Oracle CX Service (formerly Oracle Service Cloud) Reviews

201 Ratings
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Score 8.0 out of 100

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Reviews (1-9 of 9)

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Anonymous | TrustRadius Reviewer
August 06, 2019

On cloud 9!

Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Renew

10
We are committed to using this system that we just started using a few years ago
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Mig Ponce | TrustRadius Reviewer
January 06, 2014

Oracle RightNow: the Cadillac of CRMs

Score 8 out of 10
Vetted Review
Verified User
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Likelihood to Renew

10
It has its quirks, but works so well. Near-flawless uptime and scalability; thorough support; and extensive analytics. I'll be honest-- switching costs and historical reporting factor into why to keep a vendor rather than switch. But in the case of RightNow, I'm very happy with it and am not looking to switch. It's organized well and is a very thorough application. The company really takes interest in it clients, as well as in developing its product. But it really needs to address the lack of a WFM API!
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Anonymous | TrustRadius Reviewer
December 18, 2013

Review of the RightNow Knowledgebase

Score 8 out of 10
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Verified User
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8
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.
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Anonymous | TrustRadius Reviewer
November 26, 2013

RightNow CX General Review by a System Engineer

Score 8 out of 10
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Likelihood to Renew

8
I give this rating to RightNow because I believe that it's a strong CRM (I know RightNow doesn't like this term) product with virtually limitless possibilities. I like how flexible RightNow is, allowing businesses to fully customize it for their needs. I also like that it's cloud based and doesn't require additional local installation and management.
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Anonymous | TrustRadius Reviewer
January 06, 2014

Use RightNow... right now!

Score 10 out of 10
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Verified User
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Likelihood to Renew

8
I would have said 10 because I really like the tool, but that decision is not mine. I've used Access before RightNow. This tool was selected by our leaders before I joined the group so I did not have a say in choosing the tool.
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Feature Scorecard Summary

Organize and prioritize service tickets (57)
8.4
Expert directory (38)
7.1
Subscription-based notifications (42)
6.9
ITSM collaboration and documentation (37)
7.0
Ticket creation and submission (58)
8.4
Ticket response (58)
8.3
External knowledge base (50)
7.7
Internal knowledge base (58)
7.7
Customer portal (55)
8.5
IVR (23)
7.7
Social integration (33)
6.9
Email support (60)
8.4
Help Desk CRM integration (41)
8.0

About Oracle CX Service (formerly Oracle Service Cloud)

Oracle CX Service (formerly Oracle Service Cloud), part of the Oracle Cloud CX 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 CX 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 CX 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 your organization’s service experience, Oracle CX 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 CX Service (formerly Oracle Service Cloud) Screenshots

Oracle CX Service (formerly Oracle Service Cloud) Integrations

Everything on the Oracle Marketplace (75+ apps)

Oracle CX Service (formerly Oracle Service Cloud) Competitors

Salesforce Service Cloud, Zendesk, SAP CRM Service Manager, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

Oracle CX Service (formerly Oracle Service Cloud) Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Oracle CX Service (formerly Oracle Service Cloud) Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone, Blackberry, Mobile Web
Supported Languages: Arabic, 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