Oracle Service Cloud

Oracle Service Cloud

Web, Social & Contact Center

4.5/5 (11 reviews)

Oracle Service Cloud Overview

Oracle RightNow products offered through the Oracle Service Cloud platform include: Oracle RightNow Web Experience, RightNow Social Experience, RightNow Contact Center Experience, RightNow Policy Automation, RightNow Engage.

Oracle RightNow Web Experience: This solution provides a self-service platform for your customers that is accessible through web, chat, mobile and email.

RightNow Social Experience: This product enable brands to manage all their social interactions and to offer support across social networking channels.

RightNow Contact Center Experience: This solution provides end-to-end management of the entire customer journey by unifying customer records, interaction history and knowledge.

RightNow Policy Automation: This service allows you to provide personalized customer service by setting custom policies for all the services you provide through self-service, call center and face-to-face channels.

RightNow Engage: This product offers marketing automation and analytics to enhance the customer experience in the moment. Deliver personalized, timely communications and get access to real-time actionable insights.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 5 others, Germany, India, Japan, Latin America, Middle-East and Africa

Supported Languages

English

Oracle Service Cloud Reviews

Overall rating
4.5/5
100% positive reviews
5
Excellent
6
Very good
0
Average
0
Poor
0
Terrible
Daniel O.

Smart, Quick and Simple Retail Solution.

Used Daily for 1+ year
Reviewed on 2019/05/24
Review Source: Capterra

Deeper look into our business. Great for tracking inventory, building customer profiles, and easy to use!

Pros

Oracle CX retail solutions has brought our company a much smarter, comprehensive, and cutting edge look into our business. Easy to explain to team members, great for looking into inventory, and automatic promotions on transactions are just a few of the perks of Oracle.

Cons

There are some occasions that there are some hiccups with starting up the software, but it usually is an easy fix.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Ramal D.

Billing and invoicing tool

Used Daily for 6-12 months
Reviewed on 2019/04/29
Review Source: Capterra

As a billing support specialist I was executing billing and invoicing related activities. Warranty, credit note, invoicing and billing were main responsibilities over Oracle cx.

Pros

The first impression was about functionality. At the the same time, complex processes like executing credit note can be maintain without getting stuck in all series. As well as graphics and decoration of the application are not boring and tiring.

Cons

Due to functionality and more process executing skill, it is very hard to understand for new employee. Need serious trainings.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Daniel P.

Oracle CX - Sales Cloud. Efficient product and easy to adapt.

Used Weekly for 1-5 months
Reviewed on 2018/03/23
Review Source: Capterra

Oracle CX - Sales Cloud. Manage a complete sales system, be it small, medium or large. The strength of Oracle CX-Sales Cloud is remarkable, since it has a pre-established configuration of the basic and intermediate aspects of the sales mechanism and the supply of services.

Pros

Oracle CX - Sales Cloud is a product that provides a great facility to establish a complete program of sales and CRM. Adapted to any company dedicated to the supply of services and sales, provides technical support to the efficient and quality user.
At the interface level, it provides a complete visualization of the components with a nice and intuitive design. Its cost is high, since it is a product of Oracle and for this and other reasons its cost is high, but it can still be acquired without a greater risk of loss of investment.

Cons

Oracle CX - Sales Cloud offers few options to modify; In turn, it does not allow access to more advanced configuration functions. It allows you to choose visual themes, the limit is that you can only choose the available ones. The internal CRM of Oracle CX - Sales Cloud does not allow managing a volume of detailed information, it simply provides tools for a segmented and generalized administration.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10

Good tool for the administration of clients with potential sales.

Used Daily for 6-12 months
Reviewed on 2018/06/12
Review Source: Capterra

Simple administration on the functional safety of users, easy creation of reports, and workspaces that allow agents to view incidents of reported cases.

Pros

Good ease of use at the console level, the creation of profiles and administration of user accounts is one of the main benefits of this oracle tool

Cons

This tool has little documentation in the market, in addition to functionalities that in other softwares turn out to be easier to perform, such as its syntax in its native code.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Samuel R.

