# Oracle Service Cloud (formerly RightNow) vs Sprout Social Comparison --- ## AI Generated Summary - **G2 reviewers report** that Sprout Social excels in user-friendliness, with many users highlighting its intuitive interface and easy setup process. One user mentioned, "I would definitely recommend it to others" due to its straightforward onboarding experience. - **Users say** that Oracle Service Cloud offers robust customer service capabilities, particularly its comprehensive ticketing system. Reviewers appreciate its ability to integrate seamlessly with other products, which enhances overall customer support management. - **According to verified reviews** , Sprout Social stands out for its social media management features, particularly its ability to centralize messages into one inbox. Users find this functionality invaluable for planning and managing their social media platforms effectively. - **Reviewers mention** that while Oracle Service Cloud has a user-friendly interface, some feel it lacks certain features needed for specific workflows. One user noted, "It is easy to understand and use on a daily basis," but also pointed out that it doesn't incorporate all items needed all in one. - **G2 reviewers highlight** Sprout Social's strong analytics capabilities, with users loving the "analytics all in one place" feature. This functionality not only simplifies reporting but also enhances the quality of social media management by reducing errors. - **Users report** that Oracle Service Cloud has been a significant evolution in managing customer service processes, particularly for organizations transitioning from manual systems. One user emphasized its role in digitizing processes, showcasing its effectiveness in improving operational efficiency. | | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Star Rating** | 3.9 out of 5 | 4.4 out of 5 | | **Total Reviews** | 134 | 6,588 | | **Largest Market Segment** | Enterprise (57.7% of reviews) | Small-Business (44.7% of reviews) | | **Entry Level Price** | No pricing available | Starting at $79.00 1 user/per month (billed annually) | --- ## Top Pros & Cons ### Oracle Service Cloud (formerly RightNow) Pros: - Ease of Use (2 reviews) - Automation (1 reviews) Cons: - Bugs (1 reviews) - Contact Management (1 reviews) ### Sprout Social Pros: - Ease of Use (1875 reviews) - Post Scheduling (1233 reviews) Cons: - Missing Features (749 reviews) - Limited Features (548 reviews) --- ## Ratings Comparison | Rating | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Meets Requirements** | 8.3 (94 reviews) | 8.5 (5563 reviews) | | **Ease of Use** | 7.9 (93 reviews) | 8.8 (5628 reviews) | | **Ease of Setup** | 6.8 (66 reviews) | 8.7 (3974 reviews) | | **Ease of Admin** | 7.3 (67 reviews) | 8.8 (2309 reviews) | | **Quality of Support** | 7.4 (87 reviews) | 8.6 (4970 reviews) | | **Has the product been a good partner in doing business?** | 7.5 (65 reviews) | 8.7 (2273 reviews) | | **Product Direction (% positive)** | 6.6 (90 reviews) | 8.9 (5431 reviews) | --- ## Pricing ### Oracle Service Cloud (formerly RightNow) #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Sprout Social #### Entry-Level Pricing Plan: Essentials Price: Starting at $79.00 1 user/per month (billed annually) Description: Created for social media professionals focused on simplifying publishing workflows. Key Features: - Connect up to 5 social profiles - Increase your visibility with optimal send times - Track performance with profile and post-level reporting [Browse all 5 editions](https://www.g2.com/products/sprout-social/pricing) #### Free Trial Yes --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 | | **Sprout Social** | N/A | N/A | #### Ticket and Case Management | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Ticket creation user experience** | 8.8 (31 reviews) ✓ Verified | Not enough data | | **Ticket response user experience** | 8.4 (31 reviews) ✓ Verified | Not enough data | | **Workflow** | 8.2 (30 reviews) ✓ Verified | Not enough data | | **Response Automation** | 8.7 (29 reviews) ✓ Verified | Not enough data | | **SLA Management** | 7.6 (29 reviews) | Not enough data | | **Attachments/Screencasts** | 8.3 (29 