110 Ratings
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Score 8.5 out of 100
Top Rated
201 Ratings
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Score 8 out of 100

Likelihood to Recommend

Oracle CRM On Demand

I think it is well suited for organizations which are large with a lot of users so as to be able to minimize the cost of operations. Also, the organization which interacts mostly with customers can use Oracle CRM on demand.
Rose Kipkemoi | 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

Sales Force Automation

Oracle CRM On Demand
8.7
Oracle CX Service (formerly Oracle Service Cloud)
Customer data management / contact management
Oracle CRM On Demand
9.3
Oracle CX Service (formerly Oracle Service Cloud)
Workflow management
Oracle CRM On Demand
8.9
Oracle CX Service (formerly Oracle Service Cloud)
Territory management
Oracle CRM On Demand
9.3
Oracle CX Service (formerly Oracle Service Cloud)
Opportunity management
Oracle CRM On Demand
9.2
Oracle CX Service (formerly Oracle Service Cloud)
Integration with email client (e.g., Outlook or Gmail)
Oracle CRM On Demand
9.0
Oracle CX Service (formerly Oracle Service Cloud)
Contract management
Oracle CRM On Demand
7.8
Oracle CX Service (formerly Oracle Service Cloud)
Quote & order management
Oracle CRM On Demand
8.5
Oracle CX Service (formerly Oracle Service Cloud)
Interaction tracking
Oracle CRM On Demand
8.3
Oracle CX Service (formerly Oracle Service Cloud)
Channel / partner relationship management
Oracle CRM On Demand
8.2
Oracle CX Service (formerly Oracle Service Cloud)

Customer Service & Support

Oracle CRM On Demand
8.4
Oracle CX Service (formerly Oracle Service Cloud)
Case management
Oracle CRM On Demand
8.5
Oracle CX Service (formerly Oracle Service Cloud)
Call center management
Oracle CRM On Demand
8.7
Oracle CX Service (formerly Oracle Service Cloud)
Help desk management
Oracle CRM On Demand
8.1
Oracle CX Service (formerly Oracle Service Cloud)

Marketing Automation

Oracle CRM On Demand
8.9
Oracle CX Service (formerly Oracle Service Cloud)
Lead management
Oracle CRM On Demand
8.9
Oracle CX Service (formerly Oracle Service Cloud)
Email marketing
Oracle CRM On Demand
8.8
Oracle CX Service (formerly Oracle Service Cloud)

CRM Project Management

Oracle CRM On Demand
8.7
Oracle CX Service (formerly Oracle Service Cloud)
Task management
Oracle CRM On Demand
8.3
Oracle CX Service (formerly Oracle Service Cloud)
Billing and invoicing management
Oracle CRM On Demand
9.6
Oracle CX Service (formerly Oracle Service Cloud)
Reporting
Oracle CRM On Demand
8.2
Oracle CX Service (formerly Oracle Service Cloud)

CRM Reporting & Analytics

Oracle CRM On Demand
8.4
Oracle CX Service (formerly Oracle Service Cloud)
Forecasting
Oracle CRM On Demand
8.7
Oracle CX Service (formerly Oracle Service Cloud)
Pipeline visualization
Oracle CRM On Demand
8.6
Oracle CX Service (formerly Oracle Service Cloud)
Customizable reports
Oracle CRM On Demand
7.9
Oracle CX Service (formerly Oracle Service Cloud)

Customization

Oracle CRM On Demand
8.4
Oracle CX Service (formerly Oracle Service Cloud)
Custom fields
Oracle CRM On Demand
8.9
Oracle CX Service (formerly Oracle Service Cloud)
Custom objects
Oracle CRM On Demand
8.1
Oracle CX Service (formerly Oracle Service Cloud)
Scripting environment
Oracle CRM On Demand
7.9
Oracle CX Service (formerly Oracle Service Cloud)
API for custom integration
Oracle CRM On Demand
8.7
Oracle CX Service (formerly Oracle Service Cloud)

Security

Oracle CRM On Demand
9.4
Oracle CX Service (formerly Oracle Service Cloud)
Single sign-on capability
Oracle CRM On Demand
9.0
Oracle CX Service (formerly Oracle Service Cloud)
Role-based user permissions
Oracle CRM On Demand
9.8
Oracle CX Service (formerly Oracle Service Cloud)