Could not be happier with Oracle CX

Used Daily for 1+ year
Reviewed on 2019/03/19
Review Source: Capterra

Very positive, have loved every minute of working on Oracle CX.

Pros

Amazing powerful tool that makes CX and CRM management so simple and easy to use in any company of any size.

Cons

Daunting interface when you first launch Oracle, but you quickly overcome this.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Oracle Service Cloud Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Call Oracle Sales for a quote.

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

Oracle Service Cloud Features

  • API
  • Customizable Reporting
  • Email Integration
  • Social Media Integration

  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Contact Database
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Mobile Integration
  • Reporting & Statistics
  • Third Party Integration

Additional information for Oracle Service Cloud

Key features of Oracle Service Cloud

  • Actionable insight reports
  • Add-ins and custom code compatible
  • Case management & 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 & dahsboards
  • DIACAP, NIST, HIPAA, FISMA compliant
  • Email support, live chat & virtual assistants
  • Facebook experience builder
  • Knowledgebase creation and management
  • Multi-channel social brand monitoring
  • Multiple customer self-service tools
  • Offer personlaized, tailored services/advice
  • Open API
  • PCI Certified Cloud, Government Cloud for DoD
  • Service Level and Change Management
  • Unified multi-channel support

Benefits

  • Oracle Service Cloud's cross-channel contact centre service and web customer service includes case management, guided resolution, email support, live chat and virtual assistants.

  • With Oracle Social Experience you can monitor mentions and interactions across Twitter, YouTube, RSS-enabled sites, Facebook fan pages, and your own website.

  • Enable self-service by building a knowledge-base that is comprised of content and resources from both agents and customers. Includes content authoring and semantic search.

  • Deliver automated and targeted campaigns across multiple channels. Build personalized and large volume campaigns, Get full visibility into campaign performance and customer engagement.

  • Listen, track and react to feedback from web, social and contact center channels. Gather feedback from across departments into one solution. Route survey results automatically the right individuals and departments and identify and prioritize unhappy customers.

  • Use Oracle RighNow Analytics Cloud Service to build custom reports and dashboard, or utilize the pre-built reports and library of charts and customizable charting options. Create role-based reports with the drag-and-drop graphical report design tool. Get insight into individual customer behavior across all channels.

  • Oracle Service Cloud FAQs

    Below are some frequently asked questions for Oracle Service Cloud.

    Q. What type of pricing plans does Oracle Service Cloud offer?

    Oracle Service Cloud offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Available

    Call Oracle Sales for a quote.

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

    Q. What are the main features of Oracle Service Cloud?

    Oracle Service Cloud offers the following features:

    • Actionable insight reports
    • Add-ins and custom code compatible
    • Case management & 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 & dahsboards
    • DIACAP, NIST, HIPAA, FISMA compliant
    • Email support, live chat & virtual assistants
    • Facebook experience builder
    • Knowledgebase creation and management
    • Multi-channel social brand monitoring
    • Multiple customer self-service tools
    • Offer personlaized, tailored services/advice
    • Open API
    • PCI Certified Cloud, Government Cloud for DoD
    • Service Level and Change Management
    • Unified multi-channel support

    Q. Who are the typical users of Oracle Service Cloud?

    Oracle Service Cloud has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does Oracle Service Cloud support?

    Oracle Service Cloud supports the following languages:

    English

    Q. What type of pricing plans does Oracle Service Cloud offer?

    Oracle Service Cloud has the following pricing plans:

    Subscription

    Q. Does Oracle Service Cloud support mobile devices?

    Oracle Service Cloud supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Oracle Service Cloud integrate with?

    Oracle Service Cloud integrates with the following applications:

    Anypoint Platform, Cloud Elements, CloudHub, Esker, Five9, Genesys, Oracle Eloqua, Paradiso LMS, Yonyx, iCIMS Recruit

    Q. What level of support does Oracle Service Cloud offer?

    Oracle Service Cloud offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials