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Compare KANA Enterprise, MindTouch, and Oracle Service Cloud (formerly RightNow)

Pricing

 
Free Trial Unavailable
Free Trial Unavailable
Free Trial Unavailable
KANA Enterprise
Free Trial Unavailable
MindTouch
Free Trial Unavailable
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.1
8.1
Ease of Use
Ease of Use
8.3
8.1
7.7
Ease of Setup
Ease of Setup
6.4
7.7
6.8
Ease of Admin
Ease of Admin
6.7
8.2
7.3
Quality of Support
Quality of Support
7.5
8.7
7.2
Ease of Doing Business With
Ease of Doing Business With
6.7
8.8
7.3
Product Direction (% positive)
Product Direction (% positive)
6.8
7.9
5.8
Meets Requirements
KANA Enterprise
8.0
MindTouch
8.1
Oracle Service Cloud (formerly RightNow)
8.1
Ease of Use
KANA Enterprise
8.3
MindTouch
8.1
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Setup
KANA Enterprise
6.4
MindTouch
7.7
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
KANA Enterprise
6.7
MindTouch
8.2
Oracle Service Cloud (formerly RightNow)
7.3
Quality of Support
KANA Enterprise
7.5
MindTouch
8.7
Oracle Service Cloud (formerly RightNow)
7.2
Ease of Doing Business With
KANA Enterprise
6.7
MindTouch
8.8
Oracle Service Cloud (formerly RightNow)
7.3
Product Direction (% positive)
KANA Enterprise
6.8
MindTouch
7.9
Oracle Service Cloud (formerly RightNow)
5.8

Features

Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
MindTouch
9.2
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
KANA Enterprise
Not enough data available
MindTouch
8.2
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
KANA Enterprise
Not enough data available
MindTouch
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.1
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
MindTouch
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.0
Interaction
Web Portals
KANA Enterprise
Not enough data available
MindTouch
8.8
Oracle Service Cloud (formerly RightNow)
7.9
Forum to Reponse
KANA Enterprise
Not enough data available
MindTouch
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
KANA Enterprise
Not enough data available
MindTouch
8.0
Oracle Service Cloud (formerly RightNow)
8.3
Live Chat
KANA Enterprise
Not enough data available
MindTouch
8.1
Oracle Service Cloud (formerly RightNow)
8.1

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
18.4%
6.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
59.2%
32.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
22.4%
61.0%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
MindTouch
Small-Business
18.4%
Mid-Market
59.2%
Enterprise
22.4%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%

Reviewers' Industry

 
Information Technology and Services
18.8%
Computer Software
36.4%
Information Technology and Services
16.9%
 
Telecommunications
12.5%
Information Technology and Services
16.7%
Retail
14.4%
 
Retail
12.5%
Financial Services
7.6%
Computer Software
8.5%
 
Outsourcing/Offshoring
12.5%
Telecommunications
6.1%
Financial Services
5.9%
 
Insurance
12.5%
Internet
4.5%
Pharmaceuticals
3.4%
 
Other
31.3%
Other
28.8%
Other
50.8%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
MindTouch
Computer Software
36.4%
Information Technology and Services
16.7%
Financial Services
7.6%
Telecommunications
6.1%
Internet
4.5%
Other
28.8%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
16.9%
Retail
14.4%
Computer Software
8.5%
Financial Services
5.9%
Pharmaceuticals
3.4%
Other
50.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Charity D.
Industry Analyst / Tech Writer in Computer Software

We converted an entire documentation set from old-school FrameMaker-based PDFs to Mindtouch online help in less than a month. In the old tech writing world, this scheme would be laughably "impossible." Having previously worked in many Content Managements...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

G2 User

Mindtouch support. Mindtouch price-performance ratio. Mindtouch promises, not kept. Dekiscript. Templates overwritten. Mindtouch prices.

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

 
KANA Enterprise
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

MindTouch
Most Helpful Favorable Review
Charity D.
Industry Analyst / Tech Writer in Computer Software

We converted an entire documentation set from old-school FrameMaker-based PDFs to Mindtouch online help in less than a month. In the old tech writing world, this scheme would be laughably "impossible." Having previously worked in many Content Managements...

Most Helpful Critical Review
G2 User

Mindtouch support. Mindtouch price-performance ratio. Mindtouch promises, not kept. Dekiscript. Templates overwritten. Mindtouch prices.

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Screenshots

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KANA Enterprise
No screenshots provided
Oracle Service Cloud (formerly RightNow)

Videos

 No videos providedNo videos provided

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

KANA Enterprise
No videos provided
MindTouch
No videos provided
Oracle Service Cloud (formerly RightNow)

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Downloads

 No downloads providedNo downloads provided
KANA Enterprise
No downloads provided
MindTouch
No downloads provided
Oracle Service Cloud (formerly RightNow)
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