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# Oracle Service Cloud (formerly RightNow) vs eGain Chat Comparison - What are their main differences?

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OracleeGain Chat[+ Add Product](#)

Reviews

**Oracle Service Cloud (formerly RightNow)**[

3.9/5(134)

](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews#reviews)

**eGain Chat** [

4/5(10)

](https://www.g2.com/products/egain-chat/reviews#reviews)

Pricing

**Oracle Service Cloud (formerly RightNow)**
No pricing available

**eGain Chat**
Free Trial

No pricing available

**Pricing Insights**
from reviews

Time to Implement

**Oracle Service Cloud (formerly RightNow)**
6 months

Based on 13 responses

**eGain Chat**
Not enough reviews yet

Return on Investment

**Oracle Service Cloud (formerly RightNow)**
23 months

Based on 7 responses

**eGain Chat**
Not enough reviews yet

Perceived Cost

**Oracle Service Cloud (formerly RightNow)**
$$$$$

**eGain Chat**
Not enough reviews yet

Average Discount

**Oracle Service Cloud (formerly RightNow)**
Not enough reviews yet

**eGain Chat**
Not enough reviews yet

 ![Oracle Service Cloud (formerly RightNow)](https://images.g2crowd.com/uploads/product/hd_favicon/1501620145/oracle-service-cloud-formerly-rightnow.svg "Oracle Service Cloud (formerly RightNow)")

 ![eGain Chat](https://images.g2crowd.com/uploads/product/hd_favicon/33c62430b4b4effd1832eb1170c50a0a/egain-chat.svg "eGain Chat")

G2 offers free advice on this comparison.

Chat with an expert

How do we contact you?

 ![](/assets/advisor_router/text_message-df41c2977e57ce19bdccb768c56510d9fa9182b581f7903660ca57fd8634bf09.svg)Text Message

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Who do you want to talk with?

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 ![](/assets/advisor_router/human-26a980d7eed0089d422337af1b2588329a59f3fec5a0eff6d1b43312553d4c7b.svg)Human

Pros & Cons

**Oracle Service Cloud (formerly RightNow)**
[
Ease of Use (2)
](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?filters%5Bsentiment_snippet%5D=1907154&qs=pros-and-cons#reviews)[
Automation (1)
](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?filters%5Bsentiment_snippet%5D=2217202&qs=pros-and-cons#reviews)[
Bugs (1)
](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?filters%5Bsentiment_snippet%5D=1907142&qs=pros-and-cons#reviews)[
Contact Management (1)
](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?filters%5Bsentiment_snippet%5D=2217095&qs=pros-and-cons#reviews)

**eGain Chat**
Not enough data

Screenshots

**Oracle Service Cloud (formerly RightNow)**
 ![Oracle Service Cloud (formerly RightNow) screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/66486/expirable-direct-uploads_2Fd916b6aa-0b03-423a-baa4-5319d417af5b_2FSS_WebSelfService.jpg)

**eGain Chat**
No screenshot available

Ratings

Meets Requirements

**Oracle Service Cloud (formerly RightNow)**

8.3

8.394

**eGain Chat**

9.3

9.39

Ease of Use

**Oracle Service Cloud (formerly RightNow)**

7.9

7.993

**eGain Chat**

9.8

9.89

Ease of Setup

**Oracle Service Cloud (formerly RightNow)**

6.8

6.866

**eGain Chat**
Not enough data

Ease of Admin

**Oracle Service Cloud (formerly RightNow)**

7.3

7.367

**eGain Chat**
Not enough data

Quality of Support

**Oracle Service Cloud (formerly RightNow)**

7.4

7.487

**eGain Chat**

9.6

9.68

Has the product been a good partner in doing business?

