Mojo Helpdesk vs. Oracle Fusion Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Mojo Helpdesk
Score 9.6 out of 10
N/A
Mojo Helpdesk is a relatively simple online help desk / ticketing system aimed at SMBs. It offers an affordable pricing plan starting at $24 for eleven agents, and scales with the number of agents using the software.
$24
per month
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
Mojo HelpdeskOracle Fusion Service
Editions & Modules
Mini Me
$0
Includes 10 agents
Professional
$29
Includes 10 agents
Enterprise
$99
Includes 10 agents
Unlimited
$399
Unlimited agents
No answers on this topic
Offerings
Pricing Offerings
Mojo HelpdeskOracle Fusion Service
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
Mojo HelpdeskOracle Fusion Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Mojo Helpdesk
9.8
1 Ratings
22% above category average
Oracle Fusion Service
7.7
78 Ratings
2% below category average
Organize and prioritize service tickets10.01 Ratings7.573 Ratings
Expert directory10.01 Ratings7.553 Ratings
Subscription-based notifications10.01 Ratings7.657 Ratings
ITSM collaboration and documentation9.01 Ratings6.750 Ratings
Ticket creation and submission10.01 Ratings8.774 Ratings
Ticket response10.01 Ratings8.074 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Mojo Helpdesk
10.0
1 Ratings
25% above category average
Oracle Fusion Service
7.3
74 Ratings
6% below category average
External knowledge base10.01 Ratings6.965 Ratings
Internal knowledge base10.01 Ratings7.774 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Mojo Helpdesk
10.0
1 Ratings
26% above category average
Oracle Fusion Service
7.3
76 Ratings
5% below category average
Customer portal10.01 Ratings7.569 Ratings
Social integration10.01 Ratings4.946 Ratings
Email support10.01 Ratings7.974 Ratings
Help Desk CRM integration10.01 Ratings8.654 Ratings
IVR00 Ratings7.635 Ratings
Best Alternatives
Mojo HelpdeskOracle Fusion Service
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Mojo HelpdeskOracle Fusion Service
Likelihood to Recommend
10.0
(1 ratings)
6.5
(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)
5.9
(11 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Mojo HelpdeskOracle Fusion Service
Likelihood to Recommend
Metadot Corporation
For a small business it is a very good value.
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
Metadot Corporation
  • User friendly- easy to setup and get running.
  • Built in reports to improve and measure customer satisfaction.
  • Always adding new features to enhance the product for the user.
  • Support organization responds quickly to issues and questions.
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
Metadot Corporation
  • The ability to be able to customize the priority level of a ticket. Currently these are set by default and can not be changed.
  • Text box section on the rating to have the option to tell why a low rating was given.
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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
Metadot Corporation
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
Metadot Corporation
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
Metadot Corporation
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
Metadot Corporation
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
Metadot Corporation
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
Metadot Corporation
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
Metadot Corporation
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
Metadot Corporation
Price and customer service.
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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
Metadot Corporation
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
Metadot Corporation
  • Our company’s improved customer support response times and expert service has helped us make money.
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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

Mojo Helpdesk Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of

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.