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Top Rated
285 Ratings
Top Rated
201 Ratings
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Score 8 out of 100

Qualtrics

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

Qualtrics

Qualtrics is extremely well-suited for engaging with the wide user-base of your target platform. As a member of a team that provides on-site visits and 'discovery' engagements, Qualtrics helps our team come prepared for on-site visits. Furthermore, follow-up surveys enable our team to be nimble, ask the right questions, and submit additional surveys after our initial engagement. Qualtrics is a fantastic tool for engaging with both internal and external teams with the goal of understanding employee workflows, perceptions, and areas of growth. One can tailor surveys for a specific need and then share out to the client's preferred medium (desktop or mobile). This means that survey respondents will need to have both access and a small technological proficiency in order to successfully complete surveys - however, this is nearly a basic requirement for most administrative jobs today.
Joshua Melder | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Survey Format & Appearance

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.6
Survey templates
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.5
Themes
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.2
Custom logo/branding
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
9.0

Survey Content

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.5
Changes to live survey
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.3
Question design help
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.3
Multiple question types
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.8

Survey Logic

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
7.6
Survey logic flexibility
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
7.6

Survey Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.4
Response tracking
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.8
Data export
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.7
Standard reports
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.0
Custom reports
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.1
Analytics
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.4

Survey Administration & Security

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.8
Access controls
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.9
Compliance
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.7

Survey Distribution

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.7
Vendor-offered crowdsourcing
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
9.1
Respondent restrictions
Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.4

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

Qualtrics

  • Qualtrics offers a wide range of question formats. This feature allows for uniquely styled questions that keep a students interest.
  • Qualtrics is very useful for sending out surveys on a particular schedule at a good time to not overload our campus IT system. The reminder feature is great in that I can set up all four reminders for the entire survey when I set up the survey.
  • I most value the immediate support when I run into a problem. A problem stops my work in its tracks. It is very important that I get the issue resolved quickly so I can get on with my work.
Katharine Mason | 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

Qualtrics

  • Qualtrics has been working to add more programs to its product line, but I am not sure yet how helpful the new lines are. It seems like they are trying to make it to where the entire company will use different platforms based on the type of feedback they need.
  • The Qualtrics insights summit is a really great way to network with all different types of researchers. I just wish they would focus more on research and less on having big-name celebrities speak.
  • Qualtrics support could use some work. It can be difficult to find help in the community. I almost always have to reach out to someone on the online chat or via email to get help.
Corinne Gibson | 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

Qualtrics

Qualtrics 9.4
Based on 41 answers
I was impressed a couple years ago when two heads of market research at Fortune 500 companies told me about them, and I've been even more impressed with the advancements I've seen in the last year. I like where the company is headed, and I look forward to using them again in a future role.
Ben Lawder | TrustRadius Reviewer

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

Qualtrics

Qualtrics 8.6
Based on 10 answers
All the menus are very user friendly and intuitive. I can always find exactly what I'm looking for and can change anything I need to with ease. All the elements of the survey are adjustable with very little effort and without confusion.
Brian Harris | 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

Qualtrics

Qualtrics 10.0
Based on 11 answers
Whenever we have had an issue with trying to figure out how to do something (even though the documentation is incredibly well put together) we have asked Qualtrics support and have always received our answer nearly immediately (I think in maybe 10 times, only once did a support person need to call us back). Qualtrics support is dedicated to solving customer issues right, and in the first contact, if at all possible
D. SKye Hodges | TrustRadius Reviewer

Online Training

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

Qualtrics

Qualtrics 8.0
Based on 2 answers
I still use it. It does everything you need an online survey to do. From heat mapping to complex skip logic and display logic. I use it weekly and it never disappoints
Michael Climek | 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

Qualtrics

Qualtrics 9.0
Based on 1 answer
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Benjamin Sider | TrustRadius Reviewer

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

Qualtrics

I would say Qualtrics is far superior in terms of functionality and ease of use but is far inferior in terms of price. Since this technology is easily imitable, I wouldn't be surprised if there are other solutions (such as SurveyGizmo) which are more economical but offer the same solution.
Daniel Simonet | 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

Qualtrics

  • It's hard to quantify the impact because of the nature of the work we do in a university. One thing I can say is that it has been a far better replacement for the technology that was previously offered through the specialized survey administration center of the university.
  • It reduces the time one needs to prepare a questionnaire, which translates to monetary savings.
Asif Mehedi | 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

Qualtrics

General

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

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
Qualtrics
7.6

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Qualtrics
9.4

Usability

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

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Qualtrics
9.0

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Qualtrics
5.5

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Qualtrics
10.0

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Qualtrics

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
Qualtrics
8.0

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Qualtrics
9.0

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Qualtrics

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