**Oracle Service Cloud (formerly RightNow)**

7.5

7.565

**eGain Chat**
Not enough data

Product Direction (% positive)

**Oracle Service Cloud (formerly RightNow)**

6.6

6.690

**eGain Chat**

10.0

10.08

Features

Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);)

8.2

68

Not enough data

Ticket and Case Management

Ticket Creation User Experience

8.8(won by default)

31

|

Verified

Not enough data

Ticket Response User Experience

8.4(won by default)

31

|

Verified

Not enough data

Workflow

8.2(won by default)

30

|

Verified

Not enough data

Automated Response

8.7(won by default)

29

|

Verified

Not enough data

Service Level Agreement (SLA) Management

7.6(won by default)

29

Not enough data

Attachments/Screencasts

8.3(won by default)

29

Not enough data

Ticket Collaboration

8.8(won by default)

30

Not enough data

Customer/Contact Database

8.1(won by default)

27

|

Verified

Not enough data

Workflow Management

Not enough data

Not enough data

Knowledge Base Management

Not enough data

Not enough data

Ticket Management

Not enough data

Not enough data

Call Center Management

Not enough data

Not enough data

Queue Management

Not enough data

Not enough data

Inbox Management

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Generative AI

Not enough data

Not enough data

Agentic AI - Help Desk

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

Customer Portal

8.6(won by default)

29

|

Verified

Not enough data

Email to Case

8.9(won by default)

29

|

Verified

Not enough data

Live Chat Support

8.3(won by default)

28

|

Verified

Not enough data

Social Media Integration

7.0(won by default)

16

Not enough data

Voice

8.3(won by default)

19

Not enough data

Video Chat

Not enough data

Not enough data

Platform

Mobile User Support

8.2(won by default)

10

|

Verified

Not enough data

Customization 

8.0(won by default)

41

|

Verified

Not enough data

User, Role, and Access Management

8.0(won by default)

23

|

Verified

Not enough data

Third-Party Integrations

7.7(won by default)

20

|

Verified

Not enough data

Reporting

7.6(won by default)

29

|

Verified

Not enough data

Activity Dashboard

7.6(won by default)

29

|

Verified

Not enough data

Mobile Access

Not enough data

Not enough data

Additional Functionality

Automated Routing

Not enough data

Not enough data

Chatbot

Not enough data

Not enough data

Reporting & Statistics

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Gamification

Not enough data

Not enough data

Conversation Intelligence

Not enough data

Not enough data

Customizable Fields

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Key Performance Indicators

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Voice Recognition

Not enough data

Not enough data

Live Chat

Not enough data

Not enough data

Task Automation

Not enough data

Not enough data

IVR

Not enough data

Not enough data

Language Detection

Not enough data

Not enough data

Multiple Data Sources

Not enough data

Not enough data

Predictive Analytics

Not enough data

Not enough data

API

Not enough data

Not enough data

Alerts/Escalation

Not enough data

Not enough data

Data Security

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

Prioritization

Not enough data

Not enough data

Secure Data Storage

Not enough data

Not enough data

Macros/Templated Responses

Not enough data

Not enough data

Performance Metrics

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Mobile App

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Access Controls/Permissions

Not enough data

Not enough data

Email Templates

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Automated Responses

Not enough data

Not enough data

Data Import/Export

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Workflow Automation

Not enough data

Not enough data

Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);)

8.2

62

Not enough data

Generative AI

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

Generative AI

Not enough data

Not enough data

Communication

Pop-up Chat

8.5(won by default)

30

|

Verified

Not enough data

Notifications

8.1(won by default)

30

|

Verified

Not enough data

Targeted Emails

8.8(won by default)

22

|

Verified

Not enough data

In-App Messaging

8.4(won by default)

15

|

Verified

Not enough data

Co-Browsing

Not enough data

Not enough data

Real-Time Notifications

Not enough data

Not enough data

Real-time Consumer-facing Chat

Not enough data

Not enough data

 Internal Use

Customization 

8.0(won by default)

41

|

Verified

Not enough data

Conversation Archiving

8.7(won by default)

29

|

Verified

Not enough data

Lead Development

7.9(won by default)

16

Not enough data

Knowledge Base

8.0(won by default)

32

|

Verified

Not enough data

Team Inbox 

8.4(won by default)

