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...
Read more

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 …
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
  • 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

View all pros & cons

Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of Oracle Service, and make your voice heard!

Return to navigation

Pricing

View all pricing
N/A
Unavailable

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

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

5 people want pricing too

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…

Return to navigation

Product Demos

Oracle CX for Service
01:16
Return to navigation

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.

8Avg 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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews

(1-25 of 87)
Companies can't remove reviews or game the system. Here's why
April 04, 2022

Rocking

Score 6 out of 10
Vetted Review
Verified User
  • Self service experience
  • Increased 30 percent customer experience using out of box functions and had to use 70 percent customizations
Praneeth Kuppa | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • 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.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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
Chris Edwards | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • 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.
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.
Score 7 out of 10
Vetted Review
Verified User
  • 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.
John Petit | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • 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.
Score 4 out of 10
Vetted Review
Verified User
  • 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.
Return to navigation