Oracle Service

Oracle Service
Formerly Oracle Service Cloud

Top Rated
Score 8.2 out of 10
Top Rated
Oracle Service

Overview

What is Oracle 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

Rocking

6 out of 10
April 04, 2022
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
  • Email support (75)
    8.5
    85%
  • Ticket creation and submission (74)
    8.3
    83%
  • Ticket response (74)
    8.1
    81%
  • Internal knowledge base (75)
    8.1
    81%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is Oracle 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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Alternatives Pricing

What is Salesforce Service Cloud?

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social…

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. The vendor states users can increase productivity by taking advantage…

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Product Demos

Oracle CX for Service
01:16
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.1Avg 8.2

Self Help Community

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

8.1Avg 8.1

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.

8Avg 8.1
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Product Details

What is Oracle 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 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 Service Video

Oracle CX for Service

Oracle 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 Support Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Service.

Reviewers rate Help Desk CRM integration highest, with a score of 8.8.

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

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Reviews

(1-25 of 88)
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April 04, 2022

Rocking

Score 6 out of 10
Vetted Review
Verified User
Well suited for managing CRM FUNCTIONS on incident management, reporting, and running business rules. Definitely need support with automating deployments and allowing custom REST API functionality.
Score 9 out of 10
Vetted Review
Verified User
Oracle Service is a powerful tool to track clients from 360 degrees. It allows us to cover a wide range of different services for our organization and the customer service is now doing great since we get quick responses and we get in-depth analysis. Customer contact history can also be monitored with this amazing service. The license cost can be optimized since the product is cloud-based.
Score 8 out of 10
Vetted Review
Verified User
Oracle Service is best suited for improving the self-service experience of customers. Different customer portals can be developed using Oracle Service for enhancing customer communication and improving the way of customer help. Oracle Service is most needed where communication with customers plays an important role in business growth, and managing future strategy.
Score 9 out of 10
Vetted Review
Verified User
Oracle Service is a really great tool that can be perfect for organizations that need to track their clients in-depth. This tool will basically help to get a 360-degree view and help to measure the criticality of a customer. It is a multi-channel tool and can be used to gather reviews from various platforms such as social media or even from a website since it helps to track customer activities. It is perfect for call center companies as well.
Score 6 out of 10
Vetted Review
Verified User
Oracle Service is well suited for companies that have a heavy tech support team. If a tech support team could work with your department for a majority of a week then they could build out Oracle Service for your needs fairly easily. If you were like my team and your non-tech side was in charge of implementing Oracle Service then it would take way too long to get what you needed out of the programming. I think it is a great service and can customize what you need, but you need the tech support.
Praneeth Kuppa | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Oracle Service is particularly suited for creating an enhanced self-service experience. Various kinds of portals all the way from repair portals, to portals, and to visa processing can be built on it. It is great to use in areas where it is needed to constantly communicate with the customer. Though the platform can do any function with huge customizations, it is better to use it for providing customer/self-service alone.
Dev Aditya | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Best Suited Scenarios:
1. If any customer center has a requirement for a lot of integrations like CTI, chatbot, Oracle CX suite is best suited
2. If the customer has complex reporting requirements, Oracle Service can handle such requirements
Shafiq Ahmed | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
My favourite CRM platform is Oracle Service, which allows businesses to handle large numbers of incoming customer service requests while also offering strong self-service capabilities. I strongly advise other Oracle customer to use this product. The cloud product is simple to understand and use. Live chat is a fantastic tool. It's used respond to consumer requests.
Score 9 out of 10
Vetted Review
Verified User
We have found that when we install a piece of healthcare equipment at a site, Service Cloud is extremely strong at tracking that equipment and the activity around it. We find that Service Cloud really doesn't benefit us on the Professional Services side of things very much.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.
Score 5 out of 10
Vetted Review
Verified User
Oracle Service Cloud is well suited as a tool to manage end-user information, such as how-to documents to help them solve the problems they run into. That the platform runs in the cloud is a plus since it lessens the pressure on the IT team, because it can focus on the non infrastructure part of the maintenance of the tool.
Ammar Aldaffaie | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
The Oracle service cloud is very good for a call center who likes to track customers interactions and use the ticketing system to resolve customers problems and follow up and collect customer feedback. It is great with reporting on these incidents and to provide notifications to the agents who are working them. I cannot think of a case where it cannot work since it is very easy to customize and build add-in and custom widgets when needed.
Chris Edwards | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Oracle CX Service [(formerly Oracle Service Cloud)] is a complete customer service platform and the platform fits well in a scenario where a company wishes to acquire a single hub to manage the various communication channels from social media, website and contact center instead of acquiring a single platform for all of these channels. Oracle CX Service will fit into these scenario and grow your productivity and improve the customer service that you offer to your clients.
Score 9 out of 10
Vetted Review
Verified User
Service cloud is great at tracking data, but sometimes the data can be overwhelming and the user has to do a lot of work on the front end to make sure the data is correct. Customizations should be easier for companies without having to hire an Oracle expert to do all of the work for you.
Score 7 out of 10
Vetted Review
Verified User
Oracle Service Cloud is well-suited for companies of all sizes but under a few specific circumstances. Your organization must have employees that already have some experience or knowledge for using Oracle Service Cloud. It is a complicated service, but also a valuable tool for those who know how to use it. Customizability is somewhat limited, but if you don't need anything other than what is offered by default, Oracle Service Cloud is a good solution.
John Petit | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Oracle Service Cloud allows a call center to maintain fluid and efficient communication with customers and the work team. The amount of customization that can be added to this product makes it possible to foster collaboration in the office and in addition, repetitive back-office tasks can also be automated with Oracle Service Cloud.
Score 4 out of 10
Vetted Review
Verified User
You have to really know the system to get a lot out of it. If you are not big into technology or do not have a lot of experience we have found that those employees dislike this platform. It is well suited to provide assistance in multiple roles from sales to customer service. If you do have a tech guru and they can run the platform it can be helpful. This would not be my first choice if going through the process again.
Score 9 out of 10
Vetted Review
Verified User
Strengths:
- Cross-channel customer interaction availability.
- Great possibility to build custom reports.
- Web customer service,
- Knowledge management tools.

Weaknesses:
- Relatively high system requirements, so it might be laggy on average machines.
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