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
31 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.7 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

Pega Customer Engagement Suite

PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements:1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues.3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Pega Customer Engagement Suite
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Pega Customer Engagement Suite
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Pega Customer Engagement Suite

Multi-Channel Help

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

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.6
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.2
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0
Territory management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
6.6
Opportunity management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.3
Interaction tracking
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.6

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.6
Case management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.9
Call center management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.7
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.2

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.1
Task management
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.4
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.7

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.1
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0

Customization

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.6
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.0
Custom objects
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.8
Scripting environment
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.6
API for custom integration
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.0

Security

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.1
Single sign-on capability
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.1
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.1

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.7
Social data
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.8
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.5

Integrations with 3rd-party Software

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.0
Marketing automation
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
7.0

Platform

Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.2
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Pega Customer Engagement Suite
8.2

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

Pega Customer Engagement Suite

  • Ability to design custom integrated campaigns
  • Analytics to provide key insights and ability to tune your campaign accordingly
  • Ability to design agent workflows
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

Pega Customer Engagement Suite

  • Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
  • Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
  • Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.
David A. Herrera | 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

Pega Customer Engagement Suite

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

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

Pega Customer Engagement Suite

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

Pega Customer Engagement Suite

We evaluated Marketo as another potential customer engagement partner but felt that they did not offer nearly the same flexibility in terms of process management that Pega did. Also, Pega seems to be years ahead of Marketo when it comes to leveraging AI for decision making and predictive analytics.
John Silva, MBA | 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

Pega Customer Engagement Suite

  • Reduction in Admin cost through automation.
  • Achieve efficiency in the customer service operations.
  • Pega's capability for quick time to Market helped us keep the system up to date specifically relating to compliance requirements which has stricter implementation timelines.
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

Pega Customer Engagement Suite

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
Pega Customer Engagement Suite
8.0

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Pega Customer Engagement Suite

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Pega Customer Engagement Suite

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Pega Customer Engagement Suite

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Pega Customer Engagement Suite

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Pega Customer Engagement Suite

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Pega Customer Engagement Suite

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Pega Customer Engagement Suite

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Pega Customer Engagement Suite

Add comparison