# Avaya Experience Platform vs Oracle Service Cloud (formerly RightNow) Comparison

| | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 3.9 out of 5 | 
| **Total Reviews** | 181 | 134 | 
| **Largest Market Segment** | Enterprise (52.6% of reviews) | Enterprise (57.7% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### Avaya Experience Platform

Pros:
- Calling Features (2 reviews)
- Analytics (1 reviews)

Cons:
- Complexity (1 reviews)
- Customization Difficulty (1 reviews)

### Oracle Service Cloud (formerly RightNow)

Pros:
- Ease of Use (2 reviews)
- Automation (1 reviews)

Cons:
- Bugs (1 reviews)
- Contact Management (1 reviews)

---
## Ratings Comparison
| Rating | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
  | **Meets Requirements** | 8.6 (132 reviews) | 8.3 (94 reviews) | 
  | **Ease of Use** | 8.4 (131 reviews) | 7.9 (93 reviews) | 
  | **Ease of Setup** | 7.5 (34 reviews) | 6.8 (66 reviews) | 
  | **Ease of Admin** | 7.8 (33 reviews) | 7.3 (67 reviews) | 
  | **Quality of Support** | 8.2 (118 reviews) | 7.4 (87 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 7.5 (65 reviews) | 
  | **Product Direction (% positive)** | 7.1 (129 reviews) | 6.6 (90 reviews) | 

---
## Pricing

### Avaya Experience Platform

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Oracle Service Cloud (formerly RightNow)

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 |

#### Ticket and Case Management

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.8 (31 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.4 (31 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.2 (30 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.7 (29 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 7.6 (29 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.3 (29 reviews) | 
| **Ticket Collaboration** | Not enough data | 8.8 (30 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.1 (27 reviews) ✓ Verified | 

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.6 (29 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.9 (29 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.3 (28 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 7.0 (16 reviews) | 
| **Voice** | Not enough data | 8.3 (19 reviews) | 

#### Platform

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.2 (10 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.0 (41 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.0 (23 reviews) ✓ Verified | 
| **Integration** | Not enough data | 7.7 (20 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 7.6 (29 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 7.6 (29 reviews) ✓ Verified | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | 8.6/10 | 46 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Channels

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Voice** | 9.3 (15 reviews) ✓ Verified | Not enough data | 
| **Social** | 8.9 (11 reviews) | Not enough data | 
| **Web Chat** | 8.1 (15 reviews) ✓ Verified | Not enough data | 
| **Mobile SMS** | 7.7 (10 reviews) | Not enough data | 
| **Email** | 8.2 (14 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Session Routing** | 8.6 (34 reviews) ✓ Verified | Not enough data | 
| **Session Queuing** | 8.9 (34 reviews) | Not enough data | 
| **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | Not enough data | 
| **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | Not enough data | 
| **Auto Dialer** | 8.1 (16 reviews) | Not enough data | 
| **IVR** | 8.9 (14 reviews) ✓ Verified | Not enough data | 
| **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | Not enough data | 
| **Persistent Data** | 9.3 (14 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | Not enough data | 
| **Administrator Access** | 8.7 (27 reviews) ✓ Verified | Not enough data | 
| **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | Not enough data | 
| **Session Recording** | 8.6 (12 reviews) ✓ Verified | Not enough data | 
| **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | 7.9/10 | 5 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Workforce Management

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Agent Availability** | 7.7 (5 reviews) ✓ Verified | Not enough data | 
| **Skills Management** | 7.3 (5 reviews) ✓ Verified | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Agent Self-Service** | 9.3 (5 reviews) ✓ Verified | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Administration

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Automation** | Not enough data | Not enough data | 
| **Performance Analysis** | 7.3 (5 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 7.3 (5 reviews) ✓ Verified | Not enough data | 
| **Forecasting** | Not enough data | Not enough data | 
| **Intraday Management** | 8.7 (5 reviews) ✓ Verified | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 |

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.5 (30 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.1 (30 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.8 (22 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.4 (15 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Customization ** | Not enough data | 8.0 (41 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.7 (29 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 7.9 (16 reviews) | 
| **Knowledge Base** | Not enough data | 8.0 (32 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.4 (23 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.1 (32 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.3 (43 reviews) | 
| **Searchable Articles** | Not enough data | 8.0 (40 reviews) | 
| **Community Forums** | Not enough data | 7.8 (24 reviews) | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Mentions** | Not enough data | 7.7 (11 reviews) | 
| **Tickets** | Not enough data | 8.2 (14 reviews) | 
| **Macros** | Not enough data | 8.0 (10 reviews) | 

#### Channels

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Email** | Not enough data | 8.2 (16 reviews) | 
| **Social** | Not enough data | 7.4 (13 reviews) | 
| **Live Chat** | Not enough data | 8.7 (13 reviews) | 
| **Phone** | Not enough data | 7.8 (15 reviews) | 
| **Text** | Not enough data | 8.8 (10 reviews) | 

#### Insight

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (14 reviews) | 
| **Reporting** | Not enough data | 8.7 (15 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (14 reviews) | 
| **Help Desk** | Not enough data | 8.4 (15 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Generative AI

| Feature | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Avaya Experience Platform (3):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics)

**Unique to Oracle Service Cloud (formerly RightNow) (4):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Avaya Experience Platform | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Small-Business** | 13.8% | 4.5% | 
| **Mid-Market** | 33.6% | 37.8% | 
| **Enterprise** | 52.6% | 57.7% | 

### By Industry

#### Avaya Experience Platform

- **Telecommunications:** 14.5%
- **Consumer Services:** 10.5%
- **Information Technology and Services:** 10.5%
- **Insurance:** 9.9%
- **Hospital & Health Care:** 4.6%
- **Financial Services:** 4.6%
- **Internet:** 2.6%
- **Entertainment:** 2.6%
- **Retail:** 2.0%
- **Banking:** 2.0%
- **Other:** 36.2%

#### Oracle Service Cloud (formerly RightNow)

- **Information Technology and Services:** 14.2%
- **Retail:** 14.2%
- **Computer Software:** 7.1%
- **Financial Services:** 4.4%
- **Education Management:** 3.5%
- **Banking:** 3.5%
- **Computer Networking:** 3.5%
- **Utilities:** 2.7%
- **Telecommunications:** 2.7%
- **Automotive:** 2.7%
- **Other:** 41.6%

---
## Alternatives

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---
## Top Discussions

### Avaya Experience Platform

No discussions available for this product.

### Oracle Service Cloud (formerly RightNow)

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/avaya-experience-platform-vs-oracle-service-cloud-formerly-rightnow)