Oracle

Oracle Service

Composite Score

8.0 /10

CX Score

8.2 /10

54 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

Latest Award, 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.

84 Likeliness to Recommend

1
Since last award

93 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

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.

+87 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?

9% Negative

7% Neutral

84% Positive

Pros

Friendly Negotiation
Unique Features
Performance Enhancing
Helps Innovate

Feature Ratings

Average 84

Customer Service Knowledge Management

Analytics and Reporting

Customer Self Service Capabilities

Multi Channel Support

Mobile Customer Care

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Agent Collaboration

Agent Scripting

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Breadth of Features

Vendor Support

Usability and Intuitiveness

Availability and Quality of Training

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Ease of Data Integration

Ease of Customization

Oracle Service Reviews

Aryan S.

Role: Industry Specific Role
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Excellent product

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

Oracle CX Service is one of the most successful platform I have used in our company for offering quick services to our customers.

What is your favorite aspect of this product?

It offers wide variety of features for supporting customers. Our customers have the right channels to air their views on our products and services and can easily get quick and quality services.

What do you dislike most about this product?

I have not experienced any negative performance results from this product since we deployed it.

What recommendations would you give to someone considering this product?

For effective customer service and excellent collaboration I totally recommend Oracle CX Service platform.

Pros

Efficient Service
Effective Service
Fair
Altruistic

Will L.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2021

Effective customer relationship management

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

Oracle CX Service provides a set of tools that maximize the opportunity to increase sales, build trust, and improve customer relationships. It enables effective collaboration, offers improved navigation, and the automation policy helps service teams better understand the customer journey. It reduces costs, efforts and allows to develop better customer service.

What is your favorite aspect of this product?

Oracle CX Service offers a wide variety of service channels on the devices of your choice. Noting a better performance in the web customer service, multichannel contact center, Knowledge Management and the Cloud service platform. It allows to effectively identify the needs of the clients, to respond in a timely and adequate manner with the effectiveness of its tools that provide best practices, characteristics and functionalities to optimize the experience of our clients.

What do you dislike most about this product?

Implementation costs are high and reporting is sometimes cumbersome.

What recommendations would you give to someone considering this product?

This is a robust platform, with features that allow you to effectively manage customer relationships, it has a small learning curve and its user interface is very pleasant. I recommend it.

Pros

Reliable
Enables Productivity
Trustworthy
Effective Service

Peter W.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2021

Flexible customer service support

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

The Oracle CX service was selected for implementation by our company because it enables the organization to have a broader understanding of the customer journey. It helps to achieve the objectives set by the company and provides the tools for agents to better understand the needs of the client and to solve their problems quickly. This customer service solution combines multichannel service in the cloud for a better customer experience.

What is your favorite aspect of this product?

It is an easy-to-use and fully scalable platform. Promote savings in operations, raise quality and efficiency in customer service. It allows you to minimize downtime and reduces the use of unnecessary resources. It offers useful visitor browsing history and effective social activity tracking. Provides skills-based mapping, which allows determining customer qualities. Allows you to focus on customer needs, personalizing the service.

What do you dislike most about this product?

You need a help base to manage its wide variety of functionalities.

What recommendations would you give to someone considering this product?

This platform has positive features that make it easy to choose, it is very easy to use, it has excellent customer service. The design is simple and straightforward. In addition, the communication channels work very effectively. I recommend it.

Pros

Helps Innovate
Reliable
Performance Enhancing
Efficient Service

Oracle Service

What is Oracle Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2023 Data Quadrant Gold Medalist

Oracle Service Ratings

84 Likeliness to Recommend

1 Since last award

93 Plan to Renew

85 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Oracle Service?

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.

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

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

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

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

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).

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

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 among service professionals (e.g. team-based customer service).

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.

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.

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.

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.

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.

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.

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

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

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

Aryan S.

Excellent product

Likeliness to Recommend

Pros

Will L.

Effective customer relationship management

Likeliness to Recommend

Pros

Peter W.

Flexible customer service support

Likeliness to Recommend

Pros

1
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Analytics and Reporting

Customer Self Service Capabilities

Multi Channel Support

Mobile Customer Care

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Agent Collaboration

Agent Scripting

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Breadth of Features

Vendor Support

Usability and Intuitiveness

Availability and Quality of Training

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Ease of Data Integration

Ease of Customization