Oracle

Oracle Service

Composite Score

8.0 /10

CX Score

8.3 /10

60 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.

83 Likeliness to Recommend

1
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.

+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?

7% Negative

6% Neutral

87% Positive

Pros

Unique Features
Helps Innovate
Continually Improving Product
Performance Enhancing

Feature Ratings

Average 84

Customer Service Knowledge Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Analytics and Reporting

Customer Service Workflow Management

Contact Center Integration

Intelligent Search

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Average 81

Quality of Features

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Vendor Support

Ease of Data Integration

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Oracle Service Reviews

Tushar M.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Powerful CX Platform

Likeliness to Recommend

10 /10

What differentiates Oracle Service from other similar products?

Robust reporting, industry-specific solutions, scalability, AI and ML capabilities, extensive customer care tools, easy interaction with Oracle Cloud CX, and worldwide support are some of the ways that Oracle care sets itself apart. It provides a comprehensive method of managing the customer experience, giving businesses access to data-driven insights and effective, customized interactions.

What is your favorite aspect of this product?

one thing that stands out is Oracle Service’s cutting-edge artificial intelligence and machine learning (AI/ML) capabilities, which allow for automation and predictive analytics, as well as personalized customer experiences that improve productivity and customer satisfaction.

What do you dislike most about this product?

some users might find the initial implementation complexity or the need for specialized training challenging, and the cost of licensing and ongoing support could be perceived as a drawback for some organizations.

What recommendations would you give to someone considering this product?

Before adopting Oracle Service, assess needs, compare alternatives, understand implementation process and costs, invest in team training, start with pilot project, utilize support resources, and monitor performance continuously.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rackel S.

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

Validated Review

Verified Reviewer

Submitted Feb 2024

An Amazing Product - Very Helpful

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

The product is self-service enabled and has multi channel support capabilities. It has the ability to build up accurate customer surveys.

What is your favorite aspect of this product?

The platform provides a mobile customer community platform. Excellent analytics and reporting tools. Availability of intelligent search services. Personalised customer support services. Ease of use and pocket friendliness.

What do you dislike most about this product?

With this product, it has been flawless and no major challenges.

What recommendations would you give to someone considering this product?

The product has increased our customer satisfaction through the use of insights and customer journey view. I recommend this Product to small businesses owners and medium enterprises. It is a game changer.

Pros

Helps Innovate
Performance Enhancing
Trustworthy
Unique Features

Danil K.

Role: Student Academic
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Absolutely fantastic features

Likeliness to Recommend

6 /10

What differentiates Oracle Service from other similar products?

Most certainly the features

What is your favorite aspect of this product?

For me it’s the usability and features

What do you dislike most about this product?

Not really sure

What recommendations would you give to someone considering this product?

Don’t give this one a miss, game changing product

Pros

Efficient Service
Acts with Integrity
Generous Negotitation
Transparent

Oracle Service

What is Oracle Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2023 Data Quadrant Gold Medalist

Oracle Service Ratings

83 Likeliness to Recommend

1 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

+89 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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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

Tushar M.

Powerful CX Platform

Likeliness to Recommend

Pros

Rackel S.

An Amazing Product - Very Helpful

Likeliness to Recommend

Pros

Danil K.

Absolutely fantastic features

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

Customer Service Workflow Management

Contact Center Integration

Intelligent Search

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Vendor Support

Ease of Data Integration

Breadth of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Customization