Oracle Service Cloud vs Pega CRM comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Oracle Service Cloud and Pega CRM based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Oracle Service Cloud vs. Pega CRM Report (Updated: November 2022).
655,113 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"The solution changes the way clients work to make it easier and faster.""Oracle Service Cloud could improve the integration for older platforms.""Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice.""Stable and scalable with good technical support."

More Oracle Service Cloud Pros →

"It also reduces the duration per call, and it ensures a first time resolution of the issue.""The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."

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"Oracle changed the means by which users are created in the system. I would like this to be easier to implement.""Lacks the ability to deploy custom code for customization.""Oracle Service Cloud could improve the integration for older platforms.""Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise."

More Oracle Service Cloud Cons →

"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases.""The solution has room for improvement around decisional and real-time data analysis."

More Pega CRM Cons →

Pricing and Cost Advice
  • "Licensing fees are on the higher end and I rate them an eight out of ten."
  • More Oracle Service Cloud 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 is definitely an expensive product compared to others on the market. There are no fees in addition to the subscription model.
    Top Answer:The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal.
    Top Answer:The solution has room for improvement around decisional and real-time data analysis.
    Top Answer:The solution is primarily used to manage client information. All notes and interactions between you and the client can be stored in the solution, and reports can be generated to help with client… more »
    Average Words per Review
    Average Words per Review
    Also Known As
    Oracle RightNow
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    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

    Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
    Learn more about Oracle Service Cloud
    Learn more about Pega CRM
    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.
    The State of Maine, Aegis, Aegon, AIG Japan, ING
    Top Industries
    Marketing Services Firm29%
    Manufacturing Company14%
    Transportation Company14%
    Outsourcing Company14%
    Computer Software Company26%
    Financial Services Firm11%
    Comms Service Provider8%
    Healthcare Company7%
    Computer Software Company29%
    Financial Services Firm15%
    Comms Service Provider12%
    Energy/Utilities Company8%
    Company Size
    Small Business42%
    Midsize Enterprise21%
    Large Enterprise37%
    Small Business20%
    Midsize Enterprise11%
    Large Enterprise69%
    Small Business19%
    Midsize Enterprise11%
    Large Enterprise71%
    Buyer's Guide
    Oracle Service Cloud vs. Pega CRM
    November 2022
    Find out what your peers are saying about Oracle Service Cloud vs. Pega CRM and other solutions. Updated: November 2022.
    655,113 professionals have used our research since 2012.

    Oracle Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 4 reviews while Pega CRM is ranked 3rd in CRM Customer Engagement Centers with 2 reviews. Oracle Service Cloud is rated 8.8, while Pega CRM is rated 8.6. The top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". On the other hand, the top reviewer of Pega CRM writes "End-to-end solution that reduces duration of call times and ensures first time resolution of issues". Oracle Service Cloud is most compared with Oracle CX Sales, QuickBase, Siebel CRM, Microsoft Dynamics CRM and Salesforce Service Cloud, whereas Pega CRM is most compared with Microsoft Dynamics CRM, Genesys Cloud, TalkDesk, Siebel CRM and Pega Robotic Process Automation. See our Oracle Service Cloud vs. Pega CRM report.

    See our list of best CRM Customer Engagement Centers vendors and best CRM vendors.

    We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.