Oracle

Oracle Service

Composite Score

8.0 /10

CX Score

8.2 /10

62 Reviews Write a Review

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What is Oracle Service?

Personalize your service engagements across any channel. Oracle CX Service delivers connected experiences to both consumers and businesses with knowledge-driven interactions and automation. Deliver efficient service outcomes at scale when and where customers engage. Oracle Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case.

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Awards & Recognition

Oracle Service won the following awards in the Customer Service - Enterprise category

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11 Top Rated Capabilities

10 Top Rated Features

2024

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

9 Top Rated Features

2023

4 Top Rated Capabilities

7 Top Rated Features

2022

Oracle Service Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Oracle Service.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

2
Since last award

91 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

4
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 92%
Negotiation and Contract:: 90%
Conflict Resolution:: 90%
Strategy & Innovation:: 84%
Service Experience:: 90%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Oracle Service?

10% Negative

6% Neutral

84% Positive

Pros

Unique Features
Performance Enhancing
Effective Service
Acts with Integrity

Feature Ratings

Average 83

Customer Service Knowledge Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Analytics and Reporting

Contact Center Integration

Customer Service Workflow Management

Intelligent Search

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Average 80

Ease of Implementation

Vendor Support

Quality of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Data Integration

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Oracle Service Reviews

Ricardo M.

Role: Sales Marketing
Industry: Media
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2025

Effective but updates could come quicker

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

Advanced analytics, and seamless integration with Oracle Cloud applications,

What is your favorite aspect of this product?

Customer support efficiency.

What do you dislike most about this product?

Complex setup, high costs, and steep learning curve.

What recommendations would you give to someone considering this product?

Ensure it fits the budget, invest in training, and leverage Oracle's integrations for maximum value.

Pros

Helps Innovate
Trustworthy
Caring
Respectful

Jatin J.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2024

Fantastic product!

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

It stands out with AI-driven automation, seamless integration, and analytics for personalized customer service.

What is your favorite aspect of this product?

AI-driven automation streamlines customer service and enhances efficiency for the organisation

What do you dislike most about this product?

nothing as such

What recommendations would you give to someone considering this product?

Leverage its AI capabilities and ensure compatibility with your organisation's systems for optimal customer service integration.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Mamta M.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2024

Great product and easy to use

Likeliness to Recommend

4 /10

What differentiates Oracle Service from other similar products?

Quick implementation

What is your favorite aspect of this product?

Features.

What do you dislike most about this product?

Time consuming

What recommendations would you give to someone considering this product?

Yes will recommend

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Oracle Service

What is Oracle Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2023 Data Quadrant Gold Medalist

Oracle Service Ratings

82 Likeliness to Recommend

2 Since last award

91 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

4 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love Oracle Service?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Community Management Creation and management of branded and focussed user communities.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Oracle Service Reviews

Ricardo M.

Effective but updates could come quicker

Likeliness to Recommend

Pros

Jatin J.

Fantastic product!

Likeliness to Recommend

Pros

Mamta M.

Great product and easy to use

Likeliness to Recommend

Pros

Most Popular Oracle Service Comparisons

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Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Analytics and Reporting

Contact Center Integration

Customer Service Workflow Management

Intelligent Search

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Ease of Implementation

Vendor Support

Quality of Features

Product Strategy and Rate of Improvement

Business Value Created

Ease of Data Integration

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Ease of Customization