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Oracle Service Cloud Review

Oracle Service Cloud
Our score: 7.8 User satisfaction: 100%

What is Oracle Service Cloud?

Oracle Service Cloud is an enterprise-grade software solution that combines the power of contact center applications and customer service systems in one convenient platform. It offers a comprehensive set of tools that facilitate social, web, and contact center customer services in a single hub so that users no longer need to invest in multiple applications to manage their support efforts.

After acquiring RightNow Technologies in 2011, Oracle now provides their products through this platform. Among the applications you may choose from are Oracle RightNow Web Experience, RightNow Social Experience, RightNow Contact Center Experience, RightNow Policy Automation, and RightNow Engage. These systems offer specialized customer service functions that deal with self-service technical support, social network support, end-to-end customer management, and marketing analytics so that you can supercharge the way you handle your customer support operations as effortlessly as possible.

With this program at your disposal, you can have access to best-in-class features for web customer service, cross-channel contact center management, knowledge management, policy automation, and field service management. These allow you to do everything ranging from engaging customers and mobilizing agents to boosting office collaboration and improving overall customer experience. You may also use this platform to automate a number of repetitive back-office tasks so that you can address the concerns of your customers faster and deliver quality support through the preferred channels of your clients.

Overview of Oracle Service Cloud Benefits

Oracle Service Cloud’s cross-channel web customer service and contact center service include virtual assistants, live chats, email support, guided resolution, and case management.

It offers a social tool that lets you helps you keep tabs on interactions within your website and social media accounts including Facebook, YouTube, and Twitter.

Moreover, you can provide customers with self-service options so they can help themselves to the information that they need. These options include knowledge bases where you can post resources and content from both customers and agents.

Using Oracle Service Cloud, you can also automate campaigns on different communication channels. With this, you can get a bird’s eye view of your efforts and further boost customer engagement. To take your customer service operations up a notch, you may also use the analytics module of this platform to get reports on your data. This way, it is easy to pinpoint how you can improve your processes and what strategies will work to further satisfy your customers.

Overview of Oracle Service Cloud Features

  • Actionable insight reports
  • Add-ins and custom code compatible
  • Case management and guided resolution
  • Complete customer profiles
  • Compliance management
  • Cross-channel customer interaction history
  • Custom policy automation tool
  • Customer intent + content matching
  • Customizable and pre-built reports and dashboards
  • DIACAP, NIST, HIPAA, FISMA compliant
  • Email support, live chat, and virtual assistants
  • Facebook experience builder
  • Knowledgebase creation and management
  • Multi-channel social brand monitoring
  • Multiple customer self-service tools
  • Offer personalized, tailored services/advice
  • Open API
  • PCI Certified Cloud, Government Cloud for DoD
  • Service Level and Change Management
  • Unified multi-channel support

Oracle Service Cloud Position In Our Categories

Since businesses have distinctive business needs, it is reasonable they avoid deciding on an all-in-one, “perfect” solution. However, it would be almost impossible to try to stumble on such a software solution even among well-known software solutions. The logical step to undertake is to write the numerous main factors which merit inspection like critical features, price terms, skill capability of staff members, business size, etc. The second step is, you should conduct the research through and through. Read some of these Oracle Service Cloud evaluations and explore each of the software systems in your list in detail. Such well-rounded product research makes sure you weed out unsuitable applications and choose the system which includes all the aspects you require business requires for optimal results.

Position of Oracle Service Cloud in our main categories:

TOP 200

Oracle Service Cloud is one of the top 200 Customer Support Software products

If you are considering Oracle Service Cloud it may also be a good idea to examine other subcategories of Customer Support Software gathered in our database of SaaS software reviews.

Each enterprise has its own characteristics, and can call for a specific Customer Support Software solution that will be adjusted to their business size, type of clients and staff and even individual industry they cater to. You should not count on finding an ideal services that is going to be suitable for every business no matter what their background is. It may be a good idea to read a few Oracle Service Cloud Customer Support Software reviews first and even then you should pay attention to what the software is supposed to do for your company and your employees. Do you require an easy and intuitive service with only essential functions? Will you really make use of the advanced functionalities required by pros and large enterprises? Are there any specific features that are especially beneficial for the industry you work in? If you ask yourself these questions it will be much easier to get a trustworthy app that will match your budget.

How Much Does Oracle Service Cloud Cost?

Oracle Service Cloud Pricing Plans:

Free Trial

Standalone Chat D.A.D.

From $90/seat

Standard D..A.D.

From $110/seat

Enterprise D.A.D.

From $140/seat

Enterprise Contact Center D.A.D.

From $250/seat

Call Oracle Sales for a quote.

