Top Rated
201 Ratings
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Score 8 out of 100
11 Ratings
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Score 8.9 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

Quadient Inspire

It is perfect for any large-scale variable document composition. Workflows and templates for Invoices, reminders, contracts, and many more can be created in a matter of hours. The performance is awesome! Creating millions of pages in a matter of hours. The handling of the output is exceptional—grouping, merging, splitting, you name it. It is particularly well suited for large-scale migrations. I have personally managed many migrations, reducing the number of templates by as much as 80%.
Tomaž Juvančič | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

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

Quadient Inspire

  • It keeps the graphic quality and colors of the supplied PDFs. Other software we have used to personalise PDFs has reduced the DPI and even changed the colors. Inspire is great at keeping everything as it should be.
  • The imposition tools within Inspire give a vast range of getting the most out of your printers for the least cost. You can easily arrange documents 2 up or 4 up on SRA3 sheets for printing, cutting and stacking.
  • The TextinRect tool is extremely useful for pulling information off a Digital Document allowing you to manipulate it in many ways.
  • The little know MinMax Generator module is useful for seeing if all your text fits within a flow, if not the 'First Fitting Auto' feature enables you to shrink text automatically if it doesn't quite fit.
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

Quadient Inspire

  • Usually quick to de-bug/resolve any issues, currently having a problem saving production profiles. Its more of a little annoyance than a problem and its not a time consuming fix. Maybe I'm just being lazy..
  • No more issues that I have currently come across that haven't already been resolved.
David Adams | 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

Quadient Inspire

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

Quadient Inspire

Quadient Inspire 9.0
Based on 2 answers
Inspire has enormous scope for creating output of numerous different formats and scales. As such, it is necessarily quite a complex tool. But taking these aspects into account I think it has been created in a logical and straightforward way that has minimised some of the problems that this could have brought about. Overall, it is much more powerful and intuitive than other options I've used in the past.
Anonymous | 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

Quadient Inspire

Quadient Inspire 8.7
Based on 5 answers
Great staff who are really passionate and knowledgeable about the solutions. They have people who want to understand your companies requirements and help create solutions that fit your needs and improve your business. However, sometimes it can be hard getting in contact with the right person and as they are often busy it can sometimes take a while for people to respond to you.
Anonymous | TrustRadius Reviewer

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 1 answer
No answer on this topic is available.

Quadient Inspire

Quadient Inspire 10.0
Based on 1 answer
I had a couple of weeks of training back in 2005 on the Quadient premises in Hradec Kralowe. The instructor was just great! Besides showing as normal functionalities, he went so far to solve our concrete challenges. He actually encouraged me to become a "real" programmer. I have written my first lines of code in Inspire (GMC PrintNetT) and never looked back.
Tomaž Juvančič | TrustRadius Reviewer

Online Training

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

Quadient Inspire

Quadient Inspire 10.0
Based on 1 answer
Quadient offers online training for all of its products (paid service). You can choose your pace and go through the material and then solve real challenges. At the end, you can choose to take a final assignment and get certification which is a really good thing to do. If you get stuck, the training team will answer any of your questions and give you guidance.
Tomaž Juvančič | TrustRadius Reviewer

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

Quadient Inspire

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

Quadient Inspire

This is my first product in this category and I believe my company selected Quadient Inspire because amongst all the other software available out there, this was the more suitable to our use, and the price is also affordable.
Elvis Wouashe | 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

Quadient Inspire

  • To date Quadient Inspire has allowed us to retire several legacy platforms and reduce the overheads - licensing/servers/maintenance - incurred.
  • Reduction of single-skilled resources has meant that FTE requirements can be reduced as cross-skilled resources can be used.
David Nixon | 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

Quadient Inspire

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$0*

* 0

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
Quadient Inspire
8.9

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Quadient Inspire

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Quadient Inspire
9.0

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Quadient Inspire

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Quadient Inspire

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Quadient Inspire
8.7

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Quadient Inspire
10.0

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
Quadient Inspire
10.0

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Quadient Inspire

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Quadient Inspire

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