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

Oracle Service

<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

    Survey Format & Appearance

    8.0

    NICE Satmetrix

    80%

    Oracle Service

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

    Survey templates

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Themes

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Custom logo/branding

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Content

    8.0

    NICE Satmetrix

    80%

    Oracle Service

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

    Changes to live survey

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Question design help

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Multiple question types

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Logic

    8.0

    NICE Satmetrix

    80%

    Oracle Service

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

    Survey logic flexibility

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Reporting & Analytics

    8.0

    NICE Satmetrix

    80%

    Oracle Service

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

    Response tracking

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Data export

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Standard reports

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Custom reports

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Analytics

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Survey Administration & Security

    8.0

    NICE Satmetrix

    80%

    Oracle Service

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

    Access controls

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Compliance

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    NICE Satmetrix

    Feature Set Not Supported
    N/A
    8.3

    Oracle Service

    83%
    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
    8.3
    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

    NICE Satmetrix

    Feature Set Not Supported
    N/A
    8.3

    Oracle Service

    83%
    Oracle Service 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

    NICE Satmetrix

    Feature Set Not Supported
    N/A
    8.2

    Oracle Service

    82%
    Oracle Service 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 is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew

    Likelihood to Recommend

    4.0

    NICE Satmetrix

    40%
    7 Ratings
    8.2

    Oracle Service

    82%
    89 Ratings

    Likelihood to Renew

    5.1

    NICE Satmetrix

    51%
    5 Ratings
    10.0

    Oracle Service

    100%
    9 Ratings

    Usability

    NICE Satmetrix

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    5 Ratings

    Availability

    NICE Satmetrix

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    2 Ratings

    Performance

    NICE Satmetrix

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    2 Ratings

    Support Rating

    NICE Satmetrix

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    13 Ratings

    In-Person Training

    NICE Satmetrix

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    1 Rating

    Implementation Rating

    NICE Satmetrix

    N/A
    0 Ratings
    9.0

    Oracle Service

    90%
    8 Ratings

    Product Scalability

    NICE Satmetrix

    N/A
    0 Ratings
    10.0

    Oracle Service

    100%
    1 Rating

    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 Service

    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

    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 Service

    • 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

    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 Service

    • 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

    NICE Satmetrix

    General

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

    Starting Price

    Oracle Service

    General

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

    Starting Price

    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 Service

    Oracle Service 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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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 Service

    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

    NICE Satmetrix

    No score
    No answers yet
    No answers on this topic

    Oracle Service

    Oracle Service 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

    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 Service

    • 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