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Oracle

Oracle Service

Composite Score

8.0 /10

CX Score

8.2 /10

54 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

Latest Award, 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.

84 Likeliness to Recommend

1
Since last award

93 Plan to Renew

85 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.

+87 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

7% Neutral

84% Positive

Pros

Friendly Negotiation
Unique Features
Performance Enhancing
Helps Innovate

Feature Ratings

Average 84

Customer Service Knowledge Management

Analytics and Reporting

Customer Self Service Capabilities

Multi Channel Support

Mobile Customer Care

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Agent Collaboration

Agent Scripting

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Breadth of Features

Vendor Support

Usability and Intuitiveness

Availability and Quality of Training

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Ease of Data Integration

Ease of Customization

Oracle Service Reviews

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

Validated Review

Anonymous Reviewer

Submitted Mar 2020

Some features are easy to use stalls when overloa

Likeliness to Recommend

5 /10

Pros

Respectful
Security Protects
Continually Improving Product
Enables Productivity

Cons

Less Generous

Latest Research

Oracle Service

What is Oracle Service?

Company Details

Need Assistance?

Awards & Recognition

2023 Data Quadrant Gold Medalist

Oracle Service Ratings

84 Likeliness to Recommend

1 Since last award

93 Plan to Renew

85 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love Oracle Service?

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.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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).

Customer Community Management Creation and management of branded and focussed user communities.

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 among service professionals (e.g. team-based customer service).

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.

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.

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.

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.

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.

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

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

Some features are easy to use stalls when overloa

Likeliness to Recommend

Pros

Cons

Title

1
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Analytics and Reporting

Customer Self Service Capabilities

Multi Channel Support

Mobile Customer Care

Contact Center Integration

Customer Service Workflow Management

Customer Community Management

Intelligent Search

Agent Collaboration

Agent Scripting

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Breadth of Features

Vendor Support

Usability and Intuitiveness

Availability and Quality of Training

Product Strategy and Rate of Improvement

Business Value Created

Ease of IT Administration

Ease of Data Integration

Ease of Customization