Last updated on
Company health
Ratings
Oracle Service Cloud (formerly RightNow) description
Oracle Service Cloud (formerly RightNow) is a comprehensive customer service platform for businesses of all sizes. It offers a suite of tools to manage customer interactions across various channels like phone, email, chat, and social media. The platform boasts a self-service knowledge base, streamlined agent workflows, and insightful analytics. Oracle Service Cloud enables businesses to provide consistent and efficient customer service, ultimately improving customer satisfaction and loyalty.
Who is Oracle Service Cloud (formerly RightNow) best for
Oracle Service Cloud (formerly RightNow) is a robust customer service platform best suited for medium to large enterprises, especially in software, IT, and telecommunications. It offers a comprehensive suite of tools to manage customer interactions across multiple channels. Users praise its customizability and robust features but note the platform's complexity and occasional performance issues.
-
Best for medium to large enterprises.
-
Ideal for Software, IT, and Telecommunications companies; suitable for various other sectors.
Oracle Service Cloud (formerly RightNow) features
| Supported Oracle Service Cloud supports email, phone, and web chat, and integrates with other platforms for additional channels. |
| Supported Oracle Service Cloud offers customizable reporting and analytics tools. |
| Supported Oracle Service Cloud streamlines workflows and automates tasks, improving agent productivity. |
| Supported Oracle Service Cloud supports customer experience tooling with personalized service, AI automation, and feedback mechanisms. |
Oracle Service Cloud (formerly RightNow) reviews
We've summarised 136 Oracle Service Cloud (formerly RightNow) reviews (Oracle Service Cloud (formerly RightNow) G2 reviews) and summarised the main points below.
- Highly configurable and customizable to fit various business needs.
- Robust customer service capabilities including ticketing, case resolution, and knowledge base.
- Seamless integration with other Oracle products.
- Multi-channel support (phone, email, chat, and social media).
- Strong user community and product support.
- Difficult to understand what is included in your license.
- The .NET client is slow.
- The admin console is slow and has constant hiccups.
- Limited out-of-the-box reporting functionality.
- Difficult to manage staff accounts.
Oracle Service Cloud (formerly RightNow) alternatives
Zoho DeskBetter for small to medium businesses. Has grown faster in website traffic and employee count. Integrates with Zoho CRM and offers real-time dashboards. A more affordable Oracle Service Cloud (formerly RightNow) competitor.Read more
FreshserviceBetter suited for IT service management. Has stronger momentum based on LinkedIn employee growth. A good Oracle Service Cloud (formerly RightNow) competitor.Read more
Oracle Customer Experience (CX) Cloud SuiteBetter for marketing, sales, and service teams needing a broader CX solution. More suitable for medium to large enterprises needing CRM integration and workflow automation.Read more
ConfluenceBetter for internal team collaboration and knowledge sharing, rather than customer service. More suitable for project documentation and real-time collaborative work.Read more
DixaBetter for e-commerce and retail. More user-friendly but has some billing issues. Less established and has negative employee growth.Read more
Oracle Service Cloud (formerly RightNow) FAQ
What is Oracle Service Cloud (formerly RightNow) and what does Oracle Service Cloud (formerly RightNow) do?
Oracle Service Cloud (formerly RightNow) is a customer service platform offering tools to manage customer interactions across various channels. It provides a knowledge base, agent workflows, and analytics to improve customer satisfaction and loyalty. It is well-suited for medium to large businesses.
How does Oracle Service Cloud (formerly RightNow) integrate with other tools?
Oracle Service Cloud integrates with other platforms through its open APIs and pre-built integrations. It connects with other Oracle products and third-party applications for expanded functionalities like marketing automation and CRM. This allows businesses to streamline workflows and improve data visibility.
What the main competitors of Oracle Service Cloud (formerly RightNow)?
Top alternatives to Oracle Service Cloud (formerly RightNow) include Salesforce Service Cloud, Zendesk Support Suite, Freshservice, and HubSpot Service Hub. These competitors offer similar customer service functionalities such as case management, knowledge bases, and multi-channel support.
Is Oracle Service Cloud (formerly RightNow) legit?
Yes, Oracle Service Cloud (formerly RightNow) is a legitimate customer service platform. It's a comprehensive suite of tools suitable for businesses prioritizing multi-channel customer interactions and seeking robust features like a self-service knowledge base and detailed analytics.
How much does Oracle Service Cloud (formerly RightNow) cost?
I couldn't find pricing information for Oracle Service Cloud. Contact Oracle sales for pricing details regarding licensing options and add-on features for the service cloud product.
Is Oracle Service Cloud (formerly RightNow) customer service good?
Oracle Service Cloud receives positive feedback for its robust features, customization options, and multi-channel support. However, some users find the initial setup complex and the advanced features challenging to learn. Overall, it's a powerful tool but requires effort to fully utilize.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.