Oracle Service Cloud OverviewUNIXBusinessApplication

Oracle Service Cloud is the #5 ranked solution in our list of top CRM Customer Engagement Centers. It is most often compared to Siebel CRM: Oracle Service Cloud vs Siebel CRM

What is Oracle Service Cloud?

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.

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Oracle Service Cloud is also known as Oracle RightNow.

Oracle Service Cloud 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.

Oracle Service Cloud Video

Pricing Advice

What users are saying about Oracle Service Cloud pricing:
  • "This is definitely an expensive product compared to others on the market."

Oracle Service Cloud Reviews

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Head of Integration and NetSuite DUs at a outsourcing company with 501-1,000 employees
Top 5Leaderboard
Scales well and is fully managed by Oracle, but the user experience needs to be improved

What is our primary use case?

This product is used to provide and kind of service that is related to customer support.

What is most valuable?

Everything is managed by Oracle, so they have security in place. We rely on the vendor for that.

What needs improvement?

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.

For how long have I used the solution?

I have been using Oracle Service Cloud for the past four years.

What do I think about the stability of the solution?

This is a stable product and I plan to continue providing it.

What do I think about the scalability of the solution?

This is a scalable product, given that it is a cloud offering.

How are customer service