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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Performance Enhancing
- Unique Features
- Acts with Integrity
- Generous Negotitation
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Oracle Service Reviews
Aryan S.
- Role: Industry Specific Role
- Industry: Other
- Involvement: IT Leader or Manager
Submitted Apr 2021
Excellent product
Likeliness to Recommend
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
Will L.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2021
Effective customer relationship management
Likeliness to Recommend
What differentiates Oracle Service from other similar products?
Oracle CX Service provides a set of tools that maximize the opportunity to increase sales, build trust, and improve customer relationships. It enables effective collaboration, offers improved navigation, and the automation policy helps service teams better understand the customer journey. It reduces costs, efforts and allows to develop better customer service.
What is your favorite aspect of this product?
Oracle CX Service offers a wide variety of service channels on the devices of your choice. Noting a better performance in the web customer service, multichannel contact center, Knowledge Management and the Cloud service platform. It allows to effectively identify the needs of the clients, to respond in a timely and adequate manner with the effectiveness of its tools that provide best practices, characteristics and functionalities to optimize the experience of our clients.
What do you dislike most about this product?
Implementation costs are high and reporting is sometimes cumbersome.
What recommendations would you give to someone considering this product?
This is a robust platform, with features that allow you to effectively manage customer relationships, it has a small learning curve and its user interface is very pleasant. I recommend it.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Effective Service
Peter W.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Feb 2021
Flexible customer service support
Likeliness to Recommend
What differentiates Oracle Service from other similar products?
The Oracle CX service was selected for implementation by our company because it enables the organization to have a broader understanding of the customer journey. It helps to achieve the objectives set by the company and provides the tools for agents to better understand the needs of the client and to solve their problems quickly. This customer service solution combines multichannel service in the cloud for a better customer experience.
What is your favorite aspect of this product?
It is an easy-to-use and fully scalable platform. Promote savings in operations, raise quality and efficiency in customer service. It allows you to minimize downtime and reduces the use of unnecessary resources. It offers useful visitor browsing history and effective social activity tracking. Provides skills-based mapping, which allows determining customer qualities. Allows you to focus on customer needs, personalizing the service.
What do you dislike most about this product?
You need a help base to manage its wide variety of functionalities.
What recommendations would you give to someone considering this product?
This platform has positive features that make it easy to choose, it is very easy to use, it has excellent customer service. The design is simple and straightforward. In addition, the communication channels work very effectively. I recommend it.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Efficient Service
