Top Rated
201 Ratings
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Score 8 out of 100
195 Ratings
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Score 7.4 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

Sugar Sell (SugarCRM)

If your organization has needs or requirements that it seems cannot be met by the industry leaders in CRM, I would urge you to talk to Sugar Sell (SugarCRM). They bent over backwards to work with different groups of people within our company to prove to them how committed they were to making the product work for us. It seamlessly integrates with our email and other applications we use frequently. And they helped us configure detailed reporting for our very complex sales territories and organizational structure.If you are looking for a very basic CRM tool that doesn't require much configuration, Sugar will still work for you, but you certainly have other options.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Sugar Sell (SugarCRM)
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Sugar Sell (SugarCRM)
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Sugar Sell (SugarCRM)

Multi-Channel Help

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

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.6
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.8
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.9
Territory management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.6
Opportunity management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.4
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.3
Contract management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
6.8
Quote & order management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.8
Interaction tracking
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.0
Channel / partner relationship management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.7

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.1
Case management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
6.3
Call center management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.9
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.2

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.5
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.2
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
6.7

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.6
Task management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.0
Billing and invoicing management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.1
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.7

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.9
Forecasting
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.3
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.4
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.1

Customization

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.9
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.4
Custom objects
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.5
Scripting environment
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.7
API for custom integration
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.9

Security

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.8
Single sign-on capability
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.6
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.9

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.8
Social data
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.8
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.8

Integrations with 3rd-party Software

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.3
Marketing automation
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.8
Compensation management
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.8

Platform

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.1
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
7.1

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

Sugar Sell (SugarCRM)

  • Very easy to set up and configure reports among teams. Very customizable and allows me to build reports that illustrate how the team is performing.
  • Exporting granular reports into excel for in depth analysis and actionable measures.
  • Ability to mass upload lots of information and leads. Important for our team to import lots of information on prospecting clients.
Anonymous | 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

Sugar Sell (SugarCRM)

  • The back-end programming (logical hooks) for advanced customizations could benefit from a more user-friendly interface
  • General layout could be improved by the addition of modern templates to customize the standard look and feel
  • Support communities could be further improved with the addition of videos on how to do specific configuration, modules.
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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.2
Based on 26 answers
Our organization will continue to use Sugar as long as it remains cost effective and it addresses the majority of our needs. I will, however, recommend looking into other options once our needs increase and there is additional budget for some bigger named and more robust platform options. I feel if the application was friendlier to end users we would get better productivity as well.
Andrew Dunifer, MBA/MS MIS | 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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.3
Based on 2 answers
There's a learning curve associated with Sugar. Right away, it's not as easy as an out-of-the-box CRM. Once you learn how to use Sugar, the system fits what your needs are. With any other CRM, you'd be trying to figure out how your company can best fit the CRM. You don't want to change your business cycle for your CRM, the CRM should fit your business cycle.
Anonymous | 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.

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 1 answer
SugarCRM has never been down for us.
Peter Fletcher | 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.

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 10.0
Based on 1 answer
No response time issues ever. Very productive due to its ease of use.
Peter Fletcher | 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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 6.3
Based on 10 answers
Most of our support comes from the documentation on the SugarCRM web site. There is lots of documentation available, but sometimes, it takes a little time to find the piece that pertains to your system. The SugarCRM software has changed a lot over the years and documentation for all of the versions is still available on the web.
Tom Kreiner | 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.

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
We feel clasroom training is essential to ensure user adoption and buy-in. Video and on-line training courses gave their place but being in a classroom setting enables the Team to make any potential CRM issues visble right up front.
Peter Fletcher | TrustRadius Reviewer

Online Training

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 8.0
Based on 1 answer
Only part of an implemementation as noted previously.
Peter Fletcher | 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

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 6 answers
Study, study, and study. Be prepared to train everyday until all processes are flowing nicely. The CRM is the elephant and figuring out where to take the first bite can be a challenge. But there is only one way to eat this elephant, one bite at a time. Systematic planning is very important.
Marc Prince | 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

Sugar Sell (SugarCRM)

GoldMine was an archaic platform. Adding custom fields was difficult. Reporting was horrible. Sugar CRM blows it out of the water. It's also easier to use and navigate. Having all of the data available from any browser is also a tremendous advantage compared to our private installation of GoldMine which required their software and a VPN connection.
Sid Haas | 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.

Sugar Sell (SugarCRM)

Sugar Sell (SugarCRM) 9.0
Based on 1 answer
Works from 2-300 Users in our experience.
Peter Fletcher | 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

Sugar Sell (SugarCRM)

  • Just one of our customized modules allowed us to automate multiple processes and saves us on average 500 man hours a year.
  • It allows each user to have a 360-degree view point of our databases at any given point.
  • Incorporating some of our onsite operational pieces within SugarCRM has given us the opportunity to reduce the number of places information is stored to one.
Jennifer Stewart | 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

Sugar Sell (SugarCRM)

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
Sugar Sell (SugarCRM)
7.7

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Sugar Sell (SugarCRM)
8.2

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sugar Sell (SugarCRM)
8.3

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Sugar Sell (SugarCRM)
10.0

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sugar Sell (SugarCRM)
10.0

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Sugar Sell (SugarCRM)
6.3

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sugar Sell (SugarCRM)
9.0

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
Sugar Sell (SugarCRM)
8.0

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Sugar Sell (SugarCRM)
9.0

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Sugar Sell (SugarCRM)
9.0

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