Oracle

Oracle Right Now


4.5 / 5
17 reviews

Who Uses This Software?

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.


Average Ratings

17 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Pricing Details
    Contact iSupport Software for pricing details.
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • Oracle
  • www.oracle.com
  • Founded 1977
  • United States

About Oracle Right Now

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


Oracle Right Now Features

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

Oracle Right Now Reviews Recently Reviewed!


Higher Ed and malleable solution

Oct 03, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexible/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.

Cons: The 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.

Overall: Our 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.

Good customer service record keeping tool

Mar 31, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I 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.

Cons: It'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.

Overall: Right 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.

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

Oct 17, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, customization ability, built-in reporting, workflows.

Cons: Working with Oracle (processes).

Overall: RightNow 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!

Oracle Right Now

Apr 13, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This 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.

Cons: I myself have not had any issues with this software and we use it 6 days a week.

Overall: I use it daily. Right Now is a great product. I highly recommend it!

Excellent CRM for Customer

Oct 13, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Incident Management, Staff Account, Contact Management, Marketing Campaign etc

Cons: RightNow Agent Console do not have mobile version but they have Mobile version for customer portal

Overall: Great Software, I have been using this software since last 5 years. It really improved my customer experience and built good relationship with them

Recommendations to other buyers: Feasibility, easy to customise, configure according to business need

Supervisor Customer Service

Oct 18, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy usage

Cons: n/a

Overall: Very 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.

Great idea!

Jan 25, 2017
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Being able to be in multiple email boxes.

Cons: Search function is not easy

Overall: I 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.

Capterra loader

Oracle right now

Dec 13, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This 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.

Cons: The cons that I think is mobile version.

Overall: The 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.

Oracle Right now review

Nov 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: We 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.

Cons: There are occasional glitches and errors, but overall they tend to correct themselves.

RIghtNow Review

Dec 18, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: I 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.

Cons: I do not like that RightNow cannot seem to handle large volume of transactions. I have to restart the application after a few tickets worked.

Overall: Overall, it's organized, up-to-date and easy to navigate within the platform.

An solution for every need

Nov 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The system can be almost endlessly customised to meet the business need

Cons: The interface feels quite outdated and navigation can be rather counteractive

Overall: We 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

Capterra loader

Simply amazing; All what you need!!!!

Mar 31, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It 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.

Cons: Interface needs inporvement as it seems a bit outdated for me. Oracle needs to think of improving its features.

Overall: Overall, this software I beleive needs improvement.

Capterra loader

Oracle Right Now. Highly effective tool.

Apr 09, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money

Pros: Oracle 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.

Cons: The 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.

Love the idea, but the platform needs some help

Oct 03, 2016
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Comments: The 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.

Oracle RightNow Customer Cloud Experience

Jan 09, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Comments: We 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.

Grear platform for customer service

Mar 31, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's possible to use it with different channels, it's highly intuitive, it has several reports, you are always communicated with customer

Cons: You have to make several administrative tasks in a desktop agent which it's quite bothersome, the interface could be updated to be more modern

Oct 21, 2018
5/5
Overall