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Oracle

Oracle Service

Composite Score

8.2 /10

CX Score

8.5 /10

66 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 Champion

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:: 92%
Conflict Resolution:: 91%
Strategy & Innovation:: 86%
Service Experience:: 92%

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.

+90 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

5% Neutral

86% Positive

Pros

Performance Enhancing
Unique Features
Acts with Integrity
Generous Negotitation

Feature Ratings

Average 84

Customer Service Knowledge Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Analytics and Reporting

Intelligent Search

Contact Center Integration

Customer Service Workflow Management

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Average 80

Quality of Features

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Vendor Support

Ease of IT Administration

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Ease of Customization

Oracle Service Reviews

Damilola O.

Role: Operations
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2025

Elevating customer experience

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

Oracle Service prioritizes robust security and compliance, ensuring that sensitive customer data is protected.

What is your favorite aspect of this product?

The automation and AI capabilities help reduce manual effort and improve agent productivity.

What do you dislike most about this product?

Integrating Oracle Service with existing systems and applications can be challenging, requiring significant technical resources.

What recommendations would you give to someone considering this product?

Evaluate the integrations you need with existing systems and applications. Also outline your business needs and requirements to ensure Oracle service aligns with your goals.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

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

Validated Review

Anonymous Reviewer

Submitted Mar 2025

Why you need Oracle cloud in your organization

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

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

Latest Research

Oracle Service

What is Oracle Service?

Company Details

Need Assistance?

Awards & Recognition

2023 Data Quadrant Champion

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

+90 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.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

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).

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.

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.

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

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.

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

Damilola O.

Elevating customer experience

Likeliness to Recommend

Pros

Why you need Oracle cloud in your organization

Likeliness to Recommend

Pros

Danil K.

Absolutely fantastic features

Likeliness to Recommend

Pros

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Title

Down 2
Since last award

Down 1
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Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Analytics and Reporting

Intelligent Search

Contact Center Integration

Customer Service Workflow Management

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Vendor Support

Ease of IT Administration

Breadth of Features

Usability and Intuitiveness

Availability and Quality of Training

Ease of Customization