5 Ratings
Top Rated
237 Ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.7 out of 100
Top Rated
237 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Feature Set Ratings

    Survey Format & Appearance

    8.5

    SurveyLab

    85%

    Oracle Service

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 3/3 features

    Survey templates

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Themes

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Custom logo/branding

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Content

    8.8

    SurveyLab

    88%

    Oracle Service

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 3/3 features

    Changes to live survey

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Question design help

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Multiple question types

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Logic

    9.1

    SurveyLab

    91%

    Oracle Service

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 1/1 features

    Survey logic flexibility

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Reporting & Analytics

    8.5

    SurveyLab

    85%

    Oracle Service

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 5/5 features

    Response tracking

    7.3
    73%
    1 Rating
    N/A
    0 Ratings

    Data export

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Standard reports

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Custom reports

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Analytics

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Administration & Security

    8.6

    SurveyLab

    86%

    Oracle Service

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 2/2 features

    Access controls

    8.2
    82%
    1 Rating
    N/A
    0 Ratings

    Compliance

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Survey Distribution

    9.1

    SurveyLab

    91%

    Oracle Service

    Feature Set Not Supported
    N/A
    SurveyLab ranks higher in 2/2 features

    Vendor-offered crowdsourcing

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Respondent restrictions

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Incident and problem management

    SurveyLab

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service

    82%
    Oracle Service ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.7
    87%
    74 Ratings

    Expert directory

    N/A
    0 Ratings
    8.2
    82%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.4
    84%
    58 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.3
    73%
    52 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.3
    83%
    75 Ratings

    Ticket response

    N/A
    0 Ratings
    8.2
    82%
    75 Ratings

    Self Help Community

    SurveyLab

    Feature Set Not Supported
    N/A
    8.1

    Oracle Service

    81%
    Oracle Service ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.1
    81%
    67 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.1
    81%
    76 Ratings

    Multi-Channel Help

    SurveyLab

    Feature Set Not Supported
    N/A
    8.1

    Oracle Service

    81%
    Oracle Service ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.4
    84%
    71 Ratings

    IVR

    N/A
    0 Ratings
    7.7
    77%
    37 Ratings

    Social integration

    N/A
    0 Ratings
    6.7
    67%
    48 Ratings

    Email support

    N/A
    0 Ratings
    8.6
    86%
    76 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.8
    88%
    56 Ratings

    Attribute Ratings

    • SurveyLab is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.1

    SurveyLab

    91%
    1 Rating
    8.2

    Oracle Service

    82%
    89 Ratings

    Likelihood to Renew

    SurveyLab

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    9 Ratings

    Usability

    SurveyLab

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    5 Ratings

    Availability

    SurveyLab

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    2 Ratings

    Performance

    SurveyLab

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    2 Ratings

    Support Rating

    SurveyLab

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    13 Ratings

    In-Person Training

    SurveyLab

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Implementation Rating

    SurveyLab

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    8 Ratings

    Configurability

    SurveyLab

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Ease of integration

    SurveyLab

    N/A
    0 Ratings
    7.8

    Oracle Service

    78%
    11 Ratings

    Product Scalability

    SurveyLab

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    1 Rating

    Likelihood to Recommend

    7 Points Ltd.

    MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
    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.
    Read full review

    Pros

    7 Points Ltd.

    • They have great support that always will help you.
    • MySurveyLab is very flexible. Some things can be done in several ways.
    • They have a very good analytics module with trends, dashboards and data segments. This can give you another view of your data.
    • Collectors add flexibility to surveys. You can collect surveys from a few different source at once
    • They have a mobile application that can collect responses offline(!)
    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.
    Read full review

    Cons

    7 Points Ltd.

    • Summary export in Excel could be nicer.
    • Tags in the left menu could be more intuitive.
    Read full review

    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.
    Read full review

    Pricing Details

    SurveyLab

    Starting Price

    Editions & Modules

    SurveyLab editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Oracle Service

      Starting Price

      Editions & Modules

      Oracle Service editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        7 Points Ltd.

        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.
        Read full review

        Usability

        7 Points Ltd.

        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.
        Read full review

        Reliability and Availability

        7 Points Ltd.

        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.
        Read full review

        Performance

        7 Points Ltd.

        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.
        Read full review

        Support Rating

        7 Points Ltd.

        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)].
        Read full review

        In-Person Training

        7 Points Ltd.

        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.
        Read full review

        Implementation Rating

        7 Points Ltd.

        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
        Read full review

        Alternatives Considered

        7 Points Ltd.

        Read full review

        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.
        Read full review

        Scalability

        7 Points Ltd.

        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.
        Read full review

        Return on Investment

        7 Points Ltd.

        • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
        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.
        Read full review

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