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12 Ratings
Top Rated
201 Ratings
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Score 8 out of 100

SoGoSurvey

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12 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.8 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

SoGoSurvey

SoGoSurvey is more robust than any other survey software I have used. Comparing it to SurveyMonkey and other similar tools is not possible because it is such a robust tool. Where it falls short is on multi-media management, where a user might want to insert an image, video, gif, etc. into the survey.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

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

SoGoSurvey

  • We find SoGoSurvey to be very easy to use and simple to set up surveys and forms. I have used other survey software in the past and always struggled with setting up something quickly. SoGoSurvey finally enabled me to do that.
  • I love the Survey Bank. Ready to use survey templates with great set of questions on a range of topics and issues.
  • Rules and Alerts - I like this feature as it sends me a real-time alert based on the rules we have set up in our account.
  • The support team is amazing! Prompt and caring. I have reached out at odd hours and have always received a quick response.
Harris Kahn | 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

SoGoSurvey

  • It would have been nice to have a test period of running a survey, so that you could test run, then make adjustments before the survey was set. In my experience, once it was filled out once you could not really edit.
  • It would be nice to have an essay type of question. One where the answer could be up to 5 or 6 paragraphs long
Genea Barnes | 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

SoGoSurvey

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

SoGoSurvey

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

SoGoSurvey

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

SoGoSurvey

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

SoGoSurvey

SoGoSurvey was more flexible in my opinion compared to the other survey company's I looked at. It had a monthly price option that allowed for the type of logic we needed in our questions. It had great reports, a simple user interface, and tons of helpful tools and question types. I did not use the other platforms personally but would see no reason to not use SoGoSurvey again. Sales and Support were very helpful as well!
Garen Lafser | 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

SoGoSurvey

  • Cost. The software is very reasonably priced when judged against its functionality. The cost and risk of deploying paper surveys, coupled with the additional time it would take to input the data before analysis, means we have a lot less to worry about, have saved time and money.
  • Data and reputation. Security of data is important to us. Using this software has enhanced our credibility with clients. We're serious about data security and this software shows that we are.
  • Ethics and reputation. We are also serious about achieving the highest ethical standards in research, and nothing in this software impedes our ability to meet these standards.
  • Speed. The online training, all of which has been 1-2-1, helped me get to grips with the software and deploy it quickly. The quality of training is very high indeed.
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

SoGoSurvey

General

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

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
SoGoSurvey
8.8

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
SoGoSurvey

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SoGoSurvey

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
SoGoSurvey

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SoGoSurvey

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
SoGoSurvey

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SoGoSurvey

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
SoGoSurvey

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
SoGoSurvey

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