Top Rated
201 Ratings
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Score 8 out of 100
84 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

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

Oracle Siebel CRM

As an end user, I would not recommend this solution for enterprise deployment. Lack of support for modern browsers, slow performance, and poor searchability - these things set Siebel CRM in the rear of the pack. There was no great mobile solution either, so that can be bothersome especially for road warriors like myself.
Abhijit Bhattacharjee | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.2
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.9
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
9.2
Territory management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.4
Opportunity management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
9.1
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.5
Contract management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.9
Quote & order management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.8
Interaction tracking
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.8
Channel / partner relationship management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.9

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
9.4
Case management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
9.6
Call center management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
9.3
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
9.2

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.7
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.8
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.6

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.0
Task management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.9
Billing and invoicing management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.5
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.4

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.0
Forecasting
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.5
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.9
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.7

Customization

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.2
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.4
Custom objects
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.4
Scripting environment
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.2
API for custom integration
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
7.8

Security

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.1
Single sign-on capability
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.0
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
8.3

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.8
Social data
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.8
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.7

Integrations with 3rd-party Software

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.5
Marketing automation
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.8
Compensation management
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.3

Platform

Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.4
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Oracle Siebel CRM
6.4

Pros

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

Oracle Siebel CRM

  • Great data model: the out of the box version comes with standard objects that support most of the industries business models
  • Ease of implementation: implementation is done by configuring standard objects or creating new objects; additional level of customization via script is also possible.
  • Lots of resources available on the product
  • Supported by Oracle one of the world leader in IT
Anonymous | TrustRadius Reviewer

Cons

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

Oracle Siebel CRM

  • Migrations between environments is one area that could be improved, with tools to compare and move data elements (source vs target).
  • Easier ways to identify, through email or a web page, the health of the overall system (components, marketing campaigns, tasks, servers, etc).
  • The UI seems to be improved with the newer versions of Siebel, but I believe it requires a lot of new features. It seems that other CRM solutions that are cloud-based are putting a lot of emphasis on the Usability and presentation, things where Siebel may need to catch up...
Miguel Padilla, M.Eng. | TrustRadius Reviewer

Likelihood to Renew

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

Oracle Siebel CRM

No score
No answers yet
No answers on this topic

Usability

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

Oracle Siebel CRM

Oracle Siebel CRM 9.0
Based on 1 answer
It's a leading online CRM tool in the market.
Lokesh Yadav | TrustRadius Reviewer

Support Rating

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

Oracle Siebel CRM

Oracle Siebel CRM 9.0
Based on 1 answer
No answer on this topic is available.

Implementation Rating

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

Oracle Siebel CRM

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Oracle Siebel CRM

We also connect to Oracle Business Intelligence, which is not even an option of the list of products above (that's always encouraging when products are missing from lists!) This connects to campaigns in Siebel along with users writing reports based on data from Siebel. I don't think OBIEE stacks up that great with other systems because it seems to be lacking in reports, and those who can make them have to be quite technical.Oracle Database I think stacks up because of how robust and speedy (at times) it can be
Lizzy Randall | TrustRadius Reviewer

Return on Investment

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

Oracle Siebel CRM

  • This has all my company needs for sales analytic. It has helped our call center and the sales portal become more lean and require less resources for their day-to-day.
  • We use its research and direct email capabilities and use it to target specific groups of potential clients. We have seen an improvement of nearly 20%.
  • We have clients who have used a few modules like bill summary, campaign management and customer information. Oracle Siebel CRM has helped them reap ROI within a year from going live.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Oracle CX Service (formerly Oracle Service Cloud)

General

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

Oracle Siebel CRM

General

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

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
Oracle Siebel CRM
8.4

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Oracle Siebel CRM

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Oracle Siebel CRM
9.0

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Oracle Siebel CRM

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Oracle Siebel CRM

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Oracle Siebel CRM
9.0

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Oracle Siebel CRM

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Oracle Siebel CRM

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Oracle Siebel CRM

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