Best For

Oracle Service Cloud is designed for business looking to improve customer service and staff productivity by streamlining chat, social media, call, and virtual assistance communication channels.

Product Details

Cross-channel solution that covers contact center, web, and social aspects of customer service experience.

Contact Details

Oracle

http://www.oracle.com

Founded in 1977

Located in United States

Starting Price

  • Not provided by vendor
  • Contact iSupport Software for pricing details.

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • 24/7 (Live Rep)

Oracle Right Now Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management

Oracle Right Now Reviews

Overall
4.5/5
Ease of Use
4/5
Customer Service
4/5

Showing Most Helpful

Showing 18 of 18 reviews

Showing Most Helpful

Showing 18 of 18 reviews

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Rating
Company Size
Reviewer's Role
Length of Use
Frequency of Use
Kristi K.
Sr. CRM Admin/Analyst
Higher Education, 11-50 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Source: Capterra
October 3, 2016

“Higher Ed and malleable solution”

OverallOur support center has used Oracle Service Cloud for 12 years. We have incorporated service, outreach, and sales across the student life-cycle - as well as using it as an intake and tracking tool for events, professional development and even book orders from faculty! The features of Oracle Service cloud are malleable and allow us to do creative projects - including a robust e-communication outreach, analytics of our extended hour and weekend support team, as well as some flexible technical integration with the student database. We could do even more if we had a stronger technical team - as I've seen programmers get in and it's like a kid in a candy store! If it can be defined, it can be done.
ProsFlexible/malleable tool: If you can dream it, you can do it! The ease for basic users is important as people can hit the ground running. Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question. The features are common across the consoles; so there is little learning curve when navigating from one tool to another. The training documentation available is fabulous and well-organized and there are forums of helpful people available for asking questions of a skilled community of users.
ConsThe sky is the limit - so it is difficult to know where to begin. Without a skilled programming team, the amazing API sits unused, even though we know we can do wondrous things with the tools available.
Source: Capterra
October 3, 2016
APRIL M.
Customer Service Representative
Consumer Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
4/5
Ease of Use
4/5
Features
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
March 31, 2019

“Good customer service record keeping tool”

OverallRight Now is truly a good customizable tool that interacts with many other types of software. It is a very useful and multifunctional software for customer service, order management and call management.
ProsI use this software at work as a work-from-home customer support agent. I works perfectly in sync with our voice phone software and with our online store. It is so convenient to have Right Now to automatically pull up a customer's information and just a click to review all of their call history. Once you enter the order number, it's only one click to open the order in the online shopping cart software. We have a searchable knowledge base in Right Now that we use all the time and it is very good at pulling up the most relevant results. We can create call tags and plus send emails to managers, our service providers and customers.
ConsIt's a little slow sometimes. There seems to be a delay sometimes, but it could also be that it is working with many programs and keeping them all in sync. It's not too bad of a delay, but could be a little faster.
Reviewer Source 
Source: Capterra
March 31, 2019
Josh P.
Web Developer
Consumer Electronics, 201-500 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
3/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Source: Capterra
October 17, 2016

“Excellent platform! Wish Oracle didn't take over...”

OverallRightNow was a fantastic service cloud solution for customer support. The CRM system provided much flexibility for setting up custom business processes, workflows, and creating a fully custom backend and frontend display. Unfortunately, when Oracle took over and bought the platform in 2011, service started to decline and many formal processes that were not previously implemented were put into place. This created unnecessary roadblocks in advancing development of the product. As a product itself, however, RN is fantastic, and I hope the advantages of the product continue to outshine the negatives mentioned!
ProsEase of use, customization ability, built-in reporting, workflows.
ConsWorking with Oracle (processes).
Source: Capterra
October 17, 2016
Chandra B.
Trainer
Computer Software, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
April 13, 2019

“Oracle Right Now”

OverallI use it daily. Right Now is a great product. I highly recommend it!
ProsThis cloud product is great for our customer support. We have used the live chat feature for several years. It is very easy to learn and use. When our customers have a question, ti is a great way for them to communicate with us through chat - right now. We get hundreds of chats a day.
ConsI myself have not had any issues with this software and we use it 6 days a week.
Reviewer Source 
Source: Capterra
April 13, 2019
Baljeet S.
Oracle RightNow Architecture
Computer Software, 11-50 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
October 13, 2016

“Excellent CRM for Customer ”

OverallGreat Software, I have been using this software since last 5 years. It really improved my customer experience and built good relationship with them
ProsIncident Management, Staff Account, Contact Management, Marketing Campaign etc
ConsRightNow Agent Console do not have mobile version but they have Mobile version for customer portal
Recommendations to other buyersFeasibility, easy to customise, configure according to business need
Source: Capterra
October 13, 2016
Jillian S.
EOC
Unspecified
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
4/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
7/10
Source: Capterra
January 25, 2017

“Great idea!”