23

|

Verified

Not enough data

Customer Profiles

8.1(won by default)

32

|

Verified

Not enough data

Additional Functionality

Real-Time Analytics

Not enough data

Not enough data

Email Management

Not enough data

Not enough data

API

Not enough data

Not enough data

Single Sign On

Not enough data

Not enough data

Search/Filter

Not enough data

Not enough data

Collaboration Tools

Not enough data

Not enough data

Third-Party Integrations

Not enough data

Not enough data

Activity Dashboard

Not enough data

Not enough data

Canned Responses

Not enough data

Not enough data

Surveys & Feedback

Not enough data

Not enough data

Reporting/Analytics

Not enough data

Not enough data

Transfers/Routing

Not enough data

Not enough data

Geotargeting

Not enough data

Not enough data

Interaction Tracking

Not enough data

Not enough data

CRM

Not enough data

Not enough data

Transcripts/Chat History

Not enough data

Not enough data

Document Storage

Not enough data

Not enough data

Screen Sharing

Not enough data

Not enough data

Contact Management

Not enough data

Not enough data

Autoresponders

Not enough data

Not enough data

Multi-Channel Communication

Not enough data

Not enough data

Mobile Access

Not enough data

Not enough data

AI Copilot

Not enough data

Not enough data

Offline Form

Not enough data

Not enough data

Real-Time Monitoring

Not enough data

Not enough data

Support Ticket Management

Not enough data

Not enough data

File Sharing

Not enough data

Not enough data

Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);)

8.0

65

Not enough data

Generative AI

AI Text Summarization

Not enough data

Not enough data

Self-Service Experience

Knowledge Base

8.3(won by default)

43

Not enough data

Searchable Articles

8.0(won by default)

40

Not enough data

Community Forums

7.8(won by default)

24

Not enough data

Mobile Optimization

Not enough data

Not enough data

Personalization

Not enough data

Not enough data

Self-Service Platform

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

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[Hide 14 FeaturesShow 14 Features](javascript:void(0);)

8.2

25

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

Process

Mentions

7.7(won by default)

11

Not enough data

Tickets

8.2(won by default)

14

Not enough data

Macros

8.0(won by default)

10

Not enough data

Channels

Email

8.2(won by default)

16

Not enough data

Social

7.4(won by default)

13

Not enough data

Live Chat

8.7(won by default)

13

Not enough data

Phone

7.8(won by default)

15

Not enough data

Text

8.8(won by default)

10

Not enough data

Insight

Surveys

8.1(won by default)

14

Not enough data

Reporting

8.7(won by default)

15

Not enough data

Visitor Activity

7.9(won by default)

14

Not enough data

Help Desk

8.4(won by default)

15

Not enough data

Show 1 feature category with incomplete data

Digital Customer Service Platforms[Hide 2 FeaturesShow 2 Features](javascript:void(0);)

Not enough data

Not enough data

Generative AI

AI Text Generation

Not enough data

Not enough data

AI Text Summarization

Not enough data

Not enough data

User Insights

Reviewers' Company Size

[![Oracle Service Cloud (formerly RightNow)](https://images.g2crowd.com/uploads/product/hd_favicon/1501620145/oracle-service-cloud-formerly-rightnow.svg "Oracle Service Cloud (formerly RightNow)")](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews)

Oracle Service Cloud (formerly RightNow)

Small-Business(50 or fewer emp.)

4.5%

Mid-Market(51-1000 emp.)

37.8%

Enterprise(\> 1000 emp.)

57.7%

[![eGain Chat](https://images.g2crowd.com/uploads/product/hd_favicon/33c62430b4b4effd1832eb1170c50a0a/egain-chat.svg "eGain Chat")](https://www.g2.com/products/egain-chat/reviews)

eGain Chat

Small-Business(50 or fewer emp.)

10.0%

Mid-Market(51-1000 emp.)

20.0%

Enterprise(\> 1000 emp.)

70.0%

Small-Business

(50 or fewer emp.)

