Khoros CX Insights vs. Oracle Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros CX Insights
Score 9.0 out of 10
N/A
Khoros CX Insights (formerly Topbox, acquired by Khoros January 2021) offers Enterprise Conversation Analytics software as a solution to aggregate conversational data from every customer interaction for deep analysis. The vendor states everywhere customers talk to or about a company, the solution is listening with AI-backed natural language processing to deliver a unified view of any customer’s experience with a brand.N/A
Oracle Service
Score 5.2 out of 10
N/A
Oracle Service 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
Khoros CX InsightsOracle Service
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Khoros CX InsightsOracle Service
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Khoros CX InsightsOracle Service
Top Pros
Top Cons
Features
Khoros CX InsightsOracle Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Khoros CX Insights
-
Ratings
Oracle Service
7.5
78 Ratings
4% below category average
Organize and prioritize service tickets00 Ratings7.173 Ratings
Expert directory00 Ratings7.553 Ratings
Subscription-based notifications00 Ratings7.157 Ratings
ITSM collaboration and documentation00 Ratings6.750 Ratings
Ticket creation and submission00 Ratings9.074 Ratings
Ticket response00 Ratings8.074 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Khoros CX Insights
-
Ratings
Oracle Service
7.3
74 Ratings
4% below category average
External knowledge base00 Ratings6.865 Ratings
Internal knowledge base00 Ratings7.774 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Khoros CX Insights
-
Ratings
Oracle Service
7.2
76 Ratings
5% below category average
Customer portal00 Ratings7.569 Ratings
IVR00 Ratings7.635 Ratings
Social integration00 Ratings4.746 Ratings
Email support00 Ratings7.874 Ratings
Help Desk CRM integration00 Ratings8.654 Ratings
Best Alternatives
Khoros CX InsightsOracle Service
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Score 9.0 out of 10
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Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
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Verint Voice of the Customer
Verint Voice of the Customer
Score 9.4 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Khoros CX InsightsOracle Service
Likelihood to Recommend
7.3
(1 ratings)
5.3
(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)
5.1
(11 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Khoros CX InsightsOracle Service
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
There are many ways in which to see information and this is great, the issue is the quality of the information. We are lacking sources. Everything is biased to Twitter and this does not portray a reasonable amount of information to make decisions.
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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
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
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
Khoros (Formerly Spredfast + Lithium)
  • Getting info from LinkedIn.
  • Getting info from web pages.
  • Getting info from newspapers and other articles.
  • Getting info from more platforms.
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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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
Khoros is missing to analyze more sources for information. Search bar is great.
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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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
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

Khoros CX Insights Screenshots

Screenshot of An omnichannel customer experienceScreenshot of CX InsightsScreenshot of Discovery Topbox AI

Oracle 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.