Oracle Service Logo
Oracle Service Logo
Oracle

Oracle Service

Composite Score
8.0 /10
CX Score
8.3 /10
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Category
Oracle Service
8.0 /10

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.

Company Details

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Awards & Recognition

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

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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

86

Customer Self Service Capabilities

85

Mobile Customer Care

84

Multi Channel Support

83

Analytics and Reporting

83

Customer Service Workflow Management

82

Contact Center Integration

81

Intelligent Search

81

Agent Collaboration

79

Customer Community Management

78

Agent Scripting

78

Vendor Capability Ratings

Average 81

Quality of Features

83

Ease of Implementation

83

Business Value Created

82

Usability and Intuitiveness

82

Product Strategy and Rate of Improvement

82

Vendor Support

82

Ease of Data Integration

82

Breadth of Features

81

Ease of IT Administration

80

Availability and Quality of Training

79

Ease of Customization

78

Oracle Service Reviews

  • 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
  • Role: Operations
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Oct 2021

Lacking CRM & CX for field service management

Likeliness to Recommend

3 /10

Pros

  • Enables Productivity
  • Generous Negotitation
  • Friendly Negotiation
  • Performance Enhancing

Cons

  • Leverages Incumbent Status
  • Less Inspiring
  • Less Caring

Marcus C.

  • Role: C-Level
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2021

Leader in customer service.

Likeliness to Recommend

10 /10

What differentiates Oracle Service from other similar products?

Oracle CX Service deploys from cloud and comes with a simple user-interface and this enables seamless usage without any hindrances.

What is your favorite aspect of this product?

Fits perfectly in all organizations including even the mid-sized ones and this helps improve their service delivery. Helps us reach out to our customers easily and have any issues pending resolved on time thus grow our customer base. Has amplified service delivery and helped us understand our clients better thereby help grow our workflow. Enables us to reach out to our clients from various options from email, phone, live chat among others making it stable to use.

What do you dislike most about this product?

Sometimes its affected by poor internet connections impeding its perfect usage at times.

What recommendations would you give to someone considering this product?

Oracle CX Service is built for all organizations and it will help reach out to your clients and communicate effectively with them.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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