Oracle

Oracle Service

Composite Score

8.0 /10

CX Score

8.2 /10

57 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

94 Plan to Renew

1
Since last award

84 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.

+88 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?

8% Negative

6% Neutral

86% Positive

Pros

Unique Features
Continually Improving Product
Performance Enhancing
Acts with Integrity

Feature Ratings

Average 84

Customer Service Knowledge Management

Multi Channel Support

Analytics and Reporting

Customer Self Service Capabilities

Mobile Customer Care

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Agent Scripting

Agent Collaboration

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Vendor Support

Usability and Intuitiveness

Breadth of Features

Business Value Created

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Data Integration

Ease of IT Administration

Ease of Customization

Oracle Service Reviews

Jessica I.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Robust and complete customer experience platform

Likeliness to Recommend

10 /10

What differentiates Oracle Service from other similar products?

Simplified interface for support agents, which is designed to reduce onboarding time, providing holistic views of customer accounts and handles large volumes of complex customer issues

What is your favorite aspect of this product?

Unifies the view of customer profile and it ensures that authorized individuals are able to read, update or delete information only as appropriate to their business role

What do you dislike most about this product?

Certain key functions are browser-specific and it lacks a healthy ecosystem of integrated third-party plugin solutions

What recommendations would you give to someone considering this product?

Organizations can benefit from the use of Oracle CX Service and potentially improve perfromance in sales, marketing and customer service

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sheina G.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

Easy to use, fantastic product!

Likeliness to Recommend

10 /10

What differentiates Oracle Service from other similar products?

Oracle has an excellent customer relationship management tool. Aside form this is very easy to use unlike other software this product is very good in taking care of its customers. I've been using this for my sales forecast too and this product is very good in planning. This has a balance of customer and the management itself. This PAas service deserves to have a 5 star for everything in its performance.

What is your favorite aspect of this product?

My favorite aspect of this product is the effortless customer experience. As a customer, I have no complaint with this one.

What do you dislike most about this product?

Maybe the price. It is a bit pricey. That's all.

What recommendations would you give to someone considering this product?

If you're having difficulty using other software or product in marketing and sales or sales forecasting, I highly recommend this tool. You won't have any more trouble in planning and forecasting your sales. This is also easy to use and very customer friendly. The customer service is great!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Oct 2021

Versatile and robust customer service

Likeliness to Recommend

8 /10

Pros

Reliable
Enables Productivity
Trustworthy
Inspires Innovation

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

94 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+88 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.

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.

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).

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

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

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.

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.

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.

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.

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.

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

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

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

Jessica I.

Robust and complete customer experience platform

Likeliness to Recommend

Pros

Sheina G.

Easy to use, fantastic product!

Likeliness to Recommend

Pros

Versatile and robust customer service

Likeliness to Recommend

Pros

2
Since last award

1
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Multi Channel Support

Analytics and Reporting

Customer Self Service Capabilities

Mobile Customer Care

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Agent Scripting

Agent Collaboration

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Vendor Support

Usability and Intuitiveness

Breadth of Features

Business Value Created

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Data Integration

Ease of IT Administration

Ease of Customization