Top Rated
601 Ratings
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Score 7.8 out of 100
Top Rated
201 Ratings
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Score 8 out of 100

Likelihood to Recommend

Oracle CX Marketing (formerly Oracle Marketing Cloud)

It is well suited for marketing teams who want to be flexible, adaptable to changes in their business and create powerful, sophisticated campaigns to their clients. Teams that want to create automated drip campaigns with dynamic content and personalized cadence and messaging would find Eloqua very easy to use and perfect for their needs. It has powerful, in-depth reporting functionality and great CRM integration (note that I've had experience integrating only with Microsoft Dynamics CRM and Salesforce - both of these integrations worked very well) - so teams that use CRM will also find it complementary to their marketing technology stack.It will not be a good tool if a company doesn't use any CRM - as it is not a CRM replacement; or if all the marketing team is planning to do is "batch and blast" emails (which is a possible scenario for some very small businesses)
Arpine Babloyan | 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

Email & Online Marketing

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.5
Oracle CX Service (formerly Oracle Service Cloud)
WYSIWYG email editor
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.0
Oracle CX Service (formerly Oracle Service Cloud)
Dynamic content
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.6
Oracle CX Service (formerly Oracle Service Cloud)
Ability to test dynamic content
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.1
Oracle CX Service (formerly Oracle Service Cloud)
Landing pages
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.1
Oracle CX Service (formerly Oracle Service Cloud)
A/B testing
Oracle CX Marketing (formerly Oracle Marketing Cloud)
6.9
Oracle CX Service (formerly Oracle Service Cloud)
Mobile optimization
Oracle CX Marketing (formerly Oracle Marketing Cloud)
6.9
Oracle CX Service (formerly Oracle Service Cloud)
Email deliverability reporting
Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.1
Oracle CX Service (formerly Oracle Service Cloud)
List management
Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Triggered drip sequences
Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.3
Oracle CX Service (formerly Oracle Service Cloud)

Lead Management

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.7
Oracle CX Service (formerly Oracle Service Cloud)
Lead nurturing
Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.0
Oracle CX Service (formerly Oracle Service Cloud)
Lead scoring and grading
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.7
Oracle CX Service (formerly Oracle Service Cloud)
Data quality management
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.4
Oracle CX Service (formerly Oracle Service Cloud)
Automated sales alerts and tasks
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.6
Oracle CX Service (formerly Oracle Service Cloud)

Campaign Management

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.2
Oracle CX Service (formerly Oracle Service Cloud)
Calendaring
Oracle CX Marketing (formerly Oracle Marketing Cloud)
6.9
Oracle CX Service (formerly Oracle Service Cloud)
Event/webinar marketing
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.5
Oracle CX Service (formerly Oracle Service Cloud)

Social Media Marketing

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.2
Oracle CX Service (formerly Oracle Service Cloud)
Social sharing and campaigns
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.0
Oracle CX Service (formerly Oracle Service Cloud)
Social profile integration
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.4
Oracle CX Service (formerly Oracle Service Cloud)

Reporting & Analytics

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.2
Oracle CX Service (formerly Oracle Service Cloud)
Dashboards
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.1
Oracle CX Service (formerly Oracle Service Cloud)
Standard reports
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.3
Oracle CX Service (formerly Oracle Service Cloud)
Custom reports
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.3
Oracle CX Service (formerly Oracle Service Cloud)

Platform & Infrastructure

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.5
Oracle CX Service (formerly Oracle Service Cloud)
API
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.3
Oracle CX Service (formerly Oracle Service Cloud)
Role-based workflow & approvals
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.1
Oracle CX Service (formerly Oracle Service Cloud)
Customizability
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.2
Oracle CX Service (formerly Oracle Service Cloud)
Integration with Salesforce.com
Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.1
Oracle CX Service (formerly Oracle Service Cloud)
Integration with Microsoft Dynamics CRM
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.1
Oracle CX Service (formerly Oracle Service Cloud)
Integration with SugarCRM
Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.8
Oracle CX Service (formerly Oracle Service Cloud)

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Pros

Oracle CX Marketing (formerly Oracle Marketing Cloud)

  • WYSZIWYG editor makes things easy for folks new to marketing as well as HTML/. I feel like I've been able to wrap my hands around this tool pretty quickly, and I have only been using the system for 10 months.
  • Forms are an incredibly powerful tool that can be used in a myriad of ways to help support your team goals. We use them to trigger SMS campaigns for feedback from our homeowners, and we also use them on landing pages to survey our contacts as well.
  • The improved program canvas and the ability to communicate between CDO records and contact records is great. We're able to store useful information on the CDO record without weighing down the contact record with information that isn't vital
Barry James | 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 CX Marketing (formerly Oracle Marketing Cloud)

  • It would be nice if there were more options for specific customizations in the template mode - for example, if you would like to have a photo to the left of text, there is a very specific spacing you're able to use, and you can't change the sizes of each piece more than 30 points in one direction or another. This means that if you have very specific designs you want to use for your emails, you may have to be a little flexible in the spacing and alignment. It's not a huge deal, but it limits some of the design options.
  • I have dealt with some issues with bounceback statuses for emails - if an email bounces back once, the Eloqua system registers it as a bad email and you have to go in and clear the person's email in the system before it will send them an email again. This can be a tedious process - there is a way to clear an entire segment's bounce back status, but I had to go on a journey through the help section to figure that out. Also, if people unsubscribe to your emails, you have to go into their accounts individually and resubscribe them, and there is no simple way to do that en masse so it takes a very long time if you have more than a few accounts to resubscribe.
  • The system goes down sometimes or is difficult to get into - the Eloqua network is sometimes slow to start and I may have to refresh the page for quite a while before it will load the email I'm working on, which can be frustrating. I think it is due to system overloads when there are a lot of users, but I'm not sure.
  • You cannot add attachments to Eloqua emails, which makes it a little difficult. You can host documents on Eloqua, which is very nice, but you have to link them in your email versus making an attachment.
Madeline Des Jardins | 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 CX Marketing (formerly Oracle Marketing Cloud)

