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…
5 years of experience8 years of experience7 years of experience10 years of experience1 year of experience1 year of experience1 year of experience8 years of experience4 years of experience1 year of experience5 years of experience2 years of experience
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
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.
7 people also want pricing
Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…
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.
| 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 |
Scalability: Users have found that the Oracle Service Cloud allows for easy scalability by enabling quick adjustments to resources as needed, ensuring efficient adaptation to changing demands. This flexibility in scaling up or down has been particularly beneficial for users facing fluctuating workloads.
Customization Options: Reviewers have highlighted the platform's extensive customization features, which enable users to configure both the agent desktop and client portal according to their specific needs, enhancing flexibility and tailoring the user experience.
Powerful Reporting Feature: Customers have praised the Oracle Service Cloud for its robust reporting functionality, allowing for detailed analysis and customization of reports to generate valuable insights for business operations. The ability to create customized reports tailored to individual business requirements has been particularly appreciated by users seeking actionable data insights.
Difficulty in Search Features: Users have found the search features in SuiteAnswers to be confusing and challenging to locate specific solutions for their queries. The complexity of the search process has been a significant hurdle for users trying to find relevant information efficiently.
Limited Support and Communication: Several users have expressed dissatisfaction with the limited support provided, mentioning inflexibility and difficulties in communication with the support team. The lack of responsive and helpful support services has hindered users' ability to resolve issues promptly.
Lack of Modern Look and Feel: Users feel that the tool lacks a modern interface design, especially at the console level, and lacks certain modern functionalities like forecasting. This outdated appearance not only affects user experience but also hampers productivity by missing key features expected in contemporary software platforms.
