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
1 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.3 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

Soffront CRM

This is a basic CRM tool like many of the others. I would imagine that this would be well suited for large enterprises due to its ability to double as a task manager, and smaller soloprenuer operations because it is expansive and can do so many things in one place. Overall if you are in business you should be using a CRM and this one is a good one to use.
Andrew Van Horn | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.7
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3
Territory management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3
Channel / partner relationship management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3
Case management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.6
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
9.1

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.7
Task management
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2
Forecasting
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
9.1

Customization

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
9.1
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
9.1

Security

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
7.3
Single sign-on capability
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
6.4
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
8.2

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
5.9
Social data
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
6.4
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
5.5

Platform

Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
5.5
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Soffront CRM
5.5

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

Soffront CRM

  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
Andrew Van Horn | 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

Soffront CRM

  • I do not like the log-in page. Whenever I go the Soffront site I get a pop-up asking me not to leave. It is a bit pushy when all I want to do is log into my account.
  • The social media integration feature they have is not particularly useful. There are other companies that do a far better job of posting to SM for me.
Andrew Van Horn | 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

Soffront 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

Soffront CRM

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

Soffront CRM

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

Soffront 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

Soffront CRM

Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
Andrew Van Horn | 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

Soffront CRM

  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Andrew Van Horn | 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

Soffront CRM

General

Free Trial
Yes
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
Soffront CRM
7.3

Likelihood to Renew

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

Usability

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

Reliability and Availability

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

Performance

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

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Soffront CRM

In-Person Training

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

Implementation Rating

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

Scalability

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

Add comparison