4.5%

10.0%

Mid-Market

(51-1000 emp.)

37.8%

20.0%

Enterprise

(\> 1000 emp.)

57.7%

70.0%

Reviewers' Industry

[![Oracle Service Cloud (formerly RightNow)](https://images.g2crowd.com/uploads/product/hd_favicon/1501620145/oracle-service-cloud-formerly-rightnow.svg "Oracle Service Cloud (formerly RightNow)")](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews)
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%

Other

56.6%

[![eGain Chat](https://images.g2crowd.com/uploads/product/hd_favicon/33c62430b4b4effd1832eb1170c50a0a/egain-chat.svg "eGain Chat")](https://www.g2.com/products/egain-chat/reviews)
eGain Chat

Computer Networking

20.0%

Medical Devices

10.0%

Internet

10.0%

Insurance

10.0%

Consumer Services

10.0%

Other

40.0%

FAQs

## Oracle vs eGain Chat FAQs

Generated using AI

Last updated: August 17, 2026

### What is the difference between eGain Chat vs Oracle?

eGain Chat stands out for its higher Ease of Use and Quality of Support scores, while Oracle is noted for its robust customization and integration capabilities.

| [eGain Chat](https://www.g2.com/products/egain-chat/reviews) | [Oracle](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews) |
| --- | --- |
| 4.0/5 (10 reviews) | 3.9/5 (134 reviews) |
| — | Enterprise |
| — | 6.8 |
| 9.6 | 7.4 |
| Immediacy of response and user-friendly interface | Customization and integration capabilities |

### How do the pricing models of eGain Chat and Oracle compare?

eGain Chat is rated higher for value, with reviewers expressing greater satisfaction with its cost relative to Oracle.

- **eGain Chat:** Reviewers highlight eGain Chat as an excellent application that improves client experience and brand perception, with no significant cost-related complaints in recent reviews.
- **Oracle:** Reviewers note Oracle Service Cloud as cost-effective and beneficial for consolidating services, but mention complexity in setup and configuration as a trade-off.

### What are the best alternatives to eGain Chat and Oracle?

The top three alternatives to eGain Chat and Oracle are Agentforce Service, Zendesk for Customer Service, and Freshdesk.

| Product | G2 Rating (reviews) | Largest Segment | Pricing Insight | Top Reviewer-Cited Strength |
| --- | --- | --- | --- | --- |
| [eGain Chat](https://www.g2.com/products/egain-chat/reviews) | 4.0/5 (10 reviews) | — | — | Immediacy of response and user-friendly interface |
| [Oracle](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews) | 3.9/5 (134 reviews) | Enterprise | Cost-effective for cloud services | Customization and integration capabilities |
| [Agentforce Service](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) | 4.4/5 (7359 reviews) | Mid-Market | — | — |
| [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) | 4.3/5 (7035 reviews) | Mid-Market | — | — |
| [Freshdesk](https://www.g2.com/products/freshdesk/reviews) | 4.4/5 (3762 reviews) | Small-Business | — | — |

### Which Live Chat features should I prioritize when comparing eGain Chat and Oracle?

Buyers should prioritize Ease of Use, Quality of Support, Customization, Integration, and Reporting when comparing eGain Chat and Oracle.

- **Ease of Use:** eGain Chat scores 9.8, Oracle scores 7.9.
- **Quality of Support:** eGain Chat scores 9.6, Oracle scores 7.4.
- **Customization:** Oracle is frequently cited for its robust customization capabilities in recent reviews; eGain Chat receives limited customization feedback.
- **Integration:** Oracle is highlighted for integration with other products and APIs; eGain Chat receives positive but less frequent mentions.
- **Reporting:** Oracle reviewers mention robust reporting and analytics, while eGain Chat is noted for basic analytics and audit trails.

### What are the pros and cons of eGain Chat vs Oracle?

eGain Chat's headline strength is its immediacy and user-friendly interface, while Oracle's is its extensive customization and integration capabilities.

