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Top Rated
201 Ratings

Oracle CX Service (formerly Oracle Service Cloud)

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Top Rated
201 Ratings
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Score 8 out of 100
7 Ratings
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Score 9 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

Verint Digital Feedback Management (OpinionLab)

OpinionLab is a great way to collect passive feedback from our online users in a simple unobtrusive manner. Easily implemented by most areas of the organization and used to help direct new product development. It can also aid in determining issues with our online tools and processes.
Richard Perroset | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Digital Feedback Management (OpinionLab)
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Digital Feedback Management (OpinionLab)
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Digital Feedback Management (OpinionLab)

Multi-Channel Help

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Verint Digital Feedback Management (OpinionLab)
Customer portal
Oracle CX Service (formerly Oracle Service Cloud)
8.5
Verint Digital Feedback Management (OpinionLab)
IVR
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Digital Feedback Management (OpinionLab)
Social integration
Oracle CX Service (formerly Oracle Service Cloud)
6.9
Verint Digital Feedback Management (OpinionLab)
Email support
Oracle CX Service (formerly Oracle Service Cloud)
8.4
Verint Digital Feedback Management (OpinionLab)
Help Desk CRM integration
Oracle CX Service (formerly Oracle Service Cloud)
8.1
Verint Digital Feedback Management (OpinionLab)

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

Verint Digital Feedback Management (OpinionLab)

  • Easily deployed, using either standard templates or custom installs.
  • Easy reporting interface, and good delivery options for automated reports.
  • Extendable methods for extracting real-time voice of the customer comments during product launches, releases or other critical timeframes.
Dieter Davis | 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

Verint Digital Feedback Management (OpinionLab)

  • Add a multi user dashboard.
Alex Corzo | 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

Verint Digital Feedback Management (OpinionLab)

Verint Digital Feedback Management (OpinionLab) 8.0
Based on 1 answer
The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget
Alex Corzo | 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

Verint Digital Feedback Management (OpinionLab)

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

Verint Digital Feedback Management (OpinionLab)

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

Verint Digital Feedback Management (OpinionLab)

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

Verint Digital Feedback Management (OpinionLab)

OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.
Richard Perroset | 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

Verint Digital Feedback Management (OpinionLab)

  • OpinionLab has provided very valuable insights, as a method of detection of site issues or customer struggle, where we can tie it to a customer experience in Tealeaf or Clicktale and then quantify the issue.
  • Feedback in customer service applications has also helped us improve our call center agent's experience by allowing them to report application issues on a system that didn't have as much analyst or product development priority, and reduce our average handle time.
Dieter Davis | 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

Verint Digital Feedback Management (OpinionLab)

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
Verint Digital Feedback Management (OpinionLab)
9.0

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Verint Digital Feedback Management (OpinionLab)
8.0

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Digital Feedback Management (OpinionLab)

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Verint Digital Feedback Management (OpinionLab)

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Digital Feedback Management (OpinionLab)

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Verint Digital Feedback Management (OpinionLab)

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Digital Feedback Management (OpinionLab)

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Digital Feedback Management (OpinionLab)

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Verint Digital Feedback Management (OpinionLab)

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