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

Vtiger

I would rate Vtiger with 9/10 simply because:
  • It is fast
  • It s easy to use
  • It gets updated quite often with new features
  • It is very customizable
Miguel Nuñez | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

Oracle CX Service (formerly Oracle Service Cloud)
7.7
Vtiger
External knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Vtiger
Internal knowledge base
Oracle CX Service (formerly Oracle Service Cloud)
7.7
Vtiger

Multi-Channel Help

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

Sales Force Automation

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.7
Customer data management / contact management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.5
Workflow management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
6.8
Opportunity management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
6.9
Integration with email client (e.g., Outlook or Gmail)
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.3
Contract management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.4
Quote & order management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.9
Interaction tracking
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.4

Customer Service & Support

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.7
Case management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.3
Help desk management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.1

Marketing Automation

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.1
Lead management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.8
Email marketing
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.4

CRM Project Management

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.8
Task management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.0
Billing and invoicing management
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.3
Reporting
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.0

CRM Reporting & Analytics

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.5
Forecasting
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.9
Pipeline visualization
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
10.0
Customizable reports
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
9.5

Customization

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.9
Custom fields
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.8
Custom objects
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.7
API for custom integration
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
7.4

Social CRM

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
5.9
Social engagement
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
5.9

Platform

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
5.7
Mobile access
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
5.7

Security

Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.7
Role-based user permissions
Oracle CX Service (formerly Oracle Service Cloud)
Vtiger
8.7

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

Vtiger

  • Automatic Updates - Notifications when updates are made to projects helps all parties stay on task and understand where each project stands in terms of completion.
  • Flexibility and Customization - We have been successful in customizing the different fields in vTiger to match our specific needs, whether in the sales section, tickets section, and projects section.
  • Reporting - The ability to create customized reports is great and very useful to management to understand areas that may need attention.
  • Support - If you have a question, the vTiger support team is outstanding in terms of responses and ensuring that your issues is resolved. In addition, they are frequently releasing updates and upgrades to the product.
Geoff Yeagley | 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

Vtiger

  • Though you can create reports however you want, they may need to come out in multiple files. I wish this could be aggregated.
  • It's still very simple. There is room for improvement with the setup of the admin panel.
  • The dropdowns function funny when scrolled down. It's picky but it's frustrating.
  • The search function could be improved.
Ellen Evans | 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

Vtiger

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

Vtiger

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

Vtiger

Vtiger 9.0
Based on 1 answer
It is as good as you could expect for a company that operates from another continent. Emails are quickly responded to and do not usually require additional questions or answers. It is quite rare for a company of their size to be as responsive as they are and that makes them a sound choice to deal with.
Thomas Olesen | 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

Vtiger

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

Vtiger

The selection of Vtiger as CRM wasn't on my hands. The decision was made before I arrived to the company. Nevertheless, I know that the pricing was one of the main reasons and the overall performance of Vtiger. It was feature on the top of Gartner's Magic Quadrant. And the reviews were very helpful
Nomar Norono | 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

Vtiger

  • The reasonable cost and integrated features have made our sales process much more efficient than disparate CMR, email campaign, quoting, invoicing, and payment systems.
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

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

Additional Pricing Details

Vtiger

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$10*

* / user / month

Vtiger Editions & Modules

Edition
Sales Starter$101
Sales Professional$201
Support Starter$101
Support Professional$201
Ultimate$301
  1. / user / month
Additional Pricing Details
Discounts are provided for both annual subscriptions, and for high volume users.

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
Vtiger
7.6

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
Vtiger

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Vtiger

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Vtiger

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Vtiger

Support Rating

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

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Vtiger

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
Vtiger

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
Vtiger

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