Oracle Service Cloud Pricing, Features, Reviews & Comparison of Alternatives

Oracle Service Cloud

Web, Social & Contact Center

4.4/5 (10 reviews)

Oracle Service Cloud overview

What is Oracle Service Cloud?

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

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, China and 7 other markets, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom

Supported languages

English
Oracle Service Cloud screenshot: Oracle RightNow Web ExperienceOracle Service and Support Cloud Mobile HighlightsOracle Service Cloud screenshot: Oracle Contact Center ExperienceOracle Service Cloud screenshot: Oracle RightNow Social Monitor Cloud Service for supportOracle Service Cloud screenshot: Oracle RightNow Social Monitor Cloud ServiceOracle Service Cloud screenshot: Oracle RightNow Analytics Cloud Service - Campiagn Score CardOracle Service Cloud screenshot: Oracle RightNow Analytics Cloud ServiceOracle Service Cloud screenshot: Oracle RightNow Outreach Cloud ServiceOracle Service Cloud screenshot: Oracle RightNow Knowledge Cloud Service for FacebookOracle Service Cloud screenshot: Oracle RightNow Knowledge Cloud Service - Cloud Monitor for FacebookOracle Service Cloud screenshot: Oracle RightNow Engage Customer Feedback toolOracle Service Cloud screenshot: Oracle RightNow Social Monitor Cloud ServiceOracle Service Cloud screenshot: Oracle RightNow Web Experience for mobileOracle Cloud Customer Service and Support: Great Experiences

Oracle Service Cloud reviews

Excellent
4

Very good
6

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.2
  4.6
  4.2
  4.0
Samuel Reason

Could not be happier with Oracle CX

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 10/10

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Daniel Osmonovich

Smart, Quick and Simple Retail Solution.

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 9/10

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Daniel Pacheco

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

Used weekly for less than 6 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 7/10

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Anonymous

Good tool for the administration of clients with potential sales.

Used daily for 6-12 months
Reviewed 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
Features
Customer support

Likelihood to recommend: 7/10

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Perry Grosser

Lots it can do

Used weekly for 6-12 months
Reviewed 2018-12-21
Review Source: Capterra

Pros
Oracle CX is a great product for interacting with our customers, giving them a good face of our company. It has lots of reports and lots of powerful tools to use. It helps up deploy our new software to everyone seamlessly, and provides a good customer interface

Cons
It is really complex to use, customer support is pretty hard to understand and follow directions. They need better hand holding and better answers to the issues that my staff brings up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Oracle Service Cloud pricing

Pricing options
Free trial
Subscription
View Pricing Plans

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 (252 other apps)
Activity Tracking (179 other apps)
Automatic Notifications (220 other apps)
CRM Integration (144 other apps)
Calendar Management (194 other apps)
Custom Fields (157 other apps)
Customer Database (174 other apps)
Customizable Branding (226 other apps)
Customizable Templates (194 other apps)
Data Import/Export (200 other apps)
Electronic Payments (152 other apps)
Real Time Data (145 other apps)
Reminders (199 other apps)
Reporting & Statistics (272 other apps)
Surveys & Feedback (164 other apps)
Third Party Integration (247 other apps)

Videos and tutorials

Additional information for Oracle Service Cloud

Key features of Oracle Service Cloud

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