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Oracle Service

Oracle Service
Formerly Oracle Service Cloud / Oracle Fusion Service

Overview

What is Oracle Service?

Oracle Service 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…

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Learn from top reviewers

OFSC - experience

Rating: 5 out of 10
September 9, 2023
IncentivizedVetted ReviewVerified User
It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time tracking and parts ordering
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Verified user
Director
Oracle Service5 years of experience

Hybrid Oracle Blend

Rating: 10 out of 10
May 11, 2022
IncentivizedVetted ReviewVerified User
Oracle Service is being used to compilate trends for a long period of time. Then those trends are analyzed to better understand the services delivered. After that, you compare...
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Adolfo Aguilar Sánchez
Team Lead - Information Technology
System Operations & Management Lead
Kyndryl
Oracle Service8 years of experience

Great solution for Finance team to manage their day-to-day operations

Rating: 8 out of 10
April 9, 2022
IncentivizedVetted ReviewVerified User
Oracle cloud platform is used to manage our finances team's data and invoicing. It has created freedom of accessing and also storing information securely over the cloud. Their...
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Kay Gosling
Employee - Information Technology
Systems Administrator
CCS
Oracle Service2 years of experience

Why Oracle has to innovate

Rating: 8 out of 10
December 28, 2021
IncentivizedVetted ReviewVerified User
We were using Oracle Cloud implementing E-Business Suite ERP and a lot of customizations. There is a lot of functionalities that were not covered for this ERP and we develop s...
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Jorge Acevedo
Manager - Customer Service
Consultant & Trainer contractor
Stion Corporation
Oracle Service10 years of experience

Oracle Service Cloud Easy of Use!

Rating: 10 out of 10
December 6, 2021
Vetted ReviewVerified User
We used [it] in some [departments] and for our vendors.
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Brian Tesfazghi
Administrator - Information Technology
IT
Tesfa
Oracle Service3 years of experience
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Pricing

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Oracle Service

Oracle Service

N/A
Unavailable

What is Oracle Service?

Oracle Service 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

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7 people also want pricing

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LiveAgent

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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. It offers customer segmentation, automation, built-in CRM, and an…

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Product Demos

RightNow CTI Integration Demo

YouTube

Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.5
Avg 7.8

Self Help Community

Features that allow customers to self-service for support issues.

7.3
Avg 7.6

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.

7.2
Avg 7.6
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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 Competitors

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 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 Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Service.

Reviewers rate Ticket creation and submission highest, with a score of 9.

The most common users of Oracle Service are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

View all reviews
(1-5 of 89)

OFSC - experience

Rating: 5 out of 10
Incentivized
September 09, 2023
Verified User
Director in Information Technology
Information Technology and Services Company, 10,001+ employees
Vetted Review
Verified User
Oracle Service
5 years of experience
Pros
  • Call Scheduling
  • Route optimization
  • Good user interface
Cons
  • OFSC apps needs improvements
  • Difficult to do customization for organization need
  • Too many frequent changes

Great solution for Finance team to manage their day-to-day operations

Rating: 8 out of 10
Incentivized
April 09, 2022
KG
Kay Gosling
Systems Administrator
CCS (Non-profit Organization Management, 201-500 employees)
Vetted Review
Verified User
Oracle Service
2 years of experience
Pros
  • Can easily add or remove resources as needed.
  • Allows database utilization
  • Integration with other Oracle product solutions is straightforward and efficient
Cons
  • Difficulty using the search features in SuiteAnswers, its a maze can't pinpoint the correct solution for specific questions.
  • The need for more tutorials on how to use Oracle cloud platform.
  • The dashboards should be easier to understand and manage.

Oracle Service Cloud Easy of Use!

Rating: 10 out of 10
December 06, 2021
Pros
  • The Oracle Service Cloud can be expanded quickly to scale with the demands, PCI, and HIPPA compliance.
  • US/ non US clouds
  • Easy with full resources in different channels.
  • Security and clarity.
Cons
  • Data Management could be improved.
  • SaaS delivery model to government agencies for USA/non-USA certification and [ownerships].
  • Privacy needs key for all cloud services across USA and worldwide.

Hybrid Oracle Blend

Rating: 10 out of 10
Incentivized
May 11, 2022
AA
Adolfo Aguilar Sánchez
System Operations & Management Lead
Kyndryl (Information Technology & Services, 10,001+ employees)
Vetted Review
Verified User
Oracle Service
8 years of experience
View profile
Pros
  • Incorporate
  • Founding
  • Accessibility
  • Controlling
  • Monitoring
  • Expanding
Cons
  • Refine algorithm
  • Unnecessary data
  • Trivial expectations

Why Oracle has to innovate

Rating: 8 out of 10
Incentivized
December 28, 2021
JA
Jorge Acevedo
Consultant & Trainer contractor
Stion Corporation (Oil & Energy, 51-200 employees)
Vetted Review
Verified User
Oracle Service
10 years of experience
View profile
Pros
  • Backup were on time always.
  • Deployments were on time.
  • Meeting were organized every time we need them.
  • Escalation really works.
Cons
  • Prices are changing every year with no notice for customers.
  • Cloning and Refresh of environments are very limited compared with competitors.
  • Support is very limited and not flexible as they should be.
  • Support is given outside and communication is very difficult some times.
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