Oracle CX Marketing (formerly Oracle Marketing Cloud) 5.3
Based on 89 answers
We have been able to automate so many marketing processes with Eloqua over the past 5 years that the only direction would be to adopt the latest and greatest features Eloqua adds. The alternative would be to go back to the marketing stone-age and start over again. And we would rather move forward with increased automation and efficiency.
Dan Allis | 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

Oracle CX Marketing (formerly Oracle Marketing Cloud)

Oracle CX Marketing (formerly Oracle Marketing Cloud) 8.6
Based on 14 answers
Personally, I find it quite easy to use. But for those members of our team who have little or no testing experience, it's been a bit more difficult. There's also training required for development teams in order to have your campaigns coded and set up in the most efficient way. Our developers have been able to do basic and intermediate tests with no difficulty, and they find the interface itself quite intuitive... it's just the extremely complex tests that require a bit more understanding.
Gwen Lafleur | 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 CX Marketing (formerly Oracle Marketing Cloud)

Oracle CX Marketing (formerly Oracle Marketing Cloud) 9.9
Based on 32 answers
Whenever we needed assistance help was easy to access. They understand the request the first time and provided easy to follow instructions to fix it or fixed the issue if it was not something we had control over. It's always best to provide screenshots so support knows exactly what is going on
Stefanie Cash | TrustRadius Reviewer

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

Online Training

Oracle CX Marketing (formerly Oracle Marketing Cloud)

Oracle CX Marketing (formerly Oracle Marketing Cloud) 7.6
Based on 11 answers
Eloqua University is very intersting, with a thorough programme and very experienced trainers. The Master programme is great!
Marie Escaro | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

Implementation Rating

Oracle CX Marketing (formerly Oracle Marketing Cloud)

Oracle CX Marketing (formerly Oracle Marketing Cloud) 8.8
Based on 20 answers
I give it a 10 because the only issue we had was a result of not following the guidance we were given. Maxymiser provided a customized implementation guide for each site where we were adding the code. On our site implementations when we followed that guide to the letter, it was extremely fast and easy and has worked very well.
Gwen Lafleur | 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 CX Marketing (formerly Oracle Marketing Cloud)

It was an inherited platform vs. chosen. The incumbent chose Oracle as it was the best enterprise solution. The company, however, did not require an enterprise solution rendering the full Oracle stack pretty useless, unfortunately. The commercials are expensive yet it is attractive to have a 'blended' CPM style commercial model vs. other vendors that charge you on contacts
Nick Pape | 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

Scalability

Oracle CX Marketing (formerly Oracle Marketing Cloud)

Oracle CX Marketing (formerly Oracle Marketing Cloud) 8.4
Based on 108 answers
Eloqua does not really have a limit on scale and can support huge organizations with massive amounts of data. Our organization uses Eloqua to control all campaign/marketing efforts by injecting all touches with the customer into the tool. Using tools like Eloqua Profiler allows our Sales teams to view interactions that a customer or prospect has had with our website, emails, landing page and more.
Brad Dunzer | TrustRadius Reviewer

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 10.0
Based on 1 answer
No answer on this topic is available.

Return on Investment

Oracle CX Marketing (formerly Oracle Marketing Cloud)

  • For our organization it is currently too early to measure ROI, as we have just started using it less than six months ago. The program has helped us meet the objective of communicating with consumers and sharing information across multiple social media platforms seamlessly.
  • Ultimately the program should be able to to help us grow our relationships with consumers, and measure and track consumer activity on the web, which will help us develop web content and content marketing material that will be more appealing to all of our audiences.
  • Since we are a B to B to C company and not selling anything to consumers, it will be hard to measure ROI. That being said, the tool should definitely help us build more awareness among consumers.
Richard Angeloni | 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 CX Marketing (formerly Oracle Marketing Cloud)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
5,000.00*

* per installation

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 CX Marketing (formerly Oracle Marketing Cloud)
7.8
Oracle CX Service (formerly Oracle Service Cloud)
7.8

Likelihood to Renew

Oracle CX Marketing (formerly Oracle Marketing Cloud)
5.3
Oracle CX Service (formerly Oracle Service Cloud)
9.9

Usability

Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.6
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Reliability and Availability

Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.2
Oracle CX Service (formerly Oracle Service Cloud)
10.0

Performance

Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.0
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Support Rating

Oracle CX Marketing (formerly Oracle Marketing Cloud)
9.9
Oracle CX Service (formerly Oracle Service Cloud)
7.9

In-Person Training

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.3
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Online Training

Oracle CX Marketing (formerly Oracle Marketing Cloud)
7.6
Oracle CX Service (formerly Oracle Service Cloud)

Implementation Rating

Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.8
Oracle CX Service (formerly Oracle Service Cloud)
9.0

Scalability

Oracle CX Marketing (formerly Oracle Marketing Cloud)
8.4
Oracle CX Service (formerly Oracle Service Cloud)
10.0

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