Skip to main content
TrustRadius
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…

Read more
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 …
Continue reading

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 …
Continue reading
Read all reviews

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)
    8.8
    88%
  • Ticket response (74)
    8.0
    80%
  • Email support (74)
    7.9
    79%
  • Internal knowledge base (74)
    7.7
    77%

Reviewer Pros & Cons

View all pros & cons
Verified User
Director in Information Technology
Information Technology and Services Company, 10,001+ employees
Return to navigation

Pricing

View all pricing
Oracle Fusion Service

Oracle Fusion Service

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

Would you like us to let the vendor know that you want pricing?

7 people also want pricing

Alternatives Pricing

Salesforce Service Cloud

Salesforce Service Cloud

$25
per month
What is Salesforce Service Cloud?

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Intercom

Intercom

$39
per month per seat
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…

Return to navigation

Product Demos

RightNow CTI Integration Demo

YouTube

Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo

YouTube
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.6
Avg 7.9

Self Help Community

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

7.3
Avg 7.7

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 7.7
Return to navigation

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 Competitors

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 8.8.

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

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(237)

Attribute Ratings

Reviews

(1-11 of 11)
Companies can't remove reviews or game the system. Here's why
September 09, 2023

OFSC - experience

Verified User
Director in Information Technology
Information Technology and Services Company, 10,001+ employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Ease of Integration
5

Too many changes in last few years for integration needs, SOAP calls converted to REST. Plug in developed in JCS is now been asked to move to OFSC


April 09, 2022

Great solution for Finance team to manage their day-to-day operations

KG
Kay Gosling
Systems Administrator
CCS (Non-profit Organization Management, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Ease of Integration
9
Since the integration of PBCS into our Netsuite environment, we have not had a failure since it releases into the production environment that we had to rollback and any reported incidents from the business department
April 15, 2021

Oracle Service review

Heena Karir | TrustRadius Reviewer
Heena Karir
Oracle Service Cloud Developer
Serene Corporation (Information Technology and Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Ease of Integration
9
Some of the native PHP functions are blacklisted which causes a problem during integrations.
Also, not all of the DotNet components work on the Agent Desktop and we end up wither finding a work around or completing removing the requirement
April 12, 2021

Powerful customer service systems and contact center apps

Elizabeth Cassidy | TrustRadius Reviewer
Elizabeth Cassidy
Senior Analyst, Customer Analytics
Alliance Data Card Services (Financial Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Ease of Integration
9
Integration with social media accounts is easy and provides insightful analytics delivering real-time, trusted and enriched data which we put to heavy use in supporting our customers and delivering excellent services to ensure customer satisfaction is achieved. The user interface is straightforward and I have found it to integrate well with several third party apps.
Return to navigation