Top Rated
201 Ratings
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Score 8 out of 100
34 Ratings
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Score 8.2 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

Sprinklr Modern Care

Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
Gregory Hounslow | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Sprinklr Modern Care
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Sprinklr Modern Care
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Sprinklr Modern Care

Multi-Channel Help

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

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

Sprinklr Modern Care

  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
Alexandra Gambardella | 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

Sprinklr Modern Care

  • We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.
Laura Thomas | 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

Sprinklr Modern Care

Sprinklr Modern Care 7.5
Based on 7 answers
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
Daved Artemik | 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

Sprinklr Modern Care

Sprinklr Modern Care 8.0
Based on 3 answers
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
Steve MacLaughlin | TrustRadius Reviewer

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 10.0
Based on 2 answers
No answer on this topic is available.

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 6 answers
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
Steve MacLaughlin | TrustRadius Reviewer

Performance

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 9.0
Based on 2 answers
No answer on this topic is available.

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 6 answers
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
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

Sprinklr Modern Care

Sprinklr Modern Care 7.0
Based on 19 answers
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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.

Sprinklr Modern Care

Sprinklr Modern Care 10.0
Based on 1 answer
Our customer support team went through in-person training. I am not unable to rate.
Anonymous | 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

Sprinklr Modern Care

Sprinklr Modern Care 9.0
Based on 4 answers
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
Steve MacLaughlin | 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

Sprinklr Modern Care

The social listening and benchmarking dashboards of Sprinklr Modern Research have been a huge game changer for our department. They allow us to gauge the competitive landscape and monitor any trending topics in a particular space which allows us to realign our priorities for the upcoming fiscal year. They're both great products, but have different purposes.
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

Sprinklr Modern Care

  • Sprinklr Modern Care has had a dramatic affect on our response times and overall efficiency. We've been able to handle more conversations in less time.
  • The platform has allowed us to exclude (or de-prioritize) high-volume, low-priority conversations from social media posts that are intended to create engagement, so our queues are not jammed up with emoji replies, one-word responses, etc. It has been amazing to either route comments on certain posts to a dedicated queue, or to exclude them from our teams' queue altogether.
Gregory Hounslow | 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

Sprinklr Modern Care

General

Free Trial
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
Sprinklr Modern Care
8.6

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Sprinklr Modern Care
7.5

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sprinklr Modern Care
8.0

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Sprinklr Modern Care
9.9

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sprinklr Modern Care
9.9

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Sprinklr Modern Care
7.0

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sprinklr Modern Care
10.0

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sprinklr Modern Care
9.0

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Sprinklr Modern Care

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