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 (1-4 of 4)

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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
Review Source

Usability

8
The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.
Read Mig Ponce's full review

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