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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
2 Ratings
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Score 3.8 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 Express (formerly KANA Express)

If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time.If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team.If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Express (formerly KANA Express)
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Express (formerly KANA Express)
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Verint Express (formerly KANA Express)

Multi-Channel Help

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

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 Express (formerly KANA Express)

  • Allows you to manage multiple email queues with different business rules.
  • User interface is somewhat intuitive, allowing users to navigate fairly easily.
  • Admin controls allow for a considerable variety of customization.
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

Verint Express (formerly KANA Express)

  • KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you.
  • Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign.
  • Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients.
  • The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses.
  • Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics.
  • Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users.
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

Verint Express (formerly KANA Express)

No score
No answers yet
No answers on this topic

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 Express (formerly KANA Express)

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 Express (formerly KANA Express)

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 Express (formerly KANA Express)

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 Express (formerly KANA Express)

No answers on this topic

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 Express (formerly KANA Express)

  • KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system.
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

Verint Express (formerly KANA Express)

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 Express (formerly KANA Express)
3.0

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Verint Express (formerly KANA Express)

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Express (formerly KANA Express)

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Verint Express (formerly KANA Express)

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Express (formerly KANA Express)

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
Verint Express (formerly KANA Express)

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Express (formerly KANA Express)

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Verint Express (formerly KANA Express)

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Verint Express (formerly KANA Express)

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