- **eGain Chat strengths:** Immediacy of response, user-friendly interface, strong analytics, and audit trails.
- **eGain Chat trade-offs:** Limited customization, system slowdowns with multiple chats, and occasional glitches.
- **Oracle strengths:** Customization, integration with other products, robust reporting, and multi-channel management (Ease of Use: 2 all-time mentions, Automation: 1, Call Management: 1, Case Management: 1, Channel Management: 1).
- **Oracle trade-offs:** Complexity in setup and configuration, occasional bugs and technical issues (Bugs: 1, Software Glitches: 1, Technical Issues: 1), and a steeper learning curve.

### Is eGain Chat or Oracle better for small businesses?

Freshdesk is the top alternative for small businesses, but between eGain Chat and Oracle, eGain Chat is better suited for small-business needs.

- **eGain Chat:** No largest segment data, but reviewers highlight ease of use and fast setup as benefits for smaller teams.
- **Oracle:** Largest segment is Enterprise, and reviewers note complexity and a steeper learning curve, making it less ideal for small businesses.

### Which Live Chat platform has better integrations?

Oracle is favored for integrations, with reviewers citing its extensive integration and API capabilities.

- **eGain Chat:** Reviewers mention analytics and audit trail features, but do not highlight specific third-party integrations.
- **Oracle:** Reviewers cite integration with CRM, CMS, and telephony services, as well as robust API offerings for custom integrations.

### How do eGain Chat and Oracle compare on customer support?

eGain Chat leads Oracle on Quality of Support by a margin of 2.2 points (9.6 vs 7.4), a material difference.

- **eGain Chat:** Reviewers consistently praise the support team for responsiveness and helpfulness, with multiple perfect scores (7.0) in recent reviews.
- **Oracle:** Reviewers note generally good support, but mention variability and the need for dedicated training and workshops to maximize value.

### Which is easier to implement, eGain Chat or Oracle?

Oracle and eGain Chat are at parity on Ease of Setup, with Oracle scoring 6.8 and eGain Chat lacking a published score.

- **eGain Chat:** Reviewers describe setup as straightforward and fast, with ease of use highlighted as a benefit for new users.
- **Oracle:** Reviewers report a complex initial setup and configuration process, but also note that setup can be efficient with proper planning and training.

### Which product has better Email?

Oracle is favored for Email, with reviewers highlighting its robust email management and integration features.

- **eGain Chat:** Reviewers note that live chat is preferred over email for immediacy, but do not highlight advanced email features.
- **Oracle:** Reviewers cite integrated email management, predefined communication emails, and scripts as key strengths for handling customer interactions via email.

Alternatives

**Oracle Service Cloud (formerly RightNow) Alternatives**

 ![Salesforce Service Cloud](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Salesforce Service Cloud")

[
Salesforce Service Cloud
](/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

 ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")

[
Zendesk for Customer Service
](/products/zendesk-for-customer-service/reviews)

 ![Kustomer](https://images.g2crowd.com/uploads/product/hd_favicon/549a61e64a7f54024fa731bd899ce6f7/kustomer.svg "Kustomer")

[
Kustomer
](/products/kustomer/reviews)

 ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk")

[
Freshdesk
](/products/freshdesk/reviews)

**eGain Chat Alternatives**

 ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service")

[
Zendesk for Customer Service
](/products/zendesk-for-customer-service/reviews)

 ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk")

[
Freshdesk
](/products/freshdesk/reviews)

 ![Salesforce Service Cloud](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Salesforce Service Cloud")

[
Salesforce Service Cloud
](/products/agentforce-service-formerly-salesforce-service-cloud/reviews)

 ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX")

[
Genesys Cloud CX
](/products/genesys-cloud-cx/reviews)

## Oracle Service Cloud (formerly RightNow) vs eGain Chat

- Reviewers felt that eGain Chat meets the needs of their business better than Oracle Service Cloud (formerly RightNow).
- When comparing quality of ongoing product support, reviewers felt that eGain Chat is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of eGain Chat over Oracle Service Cloud (formerly RightNow).