbolic AI and Natural Language Processing (NLP) that aims to help the user reduce support cost by understanding customers’ questions and quickly delivering the most relevant answers, providing a self-service solution to customer support.N/A
Oracle Fusion Service
Score 6.9 out of 10
N/A
Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.N/A
Pricing
Inbenta Enterprise SearchOracle Fusion Service
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Inbenta Enterprise SearchOracle Fusion Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsInbenta is a scalable solution. The vendor charges based on the number of sessions or searches that occur on the user's support site. The vendor also offers free trials with certain partner integrations including Zendesk and Salesforce Desk.com.
More Pricing Information
Community Pulse
Inbenta Enterprise SearchOracle Fusion Service
Top Pros
Top Cons
Features
Inbenta Enterprise SearchOracle Fusion Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Inbenta Enterprise Search
-
Ratings
Oracle Fusion Service
7.6
78 Ratings
4% below category average
Organize and prioritize service tickets00 Ratings7.473 Ratings
Expert directory00 Ratings7.553 Ratings
Subscription-based notifications00 Ratings7.557 Ratings
ITSM collaboration and documentation00 Ratings6.750 Ratings
Ticket creation and submission00 Ratings8.774 Ratings
Ticket response00 Ratings8.074 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Inbenta Enterprise Search
-
Ratings
Oracle Fusion Service
7.3
74 Ratings
6% below category average
External knowledge base00 Ratings6.965 Ratings
Internal knowledge base00 Ratings7.774 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Inbenta Enterprise Search
-
Ratings
Oracle Fusion Service
7.3
76 Ratings
5% below category average
Customer portal00 Ratings7.569 Ratings
IVR00 Ratings7.635 Ratings
Social integration00 Ratings4.946 Ratings
Email support00 Ratings7.974 Ratings
Help Desk CRM integration00 Ratings8.654 Ratings
Best Alternatives
Inbenta Enterprise SearchOracle Fusion Service
Small Businesses
Algolia
Algolia
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Guru
Guru
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Guru
Guru
Score 9.0 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Inbenta Enterprise SearchOracle Fusion Service
Likelihood to Recommend
8.0
(1 ratings)
6.3
(89 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(9 ratings)
Usability
-
(0 ratings)
10.0
(5 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
10.0
(7 ratings)
In-Person Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
-
(0 ratings)
9.0
(4 ratings)
Configurability
-
(0 ratings)
9.0
(1 ratings)
Ease of integration
-
(0 ratings)
5.8
(11 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Inbenta Enterprise SearchOracle Fusion Service
Likelihood to Recommend
Inbenta Technologies Inc.
If you are looking for an enterprise search platform that offers an easy to use interface and if high performance is not really your priority, then I believe Inbenta Enterprise Search would fit your use case. For most other situations, I would recommend using a tried and tested search platform like Apache Solr.
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.
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Pros
Inbenta Technologies Inc.
  • Fairly easy to use interface.
  • Quick to onboard new users, both in terms of access as well as training.
  • The NLP-based semantic search feature is quite impressive.
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.
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Cons
Inbenta Technologies Inc.
  • It is a fairly new tool in the market, so not much market feedback exists for this. This made us apprehensive in using it.
  • The documentation and online forums are bare minimum.
  • Quite buggy when working with multiple sources.
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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.
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Likelihood to Renew
Inbenta Technologies Inc.
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.
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Usability
Inbenta Technologies Inc.
No answers on this topic
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.
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Reliability and Availability
Inbenta Technologies Inc.
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.
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Performance
Inbenta Technologies Inc.
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.
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Support Rating
Inbenta Technologies Inc.
No answers on this topic
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)].
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In-Person Training
Inbenta Technologies Inc.
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.
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Implementation Rating
Inbenta Technologies Inc.
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
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Alternatives Considered
Inbenta Technologies Inc.
Apache Solr to Inbenta is like Java to Python. Apache Solr is powerful and handles complex search platforms well. Inbenta, on the other hand, is meant to be easy to use and does not lay too much emphasis on performance. If you are a small or medium business, Inbenta may suit your needs better. However, if you wish to manage a large and complex search platform, Solr is the way to go.
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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.
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Scalability
Inbenta Technologies Inc.
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.
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Return on Investment
Inbenta Technologies Inc.
  • Enabled our developers to quickly deploy changes to the search model.
  • NLP-powered semantic search feedback provides good actionable insights.
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.
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ScreenShots

Inbenta Enterprise Search Screenshots

Screenshot of Inbenta Search Sample Result

Oracle Fusion Service Screenshots

Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.Screenshot of Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.Screenshot of Bring omnichannel interactions together into an intuitive, unified agent desktop.Screenshot of A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.Screenshot of Tailor customer experiences with contextualized and personalized service using dynamic interviews.Screenshot of Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.