Compare Oracle Service Cloud vs. Zendesk Support

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Most Helpful Review
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"Everything is managed by Oracle, so they have security in place."

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"The feature to move over my customer experience team tickets for different specialists is very valuable for my team.""It's very convenient to use.""The initial setup is simple and straightforward."

More Zendesk Support Pros »

Cons
"The user experience has to be much better."

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"The solution could integrate better with QR codes from some websites such as Facebook.""They have something called Zendesk Explore, which isn't as good as what they had in place previously.""Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

More Zendesk Support Cons »

Pricing and Cost Advice
"This is definitely an expensive product compared to others on the market."

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"The price is very competitive."

More Zendesk Support Pricing and Cost Advice »

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Questions from the Community
Top Answer: Everything is managed by Oracle, so they have security in place.
Top Answer: Oracle has to work on the interface for this solution. The user experience has to be much better. They have to work on integration with other systems.
Top Answer: This product is used to provide and kind of service that is related to customer support.
Top Answer: It's very convenient to use.
Top Answer: Zendesk used to have a whole reporting tool, which they have actually terminated. That has been a small blow for us, however, it used to be a feature where they had that tool that allowed you to just… more »
Ranking
Views
1,142
Comparisons
841
Reviews
1
Average Words per Review
275
Rating
6.0
Views
84
Comparisons
57
Reviews
3
Average Words per Review
608
Rating
8.3
Popular Comparisons
Also Known As
Oracle RightNow
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Overview

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

This flexible and scalable platform includes:

  • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
  • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
  • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
  • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
  • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

  For more information visit https://cloud.oracle.com/en_US/service-cloud

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Offer
Learn more about Oracle Service Cloud
Learn more about Zendesk Support
Sample Customers
Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Top Industries
VISITORS READING REVIEWS
Computer Software Company44%
Comms Service Provider14%
Manufacturing Company6%
Energy/Utilities Company6%
No Data Available
Company Size
REVIEWERS
Small Business47%
Midsize Enterprise7%
Large Enterprise47%
No Data Available

Oracle Service Cloud is ranked 4th in CRM Customer Engagement Centers with 1 review while Zendesk Support is ranked 2nd in CRM Customer Engagement Centers with 3 reviews. Oracle Service Cloud is rated 6.0, while Zendesk Support is rated 8.4. The top reviewer of Oracle Service Cloud writes "Scales well and is fully managed by Oracle, but the user experience needs to be improved". On the other hand, the top reviewer of Zendesk Support writes "Seamless and easy to set up with a good Slack integration". Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, Microsoft Dynamics CRM, Vlocity and Salesforce Service Cloud, whereas Zendesk Support is most compared with Sendbird Desk.

See our list of best CRM Customer Engagement Centers vendors.

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