# Medallia Customer Experience vs Oracle Service Cloud (formerly RightNow) Comparison

| | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 3.9 out of 5 | 
| **Total Reviews** | 210 | 134 | 
| **Largest Market Segment** | Enterprise (68.4% of reviews) | Enterprise (57.7% of reviews) | 
| **Entry Level Price** | Contact Us Per Year | No pricing available | 

---
## Top Pros & Cons

### Medallia Customer Experience

Pros:
- Feedback Management (17 reviews)
- Helpful (16 reviews)

Cons:
- Learning Curve (6 reviews)
- Limitations (6 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 | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
  | **Meets Requirements** | 8.7 (153 reviews) | 8.3 (94 reviews) | 
  | **Ease of Use** | 8.7 (163 reviews) | 7.9 (93 reviews) | 
  | **Ease of Setup** | 7.4 (118 reviews) | 6.8 (66 reviews) | 
  | **Ease of Admin** | 7.7 (85 reviews) | 7.3 (67 reviews) | 
  | **Quality of Support** | 8.6 (136 reviews) | 7.4 (87 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (89 reviews) | 7.5 (65 reviews) | 
  | **Product Direction (% positive)** | 9.5 (147 reviews) | 6.6 (90 reviews) | 

---
## Pricing

### Medallia Customer Experience

#### Entry-Level Pricing

Plan: Medallia Experience Cloud

Price: Contact Us Per Year

Key Features:
- Medallia Experience Cloud

[Learn more about Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews)

#### Free Trial

Yes

### 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 |
|---|---|---|
| **Medallia Customer Experience** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 |

#### Ticket and Case Management

| Feature | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Medallia Customer Experience** | 8.1/10 | 74 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Analytics

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Net Promoter Score (NPS)** | 9.4 (57 reviews) | Not enough data | 
| **Customer Satisfaction (CSAT) Score** | 9.2 (55 reviews) | Not enough data | 
| **Customer Effort Score (CES)** | 8.7 (49 reviews) | Not enough data | 
| **Gamification** | 6.1 (44 reviews) | Not enough data | 

#### Customization

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Stakeholder Management** | 8.6 (53 reviews) | Not enough data | 
| **Multilanguage Support** | 7.9 (46 reviews) | Not enough data | 
| **Multiple Branding Support** | 8.6 (45 reviews) | Not enough data | 
| **Vertical-specific Solutions** | 8.3 (45 reviews) | Not enough data | 

#### Generative AI

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 6.5 (25 reviews) | Not enough data | 
| **AI Text Summarization** | 6.5 (25 reviews) | Not enough data | 

#### Agentic AI - Experience Management

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | 8.7 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 8.3 (5 reviews) | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Medallia Customer Experience** | 8.1/10 | 59 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Feedback Management

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Tagging** | 8.3 (44 reviews) | Not enough data | 
| **Segmentation** | 8.4 (42 reviews) | Not enough data | 
| **Custom Reports and Dashboards** | 8.4 (50 reviews) | Not enough data | 

#### Feedback Analysis

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Thematic Analysis** | 8.1 (48 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.4 (50 reviews) | Not enough data | 
| **NPS/CSAT Scoring** | 9.3 (50 reviews) | Not enough data | 

#### Feedback Sources

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Online Reviews** | 8.3 (38 reviews) | Not enough data | 
| **Surveys** | 9.2 (48 reviews) | Not enough data | 
| **Social Media** | 7.2 (35 reviews) | Not enough data | 
| **Customer Service Channels** | 8.2 (38 reviews) | Not enough data | 

#### Generative AI

| Feature | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **AI Text Generation** | 6.7 (22 reviews) | Not enough data | 
| **AI Text Summarization** | 6.5 (24 reviews) | Not enough data | 

### Live Chat

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

#### Generative AI

| Feature | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 |
|---|---|---|
| **Medallia Customer Experience** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |

#### Generative AI

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

#### Self-Service Experience

| Feature | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 |
|---|---|---|
| **Medallia Customer Experience** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |

#### Generative AI

| Feature | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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 | Medallia Customer Experience | 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) | 

### Digital Customer Service Platforms

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

#### Generative AI

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

---
## Categories

**Unique to Medallia Customer Experience (2):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Experience Management Software](https://www.g2.com/categories/experience-management)

**Unique to Oracle Service Cloud (formerly RightNow) (5):** [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Medallia Customer Experience | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Small-Business** | 9.8% | 4.5% | 
| **Mid-Market** | 21.8% | 37.8% | 
| **Enterprise** | 68.4% | 57.7% | 

### By Industry

#### Medallia Customer Experience

- **Hospitality:** 13.7%
- **Financial Services:** 11.1%
- **Information Technology and Services:** 7.4%
- **Retail:** 6.8%
- **Insurance:** 5.8%
- **Automotive:** 5.3%
- **Telecommunications:** 5.3%
- **Health, Wellness and Fitness:** 3.7%
- **Banking:** 3.2%
- **Consumer Goods:** 2.1%
- **Other:** 35.8%

#### 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

### Medallia Customer Experience

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/medallia-customer-experience-vs-oracle-service-cloud-formerly-rightnow)