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Oracle

Oracle Service

Composite Score

7.9 /10

CX Score

8.2 /10

64 Reviews Write a Review

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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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

Down 2
Since last award

92 Plan to Renew

Down 1
Since last award

80 Satisfaction of Cost Relative to Value

Down 5
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 93%
Negotiation and Contract:: 91%
Conflict Resolution:: 90%
Strategy & Innovation:: 85%
Service Experience:: 91%

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?

9% Negative

6% Neutral

85% Positive

Pros

Performance Enhancing
Unique Features
Generous Negotitation
Effective Service

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 79

Ease of Implementation

Quality of Features

Vendor Support

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Breadth of Features

Ease of IT Administration

Usability and Intuitiveness

Ease of Customization

Availability and Quality of Training

Oracle Service Reviews

Vishnu S.

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

Validated Review

Verified Reviewer

Submitted Nov 2024

Powerful Features with a Complex Setup

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

Stands out with its comprehensive features, seamless integration with other Oracle Cloud applications, and strong scalability. These elements make it a great choice for businesses of all sizes, differentiating it from other similar products.

What is your favorite aspect of this product?

My favorite part of Oracle Service is its advanced AI and machine learning capabilities. These features help deliver personalized customer experiences by providing smarter, faster solutions to issues

What do you dislike most about this product?

Initial setup and customization can be overwhelming, and navigating through the various features may require a deep learning curve. It take time to fully learn the platform’s capabilities, which might be a challenge for smaller businesses or teams without dedicated resources.

What recommendations would you give to someone considering this product?

I would recommend that anyone considering Oracle Service take the time to fully explore its features and capabilities, especially if you’re new to the platform. Make sure you have the right resources to handle the initial setup and customization.

Pros

Continually Improving Product
Reliable
Caring
Client Friendly Policies

Anand Kumar M.

Role: Operations
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2024

Geat product with exceptional features

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

A great tool

What is your favorite aspect of this product?

Easier to operate

What do you dislike most about this product?

Lagging sometimes

What recommendations would you give to someone considering this product?

Go for it

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Narendra B.

Role: Consultant
Industry: Gaming and Hospitality
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

The Smart, secure & efficient cloud services

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

Oracle cloud services is one of the unique service compared to other products. Also, Service i.e., apps, data, and capabilities enabling effortless self-service, field service workflows, agent services,use cases.

What is your favorite aspect of this product?

Smart & efficient, cloud services enable us to independent experiments.

What do you dislike most about this product?

Oracle provide best product but need some more self described knowledge article for easy use of application.

What recommendations would you give to someone considering this product?

Always insist to go with Oracle products.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Latest Research

Oracle Service

What is Oracle Service?

Company Details

Need Assistance?

Awards & Recognition

2023 Data Quadrant Gold Medalist

Oracle Service Ratings

82 Likeliness to Recommend

Down 2 Since last award

92 Plan to Renew

Down 1 Since last award

80 Satisfaction of Cost Relative to Value

Down 5 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.

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.

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

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.

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.

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 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.

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.

Oracle Service Reviews

Vishnu S.

Powerful Features with a Complex Setup

Likeliness to Recommend

Pros

Anand Kumar M.

Geat product with exceptional features

Likeliness to Recommend

Pros

Narendra B.

The Smart, secure & efficient cloud services

Likeliness to Recommend

Pros

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Title

Down 2
Since last award

Down 1
Since last award

Down 5
Since last award

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

Quality of Features

Vendor Support

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Breadth of Features

Ease of IT Administration

Usability and Intuitiveness

Ease of Customization

Availability and Quality of Training