Pricing Features

  • Annual cancellation option
  • Fixed price multi-year contract
  • Flex up/down licensing / usage
  • Flexible upgrade schedules
  • Money back guaranteed SLAs

Oracle Service Cloud offers the following pricing packages:

Standalone Chat Dynamic Agent Desktop

  • From $90/seat
  • Analytics
  • App Builder Experience Designer
  • Chat
  • Chat Incident (Case) and Service Contract Management
  • Cloud Platform
  • Core Solution Components
  • Feedback Cloud Service – Chat Surveys
  • Knowledge

Standard Dynamic Agent Desktop

  • From $110/seat
  • Analytics
  • App Builder Experience Designer
  • Core Solution Components
  • Dynamic Agent Desktop including: contextual workspaces, opportunity tracking, and mobile agent app
  • Email Management Cloud Service
  • Enhanced Cloud Platform
  • Knowledge
  • Multi-channel Incident (Case) and Service Contract Management

Enterprise Dynamic Agent Desktop

  • From $140/seat
  • Standard Edition
  • Dynamic Agent Desktop including guided assistance
  • Enhanced Cloud Platform
  • Feedback
  • Outreach
  • Social Monitor

Enterprise Contact Center Dynamic Agent Desktop

  • From $250/seat
  • Enterprise Edition
  • Chat
  • Dynamic Agent Desktop including agent scripting and desktop workflow
  • Enhanced Cloud Platform
  • Product Registration

User Satisfaction

Positive Social Media Mentions 247
Negative Social Media Mentions 0

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Oracle Service Cloud reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Oracle Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Oracle Service Cloud Comparisons

Oracle Service Cloud user reviews

Powerful Service Suite and extremely customisable

Read full review >
Gursimran Singh Saini
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 02.03.2020 Company Size: More than 100 Employees Industry: Banking

What are Oracle Service Cloud pricing details?

Oracle Service Cloud Pricing Plans:

Free Trial

Standalone Chat D.A.D.

From $90/seat

Standard D..A.D.

From $110/seat

Enterprise D.A.D.

From $140/seat

Enterprise Contact Center D.A.D.

From $250/seat

Call Oracle Sales for a quote.

Pricing Features

  • Annual cancellation option
  • Fixed price multi-year contract
  • Flex up/down licensing / usage
  • Flexible upgrade schedules
  • Money back guaranteed SLAs

Oracle Service Cloud offers the following pricing packages:

Standalone Chat Dynamic Agent Desktop

  • From $90/seat
  • Analytics
  • App Builder Experience Designer
  • Chat
  • Chat Incident (Case) and Service Contract Management
  • Cloud Platform
  • Core Solution Components
  • Feedback Cloud Service – Chat Surveys
  • Knowledge

Standard Dynamic Agent Desktop

  • From $110/seat
  • Analytics
  • App Builder Experience Designer
  • Core Solution Components
  • Dynamic Agent Desktop including: contextual workspaces, opportunity tracking, and mobile agent app
  • Email Management Cloud Service
  • Enhanced Cloud Platform
  • Knowledge
  • Multi-channel Incident (Case) and Service Contract Management

Enterprise Dynamic Agent Desktop

  • From $140/seat
  • Standard Edition
  • Dynamic Agent Desktop including guided assistance
  • Enhanced Cloud Platform
  • Feedback
  • Outreach
  • Social Monitor

Enterprise Contact Center Dynamic Agent Desktop

  • From $250/seat
  • Enterprise Edition
  • Chat
  • Dynamic Agent Desktop including agent scripting and desktop workflow
  • Enhanced Cloud Platform
  • Product Registration

What integrations are available for Oracle Service Cloud?

Oracle Service Cloud offers open standard-based APIs to enable integration to your other systems.

Oracle Service Cloud average rating:

Average score
5/5 (1 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Gursimran Singh Saini

PROS: - Regular and useful upgrades - Extremely customisable - Incident Management is very powerful - Multiple Channels are supported along with support for integrations - Out of the box Connectors for Oracle Cloud applications

CONS: - Synchronising changes across multiple Interfaces is a bit tedious - Agent BUI still hasn't matured enough. Though it receives updates very frequently and most gaps are being closed.

Reviewed 4 months ago

Read full review >

The least favorable review

Gursimran Singh Saini

PROS: - Regular and useful upgrades - Extremely customisable - Incident Management is very powerful - Multiple Channels are supported along with support for integrations - Out of the box Connectors for Oracle Cloud applications

CONS: - Synchronising changes across multiple Interfaces is a bit tedious - Agent BUI still hasn't matured enough. Though it receives updates very frequently and most gaps are being closed.

Reviewed 4 months ago

Read full review >

More reviews from 1 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Powerful Service Suite and extremely customisable

Read full review >
Gursimran Singh Saini
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 02.03.2020 Company Size: More than 100 Employees Industry: Banking

PROS: - Regular and useful upgrades - Extremely customisable - Incident Management is very powerful - Multiple Channels are supported along with support for integrations - Out of the box Connectors for Oracle Cloud applications

CONS: - Synchronising changes across multiple Interfaces is a bit tedious - Agent BUI still hasn't matured enough. Though it receives updates very frequently and most gaps are being closed.

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Reviewed By Nestor Gilbert
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