Top Rated
201 Ratings
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Score 8 out of 100
1 Ratings
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Score 6.4 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

ProProfs Help Desk

As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Oracle CX Service (formerly Oracle Service Cloud)
7.7
ProProfs Help Desk
8.2
Organize and prioritize service tickets
Oracle CX Service (formerly Oracle Service Cloud)
8.4
ProProfs Help Desk
8.2
Expert directory
Oracle CX Service (formerly Oracle Service Cloud)
7.2
ProProfs Help Desk
Subscription-based notifications
Oracle CX Service (formerly Oracle Service Cloud)
6.9
ProProfs Help Desk
ITSM collaboration and documentation
Oracle CX Service (formerly Oracle Service Cloud)
7.0
ProProfs Help Desk
7.3
Ticket creation and submission
Oracle CX Service (formerly Oracle Service Cloud)
8.4
ProProfs Help Desk
9.1
Ticket response
Oracle CX Service (formerly Oracle Service Cloud)
8.4
ProProfs Help Desk
8.2

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
ProProfs Help Desk
8.2
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
ProProfs Help Desk
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
ProProfs Help Desk
8.2

Multi-Channel Help

Oracle CX Service (formerly Oracle Service Cloud)
7.9
ProProfs Help Desk
7.7
Customer portal
Oracle CX Service (formerly Oracle Service Cloud)
8.5
ProProfs Help Desk
IVR
Oracle CX Service (formerly Oracle Service Cloud)
7.7
ProProfs Help Desk
Social integration
Oracle CX Service (formerly Oracle Service Cloud)
6.9
ProProfs Help Desk
Email support
Oracle CX Service (formerly Oracle Service Cloud)
8.5
ProProfs Help Desk
8.2
Help Desk CRM integration
Oracle CX Service (formerly Oracle Service Cloud)
8.1
ProProfs Help Desk
7.3

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

ProProfs Help Desk

  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
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

ProProfs Help Desk

  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
Anonymous | 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

ProProfs Help Desk

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

ProProfs Help Desk

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

ProProfs Help Desk

ProProfs Help Desk 7.3
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

ProProfs Help Desk

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

ProProfs Help Desk

I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
Anonymous | 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

ProProfs Help Desk

  • High customer retention.
  • Optimized average response time.
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 CX Service (formerly Oracle Service Cloud) Editions & Modules

Additional Pricing Details

ProProfs Help Desk

General

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

ProProfs Help Desk Editions & Modules

Edition
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3
  1. 3 Users
  2. 5 Users
  3. Unlimited Users
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
ProProfs Help Desk
6.4

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
ProProfs Help Desk

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
ProProfs Help Desk

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
ProProfs Help Desk

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
ProProfs Help Desk

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
ProProfs Help Desk
7.3

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
ProProfs Help Desk

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
ProProfs Help Desk

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
ProProfs Help Desk

Add comparison