Oracle WebCenter vs ServiceNow Customer Service Management comparison

Oracle and ServiceNow are both solutions in the Customer Experience Management category. Oracle is ranked #33, while ServiceNow is ranked #2 with an average rating of 8.4. Oracle holds a 1.0% mindshare in CEM, compared to ServiceNow’s 5.7% mindshare. Additionally, 70% of Oracle users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Oracle WebCenter

Read 12 Oracle WebCenter reviews

35 Views
31 Comparison Views

70% willing to recommend

ServiceNow Customer Service...

Read 14 ServiceNow Customer Service Management reviews

676 Views
176 Comparison Views

100% willing to recommend

Oracle WebCenter

ServiceNow Customer Service...

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Executive SummaryUpdated on Feb 4, 2025

Oracle WebCenter and ServiceNow Customer Service Management are competing products aimed at improving customer interactions and digital experiences. ServiceNow Customer Service Management holds the upper hand with its advanced features and overall value.

Features: Oracle WebCenter offers strong content management capabilities, web engagement tools, and a user-friendly interface. ServiceNow Customer Service Management provides integration capabilities, workflow management tools, and automation features. While Oracle WebCenter is excellent at streamlining digital content, ServiceNow is focused on workflow efficiency, ensuring process automation.

Room for Improvement: Oracle WebCenter could improve in the areas of deployment complexity, integration with non-Oracle systems, and user training. ServiceNow Customer Service Management could enhance its user interface options, reduced customization complexity, and expand its service portal features.

Ease of Deployment and Customer Service: ServiceNow utilizes a cloud-based deployment model with seamless integrations, allowing for swift and scalable implementation. It is favored for its robust customer service support. Oracle WebCenter, typically an on-premises solution, involves a complex setup process and has limited scalability.

Pricing and ROI: Oracle WebCenter offers lower initial setup costs, appealing to budget-conscious companies. ServiceNow's higher upfront costs are mitigated by its comprehensive features, leading to improved long-term ROI. Despite Oracle's cost-effective advantages, ServiceNow justifies its pricing with significant returns over time.

To learn more, read our detailed Oracle WebCenter vs. ServiceNow Customer Service Management Report (Updated: April 2025).

Buyer's Guide

Oracle WebCenter vs. ServiceNow Customer Service Management

April 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Oracle WebCenter

Ranking in Customer Experience Management

33rd

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

Enterprise Content Management (16th), Web Content Management (8th), Corporate Portals (Enterprise Information Portals) (5th)

ServiceNow Customer Service...

Ranking in Customer Experience Management

2nd

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th)

Mindshare comparison

As of May 2025, in the Customer Experience Management category, the mindshare of Oracle WebCenter is 1.0%, down from 1.3% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 5.7%, up from 5.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

Mehdi Hasankhan

Head of Development and Implementation at Arak Petrochemical Company

Gives me easy access, connection and compatibility with all of the Oracle products

WebCenter content access has a lot of options and flexibility. At this time, I only see one problem: in the sub-content and channels surrounding Windows 10. It only functions with Windows 7 and Windows 8. All of the operating systems in my company are up-to-date and we are using Windows 10. For whatever reason, you can't use the Oracle content on these platforms at all. This lapse is very bad for my company because I can't change the version of Word and downgrade. Maybe it is just a technical problem. But it is a lot of my problem with this solution currently.

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Arvind Mehrotra

managing partner at AmPmilify Associates LLP

Integrating departments for unified service while managing complexity and learning curve

ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"You can move workloads in between sub-servers so that you don't overload a portion of the server."

"Integration within the solution is very good."

"It's a very scalable solution and the performance is pretty good. The scalability, in my opinion, is the biggest advantage."

"The WebCenter Content is its most valuable feature. After we update a document in WebCenter Content, it can be update automatically in our intranet."

"WebCenter's interface is very user-friendly."

"A great solution for storing and searching large volumes of documents with easy access."

"Oracle integrates well with other products to cover Big Data."

"The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window."

"The tool's most valuable feature is the service portal."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"The product provides flexibility in managing and categorizing the incidents."

"Our organization has received excellent tech support for ServiceNow Customer Service Management."

More ServiceNow Customer Service Management pros

Cons

"WebCenter requires a lot of design effort to upload content to our regular system."

"Its functions need more stability."

"There are many document management systems that offer pretty much the same functionalities but at a lower price. The product as such is pretty good. However, the pricing is not comparable. They need to adjust their pricing to be more competitive on the market."

"This solution needs to support translation into the Arabic language."

"I would like them to add more Web 2.0 features."

"The solution should be offered in Persian. Right now, our version is in English, and there's a bit of a language barrier between the users and the product."

"Does not seem to be totally compatible with Windows 10 as of our current version."

"The speed of the backup should be enhanced."

"ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it. In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades."

"The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions."

"I do not have any notes for improvements."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"The price could be better. ServiceNow should price products more reasonably."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

"The price needs to be lowered."

"The price of this solution is considered to be high; however, when speaking with Oracle, it is possible to get discounts of up to sixty percent."

"WebCenter's pricing is on the higher side."

"I rate the tool's pricing a six out of ten."

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

"The product has a premium price"

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

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Top Industries

By visitors reading reviews

Real Estate/Law Firm

Financial Services Firm

Computer Software Company

Government

Educational Organization

21%

Financial Services Firm

Computer Software Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What do you like most about ServiceNow Customer Service Management?

We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...

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What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.

See all answers

What needs improvement with ServiceNow Customer Service Management?

Sometimes ServiceNow Customer Service Management ( /products/servicenow-customer-service-management-reviews ) lags, meaning the speed is low or there is a delay in operations. These are the areas n...

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Comparisons

Oracle Content Management vs Oracle WebCenter

Compared 31% of the time

Adobe Experience Manager vs Oracle WebCenter

Compared 21% of the time

SharePoint vs Oracle WebCenter

Compared 17% of the time

IBM FileNet vs Oracle WebCenter

Compared 10% of the time

Liferay Digital Experience Platform vs Oracle WebCenter

Compared 10% of the time

More Oracle WebCenter Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 55% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 22% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 22% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

Oracle WebCenter

April 2025

Download Oracle WebCenter product report

Buyer's Guide

ServiceNow Customer Service Management

April 2025

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

WebCenter, FatWire

ServiceNow CSM

Overview

Oracle WebCenter is the center of engagement for business powering exceptional experiences for customers, partners, and employees. It connects people, processes, and information with the most complete portfolio of portal, content management, Web experience management, and collaboration technologies.

Oracle

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sample Customers

Chhattisgarh Infotech and Biotech Promotion Society, Jagran Prakashan Ltd., Standard Forwarding LLC, United Automotive Electronic Systems Co. Ltd., INSO sistemi per le infrastrutture sociali S.p.A., Helsana Versicherungen AG, ArRiyadh Development Authority, John Lewis Partnership, Arqiva, SURUGADAI EDUCATIONAL INSTITUTE, Portuguese Official Agriculture and Fisheries

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Oracle WebCenter vs. ServiceNow Customer Service Management

April 2025

Free Report: Oracle WebCenter vs. ServiceNow Customer Service Management

Find out what your peers are saying about Oracle WebCenter vs. ServiceNow Customer Service Management and other solutions. Updated: April 2025.

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