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Oracle Fusion Service

Oracle Fusion Service
Formerly Oracle Service Cloud

Overview

What is Oracle Fusion Service?

Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for…

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Recent Reviews

OFSC - experience

5 out of 10
September 09, 2023
Incentivized
It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time …
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Rocking

6 out of 10
April 04, 2022
Incentivized
For local government and higher education sectors to manage their CRM needs and functions. Also utilizing the customer portal pages to …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Ticket creation and submission (74)
    8.7
    87%
  • Ticket response (74)
    8.0
    80%
  • Email support (74)
    7.9
    79%
  • Internal knowledge base (74)
    7.7
    77%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

What is Oracle Fusion Service?

Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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7 people also want pricing

Alternatives Pricing

What is Intercom?

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…

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Product Demos

RightNow CTI Integration Demo

YouTube

Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.7
Avg 8.0

Self Help Community

Features that allow customers to self-service for support issues.

7.3
Avg 7.9

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

7.3
Avg 7.9
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Product Details

What is Oracle Fusion Service?

Oracle Service (formerly Oracle Service Cloud), part of the Oracle Advertising and Customer Experience suite, is a cloud-based, omnichannel solution that delivers relevant, connected customer experiences via personalized service interactions with a 360-degree view of the customer. With both B2C and B2B offerings, Oracle Service empowers businesses to offer customers various choices to engage across channels—anywhere, and any time—while balancing automation and intelligence with high-value customer engagement. Oracle Service's approach is driven by knowledge, automation, and evolving customer engagement channels, simplifying every service experience for agents and customers alike. By helping to differentiate an organization’s service experience, Oracle Service aims to deliver measurable business impacts across all industries.

The platform includes: Digital Customer Service, Service Center, Field Service, Knowledge Management, Customer Data Management, and Intelligent Advisor.


Oracle Fusion Service Screenshots

Screenshot of A pixel-perfect Customer Portal organizes self-service content in a way that makes sense to your customers.Screenshot of Customers can search, email, chat, and call your business from their mobile devices for immediate resolution.Screenshot of Bring omnichannel interactions together into an intuitive, unified agent desktop.Screenshot of A fully integrated knowledge solution is the backbone of all seamless and consistent service experiences.Screenshot of Tailor customer experiences with contextualized and personalized service using dynamic interviews.Screenshot of Predictive forecasting tools increase field service operational efficiencies to ensure timely job completion.

Oracle Fusion Service Video

Oracle CX for Service

Oracle Fusion Service Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Blackberry, Mobile Web
Supported LanguagesArabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Greek, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukranian

Frequently Asked Questions

Oracle Service Cloud is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.

Salesforce Service Cloud, Zendesk Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Fusion Service.

Reviewers rate Ticket creation and submission highest, with a score of 8.7.

The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(237)

Attribute Ratings

Reviews

(1-25 of 62)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
Oracle Service is a powerful service where the customers or clients can be evaluated in-depth. It provides a unified way where the customers can also raise complaints that can further be evaluated or resolved by the monitoring team to enhance the product. Also, it offers a lot of customizable features and provides by defaults dashboard for reporting purposes.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Intercom
Oracle Service is slightly on the expensive side in terms of pricing but it offers powerful features as well. As compared to Intercom, Oracle Service is suitable for large companies, and the support in the case of Intercom is available only by phone and email while in the case of Oracle Service, the customer can even raise tickets that can be resolved. Oracle Service automatically provides the pre-built reports and the dashboards that are customizable as well.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Oracle Service seems to have the advantage of providing many opportunities to companies if they have the right knowledge base. It opened our eyes to what possibilities were afforded to us by exploring the different options that existed. None of the options seemed to be more user-friendly. All of Oracles' options seem to be more tech-heavy in nature which is unfortunate. I wish they had a more ready-to-use program.
Praneeth Kuppa | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Oracle Service is the best fit for companies already using other Oracle products. Though Salesforce Service Cloud is equally good in most aspects, Oracle is once again an ecosystem of products like Oracle EBS where seamless integration is possible. Most of our clients were already Oracle shops and Oracle Service seemed to fit better into the ecosystem. Oracle Service seemed relatively cheaper for most of my clients.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Mainly because of the name Oracle, it's a world leading company backed by a large user community in a broad range of different products. We needed the certainty of good support team behind the product and Oracle could deliver on this much better.
Ammar Aldaffaie | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I have been using the Oracle Service Cloud for the past 4 years and I really don't have a lot of experience with other products, I did take a look at others but my experience is not to the point where I can compare.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
I was not a part of the company when it was selected. Newer software has come out since but OSC had become so integrated with our ecosystem of software that it would be difficult to get rid of now. It has become more of a necessity than a desire to have. If possible down the road we will reevaluate other options.
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