Social CRM

Oracle CRM On Demand
9.8
Oracle CX Service (formerly Oracle Service Cloud)
Social data
Oracle CRM On Demand
9.8
Oracle CX Service (formerly Oracle Service Cloud)
Social engagement
Oracle CRM On Demand
9.9
Oracle CX Service (formerly Oracle Service Cloud)

Integrations with 3rd-party Software

Oracle CRM On Demand
8.6
Oracle CX Service (formerly Oracle Service Cloud)
Marketing automation
Oracle CRM On Demand
8.5
Oracle CX Service (formerly Oracle Service Cloud)
Compensation management
Oracle CRM On Demand
8.7
Oracle CX Service (formerly Oracle Service Cloud)

Platform

Oracle CRM On Demand
9.3
Oracle CX Service (formerly Oracle Service Cloud)
Mobile access
Oracle CRM On Demand
9.3
Oracle CX Service (formerly Oracle Service Cloud)

Incident and problem management

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

Self Help Community

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
7.7
External knowledge base
Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Internal knowledge base
Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
7.7

Multi-Channel Help

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

Pros

Oracle CRM On Demand

  • Application customization is a key strength. We can create custom home page experiences for each type of user, customize object layouts to change dynamically depending on object type, and create an embedded sales process unique to our organization that helps facilitate the user through the process by specifying required fields dependent on what stage of the process they are in. The ability to customize goes directly to the success of user adoption - the fact that we can customize layouts and processes to support our internal business processes helps users make the most of the system.
  • Robust Reporting. The reporting and data warehouse capabilities are excellent. We have thousands of custom reports delivered in a number of ways - on home pages, on dashboards, on demand through the reporting menu, and on custom web tabs. These reports range from simple lists to complex multi-object analyses.
  • Ability to get data in and get data out. CRMOD makes it very easy to import data into any object. This is helpful for importing lists or making mass changes. Exporting data is equally easy, both from an administrator standpoint and for the user. Users can display a list or do a custom advanced search and then easily export the data to Excel without any admin help. They can also export from any report, which is helpful when sales data needs to be combined with other financial data in a larger analysis.
  • The system's workflow capabilities allow us to improve field validation, send important notifications, and enforce business process requirements.
Michelle Prand | 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

Oracle CRM On Demand

  • A scripting mechanism is needed to customize the data entry forms. As any data driven system, Oracle CRM on demand is as reliable as its data is. Having sales people entering and maintaining the data you have to make sure they are doing that and not cutting corners. One way to do that is to enforce the business requirements in the entry forms.
  • User interface / user experience definitely can and should be improved.
  • It needs a way to send automatic reports on a schedule via email.
  • Support: as usual the Oracle support tends to be tedious and lengthy.
Cristian Bodnarasec | 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

Oracle CRM On Demand

No score
No answers yet
No answers on this topic

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.9
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

Oracle CRM On Demand

Oracle CRM On Demand 9.0
Based on 1 answer
Compared to other competitors I find it very easy to use and learn .It has been helpful in our organisation and we have been able to manage our projects and operations well without interference.
Rose Kipkemoi | TrustRadius Reviewer

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

Oracle CRM On Demand

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

Oracle CRM On Demand

Oracle CRM On Demand 10.0
Based on 1 answer
With the right partner Oracle CRM On Demand can be implemented very quickly and seamlessly.
Michelle Prand | TrustRadius Reviewer

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

Oracle CRM On Demand

Oracle app is more available on different mobile devices, Microsoft Dynamics has only Windows and Android but Oracle has both web-based, Mac, IOS. Social CRM feature is another one that Microsoft Dynamics doesn't provide. On the other hand, Microsoft Dynamics provides offline line access. Also, Oracle integrations fit our needs better. Also Ticketing system support is better.
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

Oracle CRM On Demand

  • A single platform for tracking, reporting, and control of all data and clients records
  • Manageable outsourcing for development and support functions for the applications we need to use.
  • Lots of integration opportunities, and covers all information gaps and inconsistencies caused by human errors.
Anonymous | 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

Oracle CRM On Demand

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

Oracle CRM On Demand
8.1
Oracle CX Service (formerly Oracle Service Cloud)
7.8

Likelihood to Renew

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
9.9

Usability

Oracle CRM On Demand
9.0
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Reliability and Availability

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
10.0

Performance

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Support Rating

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
7.9

In-Person Training

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Implementation Rating

Oracle CRM On Demand
10.0
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Scalability

Oracle CRM On Demand
Oracle CX Service (formerly Oracle Service Cloud)
10.0

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