reviews) | Not enough data | | **Ticket Collaboration** | 8.8 (30 reviews) | Not enough data | | **Customer and Contacts Database** | 8.1 (27 reviews) ✓ Verified | Not enough data | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **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 | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Customer Portal** | 8.6 (29 reviews) ✓ Verified | Not enough data | | **Email to Case** | 8.9 (29 reviews) ✓ Verified | Not enough data | | **Chat/Live Support** | 8.3 (28 reviews) ✓ Verified | Not enough data | | **Social Integration** | 7.0 (16 reviews) | Not enough data | | **Voice** | 8.3 (19 reviews) | Not enough data | #### Platform | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Mobile User Support** | 8.2 (10 reviews) ✓ Verified | Not enough data | | **Customization ** | 8.0 (41 reviews) ✓ Verified | Not enough data | | **User, Role, and Access Management** | 8.0 (23 reviews) ✓ Verified | Not enough data | | **Integration** | 7.7 (20 reviews) ✓ Verified | Not enough data | | **Reporting** | 7.6 (29 reviews) ✓ Verified | Not enough data | | **Dashboards** | 7.6 (29 reviews) ✓ Verified | Not enough data | ### Social Media Analytics | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **Sprout Social** | 7.3/10 | 3716 | #### Social Analytics | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Competitor Analysis** | Not enough data | 7.7 (2986 reviews) | | **Follower Analysis** | Not enough data | 7.8 (3158 reviews) | | **Post Performance** | Not enough data | 8.8 (3405 reviews) | | **Paid Campaign Tracking** | Not enough data | 7.2 (2602 reviews) | | **Attribution** | Not enough data | 7.0 (2605 reviews) | | **Hashtag Analytics** | Not enough data | 7.3 (2369 reviews) | | **Sentiment Analysis** | Not enough data | 7.1 (2309 reviews) | #### Reports & Dashboards | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Report Customizability** | Not enough data | 8.1 (3248 reviews) | | **Report Exporting** | Not enough data | 8.5 (3280 reviews) | | **Scalability** | Not enough data | 8.5 (3167 reviews) | | **White Label** | Not enough data | Feature Not Available | #### Agentic AI - Social Media Analytics | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Autonomous Task Execution** | Not enough data | 6.2 (891 reviews) | | **Cross-system Integration** | Not enough data | 6.3 (891 reviews) | | **Adaptive Learning** | Not enough data | 6.2 (878 reviews) | | **Proactive Assistance** | Not enough data | 6.3 (886 reviews) | | **Decision Making** | Not enough data | 6.3 (889 reviews) | ### Social Media Management | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **Sprout Social** | 7.5/10 | 4780 | #### Content & Collaboration | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Content Calendar** | Not enough data | 8.9 (3245 reviews) | | **Content Library** | Not enough data | 7.9 (2931 reviews) | | **Shared Inbox** | Not enough data | 8.2 (3040 reviews) | | **Approval Workflows** | Not enough data | 8.0 (2921 reviews) | | **Users and Permissions** | Not enough data | 8.3 (3021 reviews) | | **Content Creation** | Not enough data | Feature Not Available | #### Social Management | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Social Analytics** | Not enough data | 8.6 (4455 reviews) | | **Social Publishing** | Not enough data | 8.9 (4511 reviews) | | **Campaign Optimization** | Not enough data | 8.1 (3841 reviews) | | **Social Engagement** | Not enough data | 8.5 (4279 reviews) | | **Social Ads** | Not enough data | Feature Not Available | | **Campaign Planning** | Not enough data | 7.9 (2922 reviews) | | **Hashtag Capabilites** | Not enough data | 7.5 (2504 reviews) | #### Agentic AI - Social Media Management | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Autonomous Task Execution** | Not enough data | 6.2 (1062 reviews) | | **Multi-step Planning** | Not enough data | 6.4 (1053 reviews) | | **Cross-system Integration** | Not enough data | 6.6 (1073 reviews) | | **Adaptive Learning** | Not enough data | 6.5 (1046 reviews) | | **Natural Language Interaction** | Not enough data | 6.4 (1035 reviews) | | **Proactive Assistance** | Not enough data | 6.4 (1036 reviews) | | **Decision