Top Rated
201 Ratings
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Score 8 out of 100
21 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

WalkMe

Because our product allows a lot of freedom and customization, help is often needed to get started. WalkMe gives my team a tool other than just a static knowledge base article to help a customer. Until we were using WalkMe we had knowledge articles and video tutorials. The video tutorials were more engaging but took more time to create. Now in the time it takes, or less, to create a knowledge base article we are able to create an interactive guided experience
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

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

WalkMe

  • WalkMe provides guidance and information at the moment and in the location that users need it most. This means that the user does not have to hunt for information or get frustrated when they cannot complete a task.
  • WalkMe helps support teams by providing immediate solutions to either regular or one-off queries from users.
  • The WalkMe insights and visions help managers to track user journeys and understand user behavior. This ensures that managers can engage with users in a more productive way.
Rona Bassett | 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

WalkMe

  • The workflow builder feels a bit clumsy - and can be quite tedious.
  • There needs to be quite a bit of time investment in order to learn the platform efficiently.
  • WalkMe is a relatively expensive platform for the amount of effort it takes to build workflows (mobile functionality is an add-on).
Joshua Melder | 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

WalkMe

WalkMe 8.0
Based on 1 answer
No answer on this topic is available.

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

WalkMe

WalkMe 9.0
Based on 2 answers
WalkMe has done a great job of making their tool easy to use. However because it is a Firefox plugin it causes me to need another browser and sacrifice the left 2 - 3 inches of my display, when working on a laptop this makes it a bit painful. Also when publishing you can organize your list of walk-thrus, the window size is small and limited to the constraints of the WalkMe tool.
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

WalkMe

WalkMe 10.0
Based on 1 answer
The WalkMe Support Team was phenomenal. My support rep made a genuine effort to ensure my success with using the WalkMe Software. She was kind, patient, and very knowledgeable on the software. If there was a question she did not know the answer too, she would find the answer and get back to me as soon as possible
Aaron Goldstein | 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

WalkMe

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

WalkMe

Our organization reviewed several products before selecting WalkMe as the primary tutorial platform. We chose WalkMe because our primary business tutorial need is for Salesforce. WalkMe offers an incredibly easy-to-use and understandable walk-through and integrates incredibly reliably with Salesforce as a platform. Additionally, based on the feedback from others, WalkMe offered one of the better user experiences. The ability to click and follow overlay prompts worked extremely well for those involved.
Joshua Melder | 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

WalkMe

  • They cost us tens of thousands of dollars by strong-arming us and refusing to cancel our contract because we missed the cancellation window by a few days. We had zero use for their product since it had been replaced with another product we already used, so if anything, they slowed down our ability to re-invest in our business.
  • Their NPS score feature was very buggy the first few months we started using it. The reports almost never pulled up in the admin panel, and when they did, the data was clearly inaccurate. The admin panel functionality was not even what we'd consider a minimum viable product. Clearly shipped too early. This prevented us from providing accurate NPS reports to our leadership.
  • Their walk-through product helped us get things off the ground, but looking back, we should have used better alternatives from the beginning.
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

WalkMe

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Oracle CX Service (formerly Oracle Service Cloud)
7.8
WalkMe
9.6

Likelihood to Renew

Oracle CX Service (formerly Oracle Service Cloud)
9.9
WalkMe
8.0

Usability

Oracle CX Service (formerly Oracle Service Cloud)
9.0
WalkMe
9.0

Reliability and Availability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
WalkMe

Performance

Oracle CX Service (formerly Oracle Service Cloud)
9.0
WalkMe

Support Rating

Oracle CX Service (formerly Oracle Service Cloud)
7.9
WalkMe
10.0

In-Person Training

Oracle CX Service (formerly Oracle Service Cloud)
9.0
WalkMe

Implementation Rating

Oracle CX Service (formerly Oracle Service Cloud)
9.0
WalkMe

Scalability

Oracle CX Service (formerly Oracle Service Cloud)
10.0
WalkMe

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