Compare LiveAgent vs Oracle Service Cloud (formerly RightNow)

See this
comparison of LiveAgent vs. Oracle Service Cloud (formerly RightNow)
based on data from user reviews. LiveAgent rates 4.5/5 stars with 997 reviews. Oracle Service Cloud (formerly RightNow) rates 3.8/5 stars with 86 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
All-inclusive
$39/month
User Seat
 
Ticket+Chat
$29/month
User Seat
 
Ticket
$15/month
User Seat
 
Free Trial
Free Trial Unavailable
LiveAgent
All-inclusive
$39/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Ticket
$15/monthUser Seat
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.8
8.1
Ease of Use
Ease of Use
9.0
7.7
Ease of Setup
Ease of Setup
8.7
6.8
Ease of Admin
Ease of Admin
8.9
7.3
Quality of Support
Quality of Support
9.1
7.2
Ease of Doing Business With
Ease of Doing Business With
9.1
7.3
Product Direction (% positive)
Product Direction (% positive)
9.0
5.8
Meets Requirements
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.1
Ease of Use
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Setup
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.3
Quality of Support
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
7.2
Ease of Doing Business With
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
7.3
Product Direction (% positive)
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
5.8

Features

Ticket and Case Management
Ticket creation user experience
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.8
Ticket response user experience
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.3
Workflow
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Response Automation
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.6
SLA Management
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
7.4
Attachments/Screencasts
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.2
Ticket Collaboration
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.6
Knowledge Share
Knowledge Base
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
7.1
Interactive FAQs & Forums
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.0
Communication
Pop-up Chat
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
8.4
Notifications
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.3
Targeted Emails
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.7
In-App Messaging
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.3
Process
Mentions
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Tickets
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
8.1
Macros
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
Not enough data available
Collaboration
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.3
Interaction
Web Portals
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
7.9
Forum to Reponse
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.3
Live Chat
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
8.1
Internal Use
Customization
LiveAgent
8.5
Oracle Service Cloud (formerly RightNow)
8.1
Conversation Archiving
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
8.5
Lead Development
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.7
Knowledge Base
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Team Inbox
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.3
Customer Profiles
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.1
Channels
Email
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
7.8
Social
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
6.4
Live Chat
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
8.3
Phone
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
7.1
Text
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Insight
Surveys
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.1
Reporting
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.8
Visitor Activity
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
7.4
Help Desk
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
7.7
Communication Channels
Customer Portal
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.5
Email to Case
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.8
Chat/Live Support
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.1
Social Integration
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
6.5
Call Center
Make, Receive, and Record Calls
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Customer and Contacts Database
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
7.9
Products and Version Tracking
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
7.7
Call Scripting
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
7.9
Interactive Voice Response (IVR)
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.6
Self Service/Community
Forums
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
9.0
Knowledge Base
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
8.6
Ideas/Feedback
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.0
Q&A
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.3
Reporting & Analytics
Social Monitoring
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
6.7
Reporting
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
7.3
Dashboards
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
7.5
Platform
Mobile User Support
LiveAgent
8.0
Oracle Service Cloud (formerly RightNow)
7.9
ITIL Compliance
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Customization
LiveAgent
8.5
Oracle Service Cloud (formerly RightNow)
8.1
User, Role, and Access Management
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.0
Internationalization
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.2
Performance & Reliability
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
7.9
Integration APIs
LiveAgent
8.5
Oracle Service Cloud (formerly RightNow)
7.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
62.1%
6.0%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
24.6%
32.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
13.3%
61.4%
LiveAgent
Small-Business
62.1%
Mid-Market
24.6%
Enterprise
13.3%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.0%
Mid-Market
32.5%
Enterprise
61.4%

Reviewers' Industry

 
Information Technology and Services
12.5%
Information Technology and Services
16.8%
 
Computer Software
7.4%
Retail
14.3%
 
Internet
5.5%
Computer Software
8.4%
 
Retail
4.5%
Financial Services
5.9%
 
Marketing and Advertising
4.1%
Pharmaceuticals
3.4%
 
Other
66.0%
Other
51.3%
LiveAgent
Information Technology and Services
12.5%
Computer Software
7.4%
Internet
5.5%
Retail
4.5%
Marketing and Advertising
4.1%
Other
66.0%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
16.8%
Retail
14.3%
Computer Software
8.4%
Financial Services
5.9%
Pharmaceuticals
3.4%
Other
51.3%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

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 Environmental Services

I dislike the fact that the system does not have some of the most basic features such as spell check. You also cannot respond to internal transfers very easily. I have to switch to a completely different platform for any questions I may need to ask when I...

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.

 
LiveAgent
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Most Helpful Critical Review
G2 User in Environmental Services

I dislike the fact that the system does not have some of the most basic features such as spell check. You also cannot respond to internal transfers very easily. I have to switch to a completely different platform for any questions I may need to ask when I...

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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Oracle Service Cloud (formerly RightNow)

Videos

 

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

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.

LiveAgent

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

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.

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