Making** | Not enough data | 6.5 (1035 reviews) | ### Social Media Listening Tools | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **Sprout Social** | 7.4/10 | 2245 | #### Monitoring & Listening | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Social Measurement** | Not enough data | 8.5 (1919 reviews) | | **Influencer Identification** | Not enough data | 7.0 (1433 reviews) | | **Brand Monitoring** | Not enough data | 8.1 (1246 reviews) | | **Keyword Tracking** | Not enough data | 7.9 (1203 reviews) | | **Trend Analysis** | Not enough data | 7.7 (1174 reviews) | | **Competitor Analysis** | Not enough data | 7.8 (1197 reviews) | #### Agentic AI - Social Media Listening Tools | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Autonomous Task Execution** | Not enough data | 6.4 (386 reviews) | | **Cross-system Integration** | Not enough data | 6.5 (400 reviews) | | **Adaptive Learning** | Not enough data | 6.4 (385 reviews) | | **Proactive Assistance** | Not enough data | 6.4 (388 reviews) | | **Decision Making** | Not enough data | 6.5 (388 reviews) | #### Data Management & Analysis | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Sentiment Analysis** | Not enough data | 7.5 (1218 reviews) | | **Social Reporting** | Not enough data | 8.6 (2019 reviews) | | **Alerts and Notifications** | Not enough data | 8.1 (1235 reviews) | | **Advanced Data Filtering** | Not enough data | 7.8 (1136 reviews) | ### Live Chat | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 | | **Sprout Social** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **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 | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Pop-up Chat** | 8.5 (30 reviews) ✓ Verified | Not enough data | | **Notifications** | 8.1 (30 reviews) ✓ Verified | Not enough data | | **Targeted Emails** | 8.8 (22 reviews) ✓ Verified | Not enough data | | **In-App Messaging** | 8.4 (15 reviews) ✓ Verified | Not enough data | | **Co-Browsing** | Not enough data | Not enough data | #### Internal Use | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Customization ** | 8.0 (41 reviews) ✓ Verified | Not enough data | | **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | Not enough data | | **Lead Development** | 7.9 (16 reviews) | Not enough data | | **Knowledge Base** | 8.0 (32 reviews) ✓ Verified | Not enough data | | **Team Inbox ** | 8.4 (23 reviews) ✓ Verified | Not enough data | | **Customer Profiles** | 8.1 (32 reviews) ✓ Verified | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 | | **Sprout Social** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Knowledge Base** | 8.3 (43 reviews) | Not enough data | | **Searchable Articles** | 8.0 (40 reviews) | Not enough data | | **Community Forums** | 7.8 (24 reviews) | Not enough data | | **Mobile Optimization** | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | #### Self-Service Platform | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **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 | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **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 | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 | | **Sprout Social** | 7.8/10 | 1643 | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **AI Text Generation** | Not enough data | 7.1 (867 reviews) | | **AI Text Summarization** | Not enough data | 7.0 (851 reviews) | #### Process | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Mentions** | 7.7 (11 reviews) | 8.4 (1476 reviews) | | **Tickets** | 8.2 (14 reviews) | 7.9 (1250 reviews) | | **Macros** | 8.0 (10 reviews) | 7.7 (1012 reviews) | #### Channels | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Email** | 8.2 (16 reviews) | Feature Not Available | | **Social** | 7.4 (13 reviews) | 8.9 (1528 reviews) | | **Live Chat** | 8.7 (13 reviews) | Feature Not Available | | **Phone** | 7.8 (15 reviews) | Feature Not Available | | **Text** | 8.8 (10 reviews) | Feature Not Available | #### Insight | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Surveys** | 8.1 (14 reviews) | 7.4 (1128 reviews) | | **Reporting** | 8.7 (15 reviews) | 8.4 (1441 reviews) | | **Visitor Activity** | 7.9 (14 