Top Rated
201 Ratings
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Score 8 out of 100
Top Rated
141 Ratings
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Score 7.6 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 Engagement

We have used Sprinklr as a publishing tool for years, and it has really grown into an all-in-one resource. Listening is a fantastic resource to use within Sprinklr, and their reporting can be customized and automated to fit your every need. Not every module is needed for every company, as it can become quite pricey when you're adding up every single module into a total package.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Listening/monitoring

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.5
Boolean keyword searches
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.6
Filtering out noise/spam
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.3
Sentiment analysis
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.8
Broad channel coverage
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.1

Publishing

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.2
Content planning and scheduling
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.3
Audience targeting
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.8
Content optimization
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.8
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.9

Engagement

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.5
Automated routing and prioritization
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.0
Customer interaction histories
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.3
Bulk actions
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.2

Marketing

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.3
Lead generation
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.4
Content marketing
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.2
Paid media management
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.7
Campaigns and promotions
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.8

Channel coverage/integration

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.6
Twitter
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.5
Facebook
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.4
LinkedIn
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.7
Google+
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.6
Instagram
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.4
Pinterest
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.4
YouTube
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.1

Reporting/analytics

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.4
Campaign success analytics
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.6
Real-time tracking
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.4
Competitor analysis
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.2

Account management

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.0
Role-based user permissions & privileges
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
7.4
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
6.6

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 Engagement

  • All basic functions are very user friendly. Onboarding time is minimal. If I give access to someone (even if they are not social savvy), I am confident they will still be able to use the platform.
  • The ability to build custom dashboards is a huge time saver. For instance, you can create a dashboard to look at all your social media inboxes (Facebook, Twitter, Instagram...) all on one screen.
  • The audience profile function is interesting - it allows you to capture unified consumer data, interests, interactions across all your social channels. This is a useful feature for us when looking for influencers or super fans.
Romain Vezirian | 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 Engagement

  • Horrible customer support. Support teams are uneducated, do not look into cases before calls and frequently close open cases before they are resolved.
  • Difficult to set up. Because this platform is so detailed, they are many intricacies. It takes a long time to make it useful. One mistake could give you incorrect data or really mess up the system.
  • Complicated when used in varying organizations within a company as changes affect everyone.
Anonymous | 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 Engagement

Sprinklr Modern Engagement 8.5
Based on 28 answers
I really do feel that Sprinklr is the most complete enterprise social media program. It covers everything you would need to do to run a strategic social media program. On top of that, the success managers are really the best. Our success manager goes above and beyond for us and has been so helpful to us with setting up some very specific repots and profiles. Paul (our CSM) has been great about keeping us up to date on the latest features and functionality as well as helping us set up innovative dashboards as need
Kira Swain | 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 Engagement

Sprinklr Modern Engagement 8.0
Based on 6 answers
Overall, I really enjoyed Sprinklr. It is a multi-faceted platform although I used it primarily for review management. It's easy-to-use and learn, has great customer service and is a great design. My only complaint would be that if there was a blip in pulling in reviews, we'd have to go back through each review site manually and make sure nothing was unresponded to. This could be cumbersome and time-consuming. Other than that, I really enjoyed using it
Meg Ruggieri | 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 Engagement

Sprinklr Modern Engagement 9.1
Based on 10 answers
Our account partners at Sprinklr are not only responsive to out needs, both domestically and internationally, but have consistently approached us with ideas on how to improve our communication and collaboration in a proactive manner.
Paul Matson | 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 Engagement

Sprinklr Modern Engagement 8.2
Based on 8 answers
Perfornace is not aan issue. The issues/bugs with this software are few and far between. And when one pops up the 24/7 support team is helpful, quick and informative.
Anonymous | TrustRadius Reviewer

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 8.0
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 Engagement

Sprinklr Modern Engagement 6.4
Based on 42 answers
Most bugs or fixes are completed in a timely manner as long as you submit an official ticket to Sprinklr Support. I think some fo the feature requests, which take longer to implement, are not high on the list right now, such as better integration with Instagram Stories for publishing and reporting.
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 Engagement

Sprinklr Modern Engagement 7.0
Based on 2 answers
I don't recall our training in detail. I know we met in person a few times, and did some over-the-phone product walk-throughs. It may have been somewhat informal -- I don't recall having any takeaways to refer to.
Anonymous | TrustRadius Reviewer

Online Training

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.4
Based on 3 answers
Through multiple webinars, easily accessible training documents, and ad-hoc sessions with my account manager I am never left in the dark when I have a question.
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 Engagement

Sprinklr Modern Engagement 9.0
Based on 10 answers
The implementation personnel at Sprinklr are top-notch. They will work with you to make sure they setup Sprinklr in a way that best aligns with your structural needs
Anonymous | 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 Engagement

I have not found another product that is as vigorous to a brand's communication with consumers. It is imperative that brands meet customers where 'they' are, and communicate with them like people, not data. I will continue to use and recommend Sprinklr for it's holistic approach to entire consumer journey
Rebecca Ruck | TrustRadius Reviewer

Scalability

Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud) 10.0
Based on 1 answer
No answer on this topic is available.

Sprinklr Modern Engagement

Sprinklr Modern Engagement 8.2
Based on 1 answer
Always start simple with Sprinklr, e.g. one client. You can easily grow over time adding products/units/regions, etc
Sonja Broze | 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 Engagement

  • Sprinklr has made it easier and simpler for my team to submit content to our clients for approval, but the complications come in afterward because of the way the tool is set up in "streams" that only shows for certain users and navigating within the tool can be difficult.
  • We do not use Sprinklr's services for customer service or moderation but another tool so this is sort of a wasted expense in that realm.
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

Sprinklr Modern Engagement

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 Engagement
7.5

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Sprinklr Modern Engagement
8.5

Usability

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

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Sprinklr Modern Engagement
9.1

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sprinklr Modern Engagement
8.2

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
8.0
Sprinklr Modern Engagement
6.4

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sprinklr Modern Engagement
7.0

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
Sprinklr Modern Engagement
8.4

Implementation Rating

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

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Sprinklr Modern Engagement
8.2

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