OverallI really like the idea of right now. It makes dealing with multiple email address a lot easier. The overall look is something that needs some work and the search function could be easier to use. I do not like the fact that you have to create contacts/import names and emails in the system before sending emails. Its not great for the one off emails.
ProsBeing able to be in multiple email boxes.
ConsSearch function is not easy
Source: Capterra
January 25, 2017
AYANNA J.
Supervisor
Education Management, 5001-10,000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Source: Capterra
October 18, 2016

“Supervisor Customer Service”

OverallVery easy to use and train new hires on. Navigating was easy and the set up was easy to explore. I used Oracle when inputting student orders, collecting payments, refunding students or just updating student information. Oracle worked well with RightNow.
ProsEasy usage
Consn/a
Source: Capterra
October 18, 2016
Avatar Image
Ritu s.
Lecturer
Higher Education, 1001-5000 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
4/5
Customer Service
4/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
9/10
Reviewer Source 
Source: Capterra
December 13, 2018

“Oracle right now”

OverallThe overall experience is very great.i really like the contact management and staff account.as per the consideration of navigation and setup ,as well as dealing with multiple user is very easy.
ProsThis is very fantastic and easy to use software.it has customization ability as well as in built reporting functionality.servise cloud solution for customer support is very good feature.
ConsThe cons that I think is mobile version.
Reviewer Source 
Source: Capterra
December 13, 2018
Cristy L.
Staff Auditor
Retail, 10,001+ employees
Used the software for: 2+ years
Overall Rating
3/5
Ease of Use
3/5
Features
3/5
Likelihood to Recommend
6/10
Reviewer Source 
Source: Capterra
December 18, 2018

“RIghtNow Review”

OverallOverall, it's organized, up-to-date and easy to navigate within the platform.
ProsI enjoyed the chat feature that allows our team to easily view when a chat is coming through. I also enjoyed the filtering options for each specific queue to where you can view the oldest to newest and have each queue on a different tab. This helps in organization within the different working queues.
ConsI do not like that RightNow cannot seem to handle large volume of transactions. I have to restart the application after a few tickets worked.
Reviewer Source 
Source: Capterra
December 18, 2018
Verified Reviewer
Non-Profit Organization Management, 51-200 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
4/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
November 28, 2018

“An solution for every need”

OverallWe use rightnow as an enquiry management tool for our client helpline. It does what it needs to do. I would say development could make the interface and navigation slicker
ProsThe system can be almost endlessly customised to meet the business need
ConsThe interface feels quite outdated and navigation can be rather counteractive
Reviewer Source 
Source: Capterra
November 28, 2018
Kennon M.
Wireless Music System Specialist
Consumer Electronics, 1001-5000 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Features
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 6, 2018

“Oracle Right now review”

ProsWe sue this software to track user data, create cases, and order parts. Over all it works well with our other systems and has integrated nicely into our system.
ConsThere are occasional glitches and errors, but overall they tend to correct themselves.
Reviewer Source 
Source: Capterra
November 6, 2018
Avatar Image
Yashasvi A.
Internship
Food & Beverages, Self-employed
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
March 31, 2019

“Simply amazing; All what you need!!!!”

OverallOverall, this software I beleive needs improvement.
ProsIt is very easy to use and flxible. The training documents are available so any new user can get used to it by using the softwre for sometime. The chat feature really helps to increase team work. It can be costomized to meet all business needs.
ConsInterface needs inporvement as it seems a bit outdated for me. Oracle needs to think of improving its features.
Reviewer Source 
Source: Capterra
March 31, 2019
Avatar Image
Daniel P.
Consultor de BPM
501-1000 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
3/5
Customer Service
3/5
Features
4/5
Value for Money
4/5
Reviewer Source 
Source: Capterra
April 9, 2018

“Oracle Right Now. Highly effective tool.”

ProsOracle RightNow, has an integrated channel for customer services. Its effective combination offers customers web experiences and content portal, so that contact and knowledge of the customer is much faster and complete. Effective product of Oracle.
ConsThe control panel is not very intuitive and allows very few modifications and adaptations. The user support is the same as other Oracle products. It leaves a lot to talk about.
Reviewer Source 
Source: Capterra
April 9, 2018
Avatar Image
Jennifer D.
Self-employed
Professional Training & Coaching, Self-employed
Used the software for: 1-2 years
Overall Rating
2/5
Ease of Use
2/5
Features
2/5
Likelihood to Recommend
2/10
Reviewer Source 
Source: Capterra
July 17, 2019

“Complex and glitchy”

OverallOverall would not recommend.
ProsDid the job and has many functions and capabilities.
ConsNot user friendly or intuitive by design; uses a lot of system resources; many glitches.
Reviewer Source 
Source: Capterra
July 17, 2019
Jillian s.
Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
2/5
Customer Service
4/5
Features
4/5
Value for Money
3/5
Source: Capterra
October 3, 2016

“Love the idea, but the platform needs some help”

OverallThe idea behind Right Now is great for anyone that uses multiple email addresses. the overall look and ease of use needs some updates. It looks like something out of the 80's. The search function is difficult and time consuming.
Source: Capterra
October 3, 2016
David T.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Source: Capterra
January 9, 2017

“Oracle RightNow Customer Cloud Experience”

OverallWe have been using the Oracle RightNow Customer Cloud Experience Software for over 15 years. It has been an excellent product and has served our needs and customers very well.
Source: Capterra
January 9, 2017
Verified Reviewer
51-200 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
4/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
7/10
Reviewer Source 
Source: Capterra
March 31, 2018

“Grear platform for customer service”

ProsIt's possible to use it with different channels, it's highly intuitive, it has several reports, you are always communicated with customer
ConsYou have to make several administrative tasks in a desktop agent which it's quite bothersome, the interface could be updated to be more modern
Reviewer Source 
Source: Capterra
March 31, 2018
amar m.
Director
Computer Software, 1-10 employees
Used the software for: Unspecified
Overall Rating
5/5
Reviewer Source 
Source: GetApp
October 21, 2018

Reviewer Source 
Source: GetApp
October 21, 2018