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Oracle Service Cloud vs Salesforce Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Oracle Service Cloud and Salesforce Service Cloud 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. Salesforce Service Cloud report (Updated: September 2022).
633,572 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:
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 product is used to provide and kind of service that is related to customer support.
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    Ranking
    Views
    1,490
    Comparisons
    1,088
    Reviews
    3
    Average Words per Review
    305
    Rating
    8.7
    Views
    1,751
    Comparisons
    1,446
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Comparisons
    Also Known As
    Oracle RightNow
    Service Cloud
    Learn More
    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

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    Offer
    Learn more about Oracle Service Cloud
    Learn more about Salesforce Service Cloud
    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.
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company28%
    Financial Services Firm10%
    Comms Service Provider10%
    Healthcare Company5%
    REVIEWERS
    Manufacturing Company27%
    Marketing Services Firm18%
    Computer Software Company9%
    Music Company9%
    VISITORS READING REVIEWS
    Computer Software Company36%
    Comms Service Provider10%
    Financial Services Firm7%
    Government5%
    Company Size
    REVIEWERS
    Small Business44%
    Midsize Enterprise17%
    Large Enterprise39%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise12%
    Large Enterprise68%
    REVIEWERS
    Small Business27%
    Midsize Enterprise35%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise17%
    Large Enterprise65%
    Buyer's Guide
    CRM Customer Engagement Centers
    September 2022
    Find out what your peers are saying about Microsoft, Oracle, Pega and others in CRM Customer Engagement Centers. Updated: September 2022.
    633,572 professionals have used our research since 2012.

    Oracle Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 3 reviews while Salesforce Service Cloud is ranked 7th in CRM Customer Engagement Centers. Oracle Service Cloud is rated 9.0, while Salesforce Service Cloud is rated 0.0. The top reviewer of Oracle Service Cloud writes "It has lots of APIs to integrate with other solutions". On the other hand, Oracle Service Cloud is most compared with Oracle CX Sales, Siebel CRM, QuickBase, Microsoft Dynamics CRM and Siebel Contact Center, whereas Salesforce Service Cloud is most compared with ServiceNow, Vlocity, Microsoft Dynamics CRM, JIRA Service Management and SAP Service Cloud.

    See our list of best CRM Customer Engagement Centers 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.