reviews) | Feature Not Available | | **Help Desk** | 8.4 (15 reviews) | Feature Not Available | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **Sprout Social** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service) **Unique to Oracle Service Cloud (formerly RightNow) (4):** [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) **Unique to Sprout Social (4):** [Social Media Suites](https://www.g2.com/categories/social-media-suites), [Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools), [Social Media Management Tools](https://www.g2.com/categories/social-media-mgmt), [Social Media Analytics Software](https://www.g2.com/categories/social-media-analytics) --- ## Reviewer Demographics ### By Company Size | Segment | Oracle Service Cloud (formerly RightNow) | Sprout Social | |---|---|---| | **Small-Business** | 4.5% | 44.7% | | **Mid-Market** | 37.8% | 37.7% | | **Enterprise** | 57.7% | 17.6% | ### By Industry #### 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% #### Sprout Social - **Marketing and Advertising:** 20.4% - **Non-Profit Organization Management:** 6.2% - **Higher Education:** 5.5% - **Information Technology and Services:** 3.8% - **Financial Services:** 3.2% - **Computer Software:** 3.2% - **Hospital & Health Care:** 2.9% - **Retail:** 2.4% - **Public Relations and Communications:** 2.4% - **Health, Wellness and Fitness:** 2.2% - **Other:** 47.8% --- ## Alternatives ### Alternatives to Oracle Service Cloud (formerly RightNow) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6997 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews) - [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews) - [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (469 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7773 reviews) - [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews) ### Alternatives to Sprout Social - [Reputation](https://www.g2.com/products/reputation/reviews) — 4.5/5 stars (2469 reviews) - [Sprinklr Social](https://www.g2.com/products/sprinklr-social/reviews) — 4.1/5 stars (1215 reviews) - [Eclincher](https://www.g2.com/products/eclincher/reviews) — 4.6/5 stars (442 reviews) - [Statusbrew](https://www.g2.com/products/statusbrew-inc/reviews) — 4.8/5 stars (250 reviews) - [Hootsuite](https://www.g2.com/products/hootsuite/reviews) — 4.3/5 stars (7339 reviews) - [Meltwater](https://www.g2.com/products/meltwater/reviews) — 4.1/5 stars (2658 reviews) - [Vista Social](https://www.g2.com/products/vista-social/reviews) — 4.8/5 stars (1110 reviews) - [Brandwatch Social Media Management](https://www.g2.com/products/brandwatch-social-media-management/reviews) — 4.0/5 stars (983 reviews) - [Agorapulse](https://www.g2.com/products/agorapulse/reviews) — 4.5/5 stars (973 reviews) - [Sendible](https://www.g2.com/products/sendible/reviews) — 4.5/5 stars (905 reviews) --- ## Top Discussions ### Oracle Service Cloud (formerly RightNow) No discussions available for this product. ### Sprout Social - Title: [Is there a place of education for users?](https://www.g2.com/discussions/15585-is-there-a-place-of-education-for-users) — 7 comments, 1 upvote > **Top comment:** "General education: https://sproutsocial.com/insights/webinars/ and overall intro webinar:..." - Title: [Is Sprout Social legit?](https://www.g2.com/discussions/is-sprout-social-legit) — 4 comments, 1 upvote > **Top comment:** "Yes!" - Title: [Does Sprout Social have a free plan?](https://www.g2.com/discussions/does-sprout-social-have-a-free-plan) — 3 comments > **Top comment:** "No" - Title: [How can I access a more affordable reasonably priced membership with Sprout Social](https://www.g2.com/discussions/how-can-i-access-a-more-affordable-reasonably-priced-membership-with-sprout-social) — 3 comments, 1 upvote > **Top comment:** "The best option? Get directly in contact with a sales rep. They'll be able to offer you a custom-made offer that suits your needs and budget. " - Title: [What can sprout social do?](https://www.g2.com/discussions/what-can-sprout-social-do) — 2 comments > **Top comment:** "It’s a great tool for social listening " --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/oracle-service-cloud-formerly-rightnow-vs-sprout-social)