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Oracle

Oracle Service

Composite Score

8.1 /10

CX Score

8.3 /10

69 Reviews Write a Review

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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.

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Awards & Recognition

Oracle Service won the following awards in the Customer Service - Enterprise category

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Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2025

4 Top Rated Capabilities

8 Top Rated Features

2025

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2024

11 Top Rated Capabilities

10 Top Rated Features

2024

Strategy and Innovation
Contract Negotiation
Conflict Resolution

2023

2023 Data Quadrant Champion

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.

83 Likeliness to Recommend

1
Since last award

93 Plan to Renew

81 Satisfaction of Cost Relative to Value

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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.

+91 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?

8% Negative

7% Neutral

85% Positive

Pros

Performance Enhancing
Unique Features
Generous Negotitation
Effective Service

Feature Ratings

Average 85

Customer Service Knowledge Management

Customer Self Service Capabilities

Customer Service Workflow Management

Multi Channel Support

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Contact Center Integration

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Average 80

Quality of Features

Ease of Data Integration

Vendor Support

Business Value Created

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement

Breadth of Features

Availability and Quality of Training

Ease of Customization

Usability and Intuitiveness

Oracle Service Reviews

Vishnu S.

Role: Information Technology
Industry: Manufacturing
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Powerful Features with a Complex Setup

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

Stands out with its comprehensive features, seamless integration with other Oracle Cloud applications, and strong scalability. These elements make it a great choice for businesses of all sizes, differentiating it from other similar products.

What is your favorite aspect of this product?

My favorite part of Oracle Service is its advanced AI and machine learning capabilities. These features help deliver personalized customer experiences by providing smarter, faster solutions to issues

What do you dislike most about this product?

Initial setup and customization can be overwhelming, and navigating through the various features may require a deep learning curve. It take time to fully learn the platform’s capabilities, which might be a challenge for smaller businesses or teams without dedicated resources.

What recommendations would you give to someone considering this product?

I would recommend that anyone considering Oracle Service take the time to fully explore its features and capabilities, especially if you’re new to the platform. Make sure you have the right resources to handle the initial setup and customization.

Pros

Continually Improving Product
Reliable
Caring
Client Friendly Policies

Neha G.

Role: Vendor Management
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2026

Enterprise grade service platform

Likeliness to Recommend

10 /10

What differentiates Oracle Service from other similar products?

As a customer relations manager , Oracle service stands out from other service tools because its built more as an end to end enterprise service ecosystem not just a supporting tool

What is your favorite aspect of this product?

My favorite aspect of Oracle service is its Deep native integration across business functions

What do you dislike most about this product?

What I most dislike about this product is its complexity, cost and usability

What recommendations would you give to someone considering this product?

If you considering Oracle service , the best approach is to treat it as a strategic investment not just a tool purchase

Pros

Reliable
Respectful
Fair
Altruistic

Damilola O.

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

Validated Review

Verified Reviewer

Submitted May 2025

Elevating customer experience

Likeliness to Recommend

8 /10

What differentiates Oracle Service from other similar products?

Oracle Service prioritizes robust security and compliance, ensuring that sensitive customer data is protected.

What is your favorite aspect of this product?

The automation and AI capabilities help reduce manual effort and improve agent productivity.

What do you dislike most about this product?

Integrating Oracle Service with existing systems and applications can be challenging, requiring significant technical resources.

What recommendations would you give to someone considering this product?

Evaluate the integrations you need with existing systems and applications. Also outline your business needs and requirements to ensure Oracle service aligns with your goals.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Oracle Service

What is Oracle Service?

Company Details

Book a Free Demo Today!

Awards & Recognition

2023 Data Quadrant Champion

Oracle Service Ratings

83 Likeliness to Recommend

1 Since last award

93 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+91 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.

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

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

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

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

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

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.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

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

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

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.

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

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.

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 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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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.

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.

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.

Oracle Service Reviews

Vishnu S.

Powerful Features with a Complex Setup

Likeliness to Recommend

Pros

Neha G.

Enterprise grade service platform

Likeliness to Recommend

Pros

Damilola O.

Elevating customer experience

Likeliness to Recommend

Pros

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Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Customer Service Workflow Management

Multi Channel Support

Analytics and Reporting

Intelligent Search

Mobile Customer Care

Contact Center Integration

Agent Collaboration

Customer Community Management

Agent Scripting

Vendor Capability Ratings

Quality of Features

Ease of Data Integration

Vendor Support

Business Value Created

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement

Breadth of Features

Availability and Quality of Training

Ease of Customization

Usability and Intuitiveness