Hybrid Oracle Blend
Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the …
Oracle ServiceFormerly Oracle Service Cloud
Top Rated
Oracle Service
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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Top Rated
2022
Popular Features
View all 13 features- Email support (75)8.585%
- Ticket creation and submission (74)8.383%
- Ticket response (74)8.181%
- Internal knowledge base (75)8.181%
Reviewer Pros & Cons
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Adolfo Aguilar Sánchez
System Operations & Management Lead
Kyndryl (Information Technology & Services, 10,001+ employees)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.
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Alternatives Pricing
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Oracle CX for Service
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Product Details
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- Competitors
- Tech Details
- FAQs
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
Oracle Service Video
Oracle CX for Service
Oracle Service Competitors
Oracle Service Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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 |
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).
Comparisons
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Reviews and Ratings
(236)
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Reviews
(1-25 of 87)- Popular Filters
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May 11, 2022
Hybrid Oracle Blend
- Agile responses
- Recovery time
- Services agreements
- I'm in IT, I cannot comment on this area only business can provide this detail
- I'm in IT, I cannot comment on this area only business can provide this detail
April 04, 2022
Rocking
- Self service experience
- Increased 30 percent customer experience using out of box functions and had to use 70 percent customizations
December 28, 2021
Why Oracle has to innovate
- During incidents is hard to manage internally.
- Extra things (eg. additional backup) are costly.
- Support sometimes is difficult to follow.
December 27, 2021
Great platform to manage Customers
- Increased ROI.
- Working on customer feedback.
- Takes enhancement decisions based on the feedback
December 06, 2021
Oracle Service Cloud Easy of Use!
Score 10 out of 10
Vetted Review
Verified User
- Our ROI is keep growing with the help of Oracle Service Cloud.
- Deliver tailored responses[.]
- Offer seamless customer service[.]
November 29, 2021
Delivers what it promises.
- Improved customer relationship.
- Business growth in terms of customer bonding.
October 21, 2021
Oracle Service - Provides 360 degree view
- Increased revenue.
- Less consumer complaints.
- Tracking and Management of customers is now very easy.
October 07, 2021
Not the right fit but good for others
- Expanded understanding of what is available.
- Makes me feel like our tech department is lacking.
- Was not the solution for the problem we set out to solve.
August 24, 2021
A polyglot review of Oracle Service
- Oracle Service helped deflect phone calls to the call center, helping reduce the cost of manning and maintaining call centers.
- It provided customers with instant answers through a well-seeded knowledge base resulting in instant customer gratification.
- It helped us understand our customers better through surveys.
July 29, 2021
Product with a lot to offer for CX-Service needs
- Ticket response time improved
- Self help service improved
- Customer satisfaction improved
April 29, 2021
Oracle Service is simple to use and configure.
- A deeper understanding of the demands of the customer.
- The time to market has been decreased.
- Our revenue is increasing.
April 15, 2021
Oracle Service review
- With better CX, ROI increases multifold
- Faster Customer Response and Resolutions of their grievances uplifts overall Customer Experience
April 15, 2021
Love it and want more of it!
- Easily can identify install customers of the same type.
- Efficiencies created with overall traceability, which allow us to reduce staff.
- Data analytics add significant value to future installs.
- Automation of campaigns across different channels of communication gives us an overview of our efforts and further boost how we engage our customers
- The email support help us reach a large number of customer within a short period of time simplifying customer support workflow
- Attracting more leads and converting them to become potential customers
- It helps us lower the resolution time of customer tickets.
- Our customer support team can focus on real problems.
- Management of our knowledge base is centralized.
December 04, 2020
Oracle Service Cloud is Excellent for a Call Center
- A better understanding of customers' needs
- Phone call time reduction by providing the agents with the knowledge to help the customers
- An easy way to collect feedback and build reports
November 29, 2020
A world-class customer engagement platform for all organizations.
- Enables us automate customer engagement campaigns across various channels and help us track them leading to increased customer base and productivity.
- We have expanded our customer engagement service and this has brought convenience to our customers and further simplified our customer support delivery.
- It has contributed to the increase in our customer numbers and subsequent growth in our revenue.
April 08, 2020
Moving from standard Oracle ERP to Oracle Service Cloud
Score 9 out of 10
Vetted Review
Verified User
- Tech mail has allowed us to save 70k per year by eliminating a 3rd party service for our email and chat needs.
- By using Oracle Service Cloud, we’ve been able to automate processes for department handoff by using category and product codes, eliminating incorrect handoffs and reducing turnaround time for agents.
October 07, 2019
Oracle Service Cloud
Score 7 out of 10
Vetted Review
Verified User
- Shortened time to market.
October 07, 2019
Powerful Tool for the Experienced!
- We were able to make HR-related decisions much quicker thanks to the integration with Oracle Human Capital Cloud.
- We experienced considerable increases in our process efficiency.
- How we communicate with our customers has been streamlined. We have been able to interact with greater quantities of customers than before.
September 10, 2019
Oracle provides an efficient and productive Cloud Service
- It allows us to improve communications with customers, being its best feature is its wide variety of tools to stay in touch with our customers.
- It facilitates collaboration and provides the possibility of integrating various platforms for more collaborative management.
- It provides productive growth due to the influence it generates with customers.
August 26, 2019
Could use some improvements
- Assists with the new e-commerce website and will act as our customer portal.
- Difficult to use and no real training available - just a bunch of slow and hard to understand videos on the Oracle site or Youtube which is a pain.
- Most employees find it hard to use or don't use it at all.
August 26, 2019
Oracle Service Cloud from Administrator's point of view
- I work more on the administration side of the product, and as such do not have the numbers to answer this question.
August 06, 2019
On cloud 9!
- We are able to standardize and optimize handling through buttons, workflows and standardtexts