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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 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:: 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

Ease of Data Integration

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Breadth of Features

Usability and Intuitiveness

Ease of Customization

Availability and Quality of Training

Oracle Service Reviews

John H.

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

Validated Review

Verified Reviewer

Submitted Apr 2021

Excellent Product

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

This is one of the greatest product for maintaining customer service.

What is your favorite aspect of this product?

It enables our team to effectively serve our customers. It has great support team that gives feedback instantly when conducted.

What do you dislike most about this product?

I have not disliked anything to do with this great product.

What recommendations would you give to someone considering this product?

I highly recommend this great platform to any organization for effective customer service delivery.

Pros

Continually Improving Product
Enables Productivity
Trustworthy
Unique Features

Jeniffer B.

Role: Information Technology
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Fantastic customer service platform

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

This is one of the best platform for ensuring that customers are well served.

What is your favorite aspect of this product?

Our customers are able to raise their concerns on our products and services. Our engagement with our clients has enabled us to gain more insights and win more customers.

What do you dislike most about this product?

I have not disliked anything to do with this great product.

What recommendations would you give to someone considering this product?

I recommend Oracle CX Service to any company for effective service delivery to clients.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Efficient Service

Aryan S.

Role: Industry Specific Role
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Excellent product

Likeliness to Recommend

9 /10

What differentiates Oracle Service from other similar products?

Oracle CX Service is one of the most successful platform I have used in our company for offering quick services to our customers.

What is your favorite aspect of this product?

It offers wide variety of features for supporting customers. Our customers have the right channels to air their views on our products and services and can easily get quick and quality services.

What do you dislike most about this product?

I have not experienced any negative performance results from this product since we deployed it.

What recommendations would you give to someone considering this product?

For effective customer service and excellent collaboration I totally recommend Oracle CX Service platform.

Pros

Efficient Service
Effective Service
Fair
Altruistic

Latest Research

Oracle Service

What is Oracle Service?

Company Details

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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

+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.

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

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.

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.

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.

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

John H.

Excellent Product

Likeliness to Recommend

Pros

Jeniffer B.

Fantastic customer service platform

Likeliness to Recommend

Pros

Aryan S.

Excellent product

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

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

Ease of Data Integration

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Breadth of Features

Usability and Intuitiveness

Ease of Customization

Availability and Quality of Training