<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
234 Ratings
18 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Oracle Service (formerly Oracle Service Cloud)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
234 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    8.3

    Oracle Service (formerly Oracle Service Cloud)

    83%
    Oracle Service (formerly Oracle Service Cloud) 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
    8.3
    83%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    58 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.5
    75%
    52 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.4
    84%
    75 Ratings

    Ticket response

    N/A
    0 Ratings
    8.4
    84%
    75 Ratings

    Self Help Community

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    8.3

    Oracle Service (formerly Oracle Service Cloud)

    83%
    Oracle Service (formerly Oracle Service Cloud) ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.3
    83%
    67 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    8.3
    83%
    76 Ratings

    Multi-Channel Help

    Brand Embassy, now part of NICE inContact CXone

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service (formerly Oracle Service Cloud)

    82%
    Oracle Service (formerly Oracle Service Cloud) ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.5
    85%
    71 Ratings

    IVR

    N/A
    0 Ratings
    7.9
    79%
    37 Ratings

    Social integration

    N/A
    0 Ratings
    7.1
    71%
    48 Ratings

    Email support

    N/A
    0 Ratings
    8.7
    87%
    76 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    8.9
    89%
    56 Ratings

    Attribute Ratings

    • Oracle Service (formerly Oracle Service Cloud) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Support Rating

    Likelihood to Recommend

    7.2

    Brand Embassy, now part of NICE inContact CXone

    72%
    11 Ratings
    8.2

    Oracle Service (formerly Oracle Service Cloud)

    82%
    89 Ratings

    Likelihood to Renew

    7.7

    Brand Embassy, now part of NICE inContact CXone

    77%
    5 Ratings
    10.0

    Oracle Service (formerly Oracle Service Cloud)

    100%
    9 Ratings

    Usability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    10.0

    Oracle Service (formerly Oracle Service Cloud)

    100%
    5 Ratings

    Availability

    8.2

    Brand Embassy, now part of NICE inContact CXone

    82%
    2 Ratings
    10.0

    Oracle Service (formerly Oracle Service Cloud)

    100%
    2 Ratings

    Performance

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    9.0

    Oracle Service (formerly Oracle Service Cloud)

    90%
    2 Ratings

    Support Rating

    9.1

    Brand Embassy, now part of NICE inContact CXone

    91%
    6 Ratings
    10.0

    Oracle Service (formerly Oracle Service Cloud)

    100%
    13 Ratings

    In-Person Training

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    9.0

    Oracle Service (formerly Oracle Service Cloud)

    90%
    1 Rating

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    9.0

    Oracle Service (formerly Oracle Service Cloud)

    90%
    8 Ratings

    Product Scalability

    Brand Embassy, now part of NICE inContact CXone

    N/A
    0 Ratings
    10.0

    Oracle Service (formerly Oracle Service Cloud)

    100%
    1 Rating

    Likelihood to Recommend

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy is excellent for brands that utilize a great influx of traffic, though even smaller channels will surely see a ton of improved feedback by using the platform. Having the ability to approach each audience differently yet organize the results and responses together, with the option for comparison and having the report issued separately or together is a great deal better than to have to do the manual work yourself (not to mention it is not going to be as insightful nor precise).
    Milko Aritonoski | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    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.
    Elizabeth Cassidy | TrustRadius Reviewer

    Pros

    Brand Embassy, now part of NICE inContact CXone

    • Social CRM: we appreciate this tool, because we focus on influencers a lot these days. It is important to know the person we are communicating with so we can prioritize who are we going to answer first. Influencers can cause passionate discussion and thanks to Brand Embassy we can quickly respond to them. Therefore we mark influencers in our social CRM. We also appreciate the fact that our online care team knows what the person has been dealing with lately.
    • Analysis: our colleagues sometimes want to know how their product is doing and what people say about it on social media and how much is it discussed. Thanks to Brand Embassy we can generate a simple overview of the amount of questions and comments about specific product according to our tags.
    • Simplicity: we prefer simple, yet effective tools, which Brand Embassy surely is. Our social care team does not have to switch between channels and social networks which increases their effectiveness. We also appreciate that our team can see any discussion about O2 wherever on the web, which is very useful for us as we enter the world of sport games, football and hockey. That causes passionate discussions on sport pages and online media outlets.
    Pavla Šedivá | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    • 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.
    Carl Elliott | TrustRadius Reviewer

    Cons

    Brand Embassy, now part of NICE inContact CXone

    • 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.
    Milica Isailovic | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Brand Embassy, now part of NICE inContact CXone

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    No

    Starting Price

    $39 per month

    Oracle Service (formerly Oracle Service Cloud)

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Likelihood to Renew

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 7.7
    Based on 5 answers
    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
    Michaela Havelková | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 10.0
    Based on 9 answers
    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.
    Anonymous | TrustRadius Reviewer

    Usability

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 10.0
    Based on 5 answers
    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.
    Mig Ponce | TrustRadius Reviewer

    Reliability and Availability

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 8.2
    Based on 2 answers
    No answer on this topic is available.

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 10.0
    Based on 2 answers
    We have never had issues with downtime or it not being available.Upgrades and maintenance also happens in weekends or at night.
    Anonymous | TrustRadius Reviewer

    Performance

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 9.0
    Based on 2 answers
    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.
    Anonymous | TrustRadius Reviewer

    Support Rating

    Brand Embassy, now part of NICE inContact CXone

    Brand Embassy, now part of NICE inContact CXone 9.1
    Based on 6 answers
    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
    Milko Aritonoski | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 10.0
    Based on 13 answers
    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)].
    Chris Edwards | TrustRadius Reviewer

    In-Person Training

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 9.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 9.0
    Based on 8 answers
    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
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Brand Embassy, now part of NICE inContact CXone

    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.
    Dušan Šimonovič | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    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.
    Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

    Scalability

    Brand Embassy, now part of NICE inContact CXone

    No score
    No answers yet
    No answers on this topic

    Oracle Service (formerly Oracle Service Cloud)

    Oracle Service (formerly Oracle Service Cloud) 10.0
    Based on 1 answer
    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.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    Brand Embassy, now part of NICE inContact CXone

    • + We can fully monitor every mention of our brand.
    • + We are able to respond faster and more accurately (thanks to customer history)
    • + As more employees can work all at once, we can solve more posts from different sources immediately.
    Ondřej Ullmann | TrustRadius Reviewer

    Oracle Service (formerly Oracle Service Cloud)

    • 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.
    Raymond Hirte | TrustRadius Reviewer

    Screenshots

    Add comparison