Top Rated
201 Ratings
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Score 8 out of 100
67 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

TeamSupport

If you are looking for a robust, efficient experience in your help desk software then this is the way to go. All of the customization features will allow you to set the system up to best compliment your core support teams. Being able to review past communications from end users and team members allows us to review how we do business. Proper communication is key and these functionalities make our job easier. Being able to review how our teams function, communicate, and support our customer base is an ongoing process and this software gets it done.
Eric Krueger | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Oracle CX Service (formerly Oracle Service Cloud)
7.7
TeamSupport
9.0
Organize and prioritize service tickets
Oracle CX Service (formerly Oracle Service Cloud)
8.4
TeamSupport
9.4
Expert directory
Oracle CX Service (formerly Oracle Service Cloud)
7.2
TeamSupport
7.0
Subscription-based notifications
Oracle CX Service (formerly Oracle Service Cloud)
6.9
TeamSupport
9.5
ITSM collaboration and documentation
Oracle CX Service (formerly Oracle Service Cloud)
7.0
TeamSupport
Ticket creation and submission
Oracle CX Service (formerly Oracle Service Cloud)
8.4
TeamSupport
9.9
Ticket response
Oracle CX Service (formerly Oracle Service Cloud)
8.4
TeamSupport
9.1

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
TeamSupport
9.2
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
TeamSupport
9.1
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
TeamSupport
9.3

Multi-Channel Help

Oracle CX Service (formerly Oracle Service Cloud)
7.9
TeamSupport
8.6
Customer portal
Oracle CX Service (formerly Oracle Service Cloud)
8.5
TeamSupport
9.7
IVR
Oracle CX Service (formerly Oracle Service Cloud)
7.7
TeamSupport
Social integration
Oracle CX Service (formerly Oracle Service Cloud)
6.9
TeamSupport
7.7
Email support
Oracle CX Service (formerly Oracle Service Cloud)
8.5
TeamSupport
8.8
Help Desk CRM integration
Oracle CX Service (formerly Oracle Service Cloud)
8.1
TeamSupport
8.1

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

TeamSupport

  • There were other customer support software companies that I looked into at first, however TeamSupport provided exceptional customer service themselves. I paid close attention to how they handled me as a customer to see if they were a company that would understand my desire to give exceptional customer service to my clients and if they had the tools to make the experience easy. Every interaction with them was very positive.
  • Since we needed TeamSupport's software embedded into our software application to give our users easy access to the support tools, the staff at TeamSupport needed to answer many questions and work with our developers to make this possible. They were always willing to take the extra step to ensure a smooth set up.
  • As we continue with TeamSupport, I am especially impressed with the sincerity of the CEO, Robert C. Johnson, and his commitment to us so that together we can deliver exceptional customer support.
Jennifer Desautels | 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

TeamSupport

  • We would like to see a structure to the ticket numbering system. In a previous system we had a numbering system like this mmddyy-xxxxxx This was very easy to see when a ticket was created based on just it's number. Currently with TeamSupport they assign a random number to tickets that is not very informative without a created date field.
  • Reports are nice but lack some rollup capabilities that are needed. Any given report can only work against two data tables at max. This is a limitation that we had to create custom contact fields to get around. They store phone, address and base contact info in separate tables. This makes it impossible with a standard system to create a report of all tickets along with the ticket and contact information in one report. The previous system we were on, allowed you to tie as many related data tables together that was needed to create one high level report.
  • Need Ability to notify external users of ticket activity in regions. So what I mean is we have FAE's in the field that want to know what their customers are asking for their region. They don't want or need a TeamSupport account but want simple e-mails of activity. This has been a lost feature for us going to a new system. I have to create a manual report each week and forward to the people that want this kind of information.
  • Ticket Automation rules will only run against a ticket one time. I understand why they did this to prevent uncontrolled loops but it would be nice to be able to set a limit that was greater than one. This limitation often causes us to have to write multiple rules to handle certain ticket cases.
Ron Johnson | 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

TeamSupport

TeamSupport 10.0
Based on 14 answers
We are very likely to renew. We have been using TeamSupport for years and have tested a few other ticketing software solutions. We utilize several project management solutions to date and are always looking for better more efficient ways. Team Support is great at working with us and allows us to report issues well.
Krissy Gray | 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

TeamSupport

TeamSupport 8.9
Based on 8 answers
I think some things could be a little more user-friendly: specifically the dashboard. Although it's fantastic and makes life so much nicer, I'd like to have more control on it's customization. I'd like to be able to default what's collapsed and what's expanded...instead of everything expanding by default each time I load it.But the portal offers great tools and guides on workarounds.
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.

TeamSupport

TeamSupport 1.8
Based on 4 answers
Again while most of the time I CAN access your server, it's offline enough that I can't count on having the software available to me 24/7
Frances Summerhill | 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.

TeamSupport

TeamSupport 7.3
Based on 5 answers
It is a feature heavy web application, thus speed can be compromised sometimes dependent on availability of a quality internet connection
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

TeamSupport

TeamSupport 9.0
Based on 8 answers
TeamSupport's communication for service issues/maintenance are always visible. They also offer many opportunities for training on the software via webinar. Additionally, their support team has been available for coaching and guidance on how to use the software more effectively. They also offer training on creating customized reports to suit our specific organizational needs.
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.

TeamSupport

TeamSupport 6.4
Based on 1 answer
Able to get hands on training and ask questions.
Carrie French | TrustRadius Reviewer

Online Training

Oracle CX Service (formerly Oracle Service Cloud)

No score
No answers yet
No answers on this topic

TeamSupport

TeamSupport 7.7
Based on 3 answers
Not much training was offered, but it was always provided when we requested it
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

TeamSupport

TeamSupport 7.5
Based on 6 answers
Data import was the most difficult hurdle for us to get over. The mass import was handled through an Excel spreadsheet. TeamSupport doesn't use Microsoft Office products for the most part so they were relying on Google Docs which has limitations over Excel. Special characters and html in import cells can be a issue with importing. When creating a data export from your current system, special care needs to be taken so that the data is able to be processed into TeamSupport without issues.
Ron Johnson | 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

TeamSupport

TeamSupport is a much more modern, intuitive and user-friendly version of NetSuite with many additional bells and whistles. NetSuite has a business only facade with a rather clunky interface and system. TeamSupport compares favorably and meets business needs while being a much more advanced and modern solution.
Anonymous | 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.

TeamSupport

TeamSupport 1.0
Based on 1 answer
TS keeps adding new features without making sure the program is reliable as-is. The program is frequently offline which makes for significant frustration on my part
Frances Summerhill | 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

TeamSupport

  • TeamSupport has improved our team's response times. We are able to address all requests within a short time of receiving them.
  • TeamSupport allows us to effectively manage workflow.
  • The program provides us with a certain level of accountability, and requires that we be meticulous in our work.
Hannah Pace | 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

Oracle CX Service (formerly Oracle Service Cloud) Editions & Modules

Additional Pricing Details

TeamSupport

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$2,000*

* per installation

TeamSupport Editions & Modules

Edition
Enterprise$551
Support Desk$401
  1. Per User per Month
Additional Pricing Details
Pricing is based on annual billing

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
TeamSupport
8.5

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
TeamSupport
10.0

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
TeamSupport
8.9

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
TeamSupport
1.8

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
TeamSupport
7.3

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
TeamSupport
9.0

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
TeamSupport
6.4

Online Training

Oracle CX Service (formerly Oracle Service Cloud)
TeamSupport
7.7

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
TeamSupport
7.5

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
TeamSupport
1.0

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