Brand Embassy (discontinued) vs. Oracle Fusion Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Brand Embassy (discontinued)
Score 7.4 out of 10
N/A
Brand Embassy is now part of NICE inContact CXone (acquired May 2019). Brand Embassy is social customer service software designed to help companies with high volume social customer service prioritize and automate the customer experience. Incoming requests and mentions from social media, blogs and website forms are unified in one dashboard and routed to the most relevant customer service agent. Customers…
$39
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
Brand Embassy (discontinued)Oracle Fusion Service
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Brand Embassy (discontinued)Oracle Fusion Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Brand Embassy (discontinued)Oracle Fusion Service
Top Pros
Top Cons
Features
Brand Embassy (discontinued)Oracle Fusion Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Brand Embassy (discontinued)
-
Ratings
Oracle Fusion Service
7.7
78 Ratings
2% below category average
Organize and prioritize service tickets00 Ratings7.573 Ratings
Expert directory00 Ratings7.553 Ratings
Subscription-based notifications00 Ratings7.657 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
Brand Embassy (discontinued)
-
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
Brand Embassy (discontinued)
-
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
Brand Embassy (discontinued)Oracle Fusion Service
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Brand Embassy (discontinued)Oracle Fusion Service
Likelihood to Recommend
2.0
(12 ratings)
6.5
(89 ratings)
Likelihood to Renew
7.7
(5 ratings)
10.0
(9 ratings)
Usability
1.0
(1 ratings)
10.0
(5 ratings)
Availability
8.2
(1 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
9.0
(1 ratings)
Support Rating
3.0
(4 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
Brand Embassy (discontinued)Oracle Fusion Service
Likelihood to Recommend
Discontinued Products
Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.
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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
Discontinued Products
  • Easy to understand and use interface with detailed perks for responding, evaluating and tracking user feedback.
  • Excellent and easy to generate reports with lots of relevant data for day-to-day operations.
  • Agent performance and team management.
  • Easily measurable KPIs thanks to detailed reporting.
  • Use of tags and sentiment help make analysis of customer behavior easier.
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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
Discontinued Products
  • In terms of reports that we get from Brand Embassy, it would be great to have information about the number of cases, or conversations that we have with our customers. At the moment, we have just info about number of interactions and the total workload.
  • There are options to tag every conversation, in order to track why our customers contact us. Their tag menu is a bit too small, it would be great if it was larger.
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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
Discontinued Products
I still use the platform: - its use is customer friendly - improves and speed up customer care on SM - improves speed and quality of internal processes/communication - monitor/measure all valuable metrics
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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
Discontinued Products
Please see all other details from previous answers in this survey.
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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
Discontinued Products
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
Discontinued Products
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
Discontinued Products
It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results
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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
Discontinued Products
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
Discontinued Products
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
Discontinued Products
Generally I don't see huge differences between social CRM tools - it's mainly in the details of how well it's implemented and connected to your channels. For example other tools cannot easily process non-standard channels like custom made forums or have a e-mail based ticketing for private follow ups. Brand Embassy shines in this area.
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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
Discontinued Products
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
Discontinued Products
  • The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.
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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

Brand Embassy (discontinued) Screenshots

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.