15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100
Top Rated
201 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

NICE Satmetrix

Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Simon Whight | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.
Carl Elliott | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Survey templates
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Themes
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Custom logo/branding
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)

Survey Content

NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Changes to live survey
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Question design help
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Multiple question types
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)

Survey Logic

NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Survey logic flexibility
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)

Survey Reporting & Analytics

NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Response tracking
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Data export
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Standard reports
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Custom reports
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Analytics
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)

Survey Administration & Security

NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Access controls
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Compliance
NICE Satmetrix
8.0
Oracle CX Service (formerly Oracle Service Cloud)

Incident and problem management

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Organize and prioritize service tickets
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Expert directory
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.2
Subscription-based notifications
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
6.9
ITSM collaboration and documentation
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.0
Ticket creation and submission
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Ticket response
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
8.4

Self Help Community

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.7
External knowledge base
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Internal knowledge base
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.7

Multi-Channel Help

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.9
Customer portal
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
8.5
IVR
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Social integration
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Email support
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Help Desk CRM integration
NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
8.1

Pros

NICE Satmetrix

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
Geoff Gardner, MSPM, MBCS, CITP | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • The ease of customization for our environment is very helpful.
  • The layout for our basic users is easy to understand and the flow is logical.
  • The ability to query previous incidences is simple and easy to export in order to provide information to other departments.
Anonymous | TrustRadius Reviewer

Cons

NICE Satmetrix

  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
Lawrence Kravitz | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • Getting better - Improved integration to Oracle Sales Cloud - but Oracle is now addressing this with Oracle Engagement Cloud as a combo of Sales & Service Cloud.
  • Bad - Perception problems in terms of robust functionality vis-à-vis the same service product from Salesforce...
  • Problem - Oracle has difficulty getting current customers to renew their Service Cloud subscriptions. Pricing vis-à-vis SFDC may be the issue.
Frank Watts - CPIM, CIRM, MBA Operations Mgt | TrustRadius Reviewer

Likelihood to Renew

NICE Satmetrix

NICE Satmetrix 5.1
Based on 5 answers
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Anonymous | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.9
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

NICE Satmetrix

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 4 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

Support Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 7.9
Based on 12 answers
Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job
Kristine Tannert | TrustRadius Reviewer

Implementation Rating

NICE Satmetrix

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX 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

NICE Satmetrix

I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Anonymous | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

We haven't looked at any other products because the bring your own licenses to other cloud services is cost prohibitive. However we are positioning ourselves where we could use Azure for our Windows servers, AWS for our Linux, and Oracle for our DB services. We have been looking at Equinix as an intermediary solution between the cloud services.
Ray Hirte | TrustRadius Reviewer

Return on Investment

NICE Satmetrix

  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
Rob Ellison | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

  • Oracle Service Cloud's ability to tie together the support department in our company to the customer as well as other areas of the company has narrowed the gap between support issues and resolution by placing everything into one easy-to-use and navigate interface.
  • Allowing the customers to create their own email or chat support cases and insert them into the system for action by our support department helps provide quicker service response in some cases.
  • Reports that indicate case status and time in system help to prioritize cases that may require more attention or more immediate resolution is a very beneficial function that we utilize regularly.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE Satmetrix

General

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

Oracle CX Service (formerly Oracle Service Cloud)

General

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

Rating Summary

Likelihood to Recommend

NICE Satmetrix
4.0
Oracle CX Service (formerly Oracle Service Cloud)
7.8

Likelihood to Renew

NICE Satmetrix
5.1
Oracle CX Service (formerly Oracle Service Cloud)
9.9

Usability

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Reliability and Availability

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
10.0

Performance

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Support Rating

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
7.9

In-Person Training

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Implementation Rating

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Scalability

NICE Satmetrix
Oracle CX Service (formerly Oracle Service Cloud)
10.0

Add comparison