Oracle vs UseResponse | G2

Compare Oracle Service Cloud (formerly RightNow) vs UseResponse

See this
comparison of Oracle Service Cloud (formerly RightNow) vs. UseResponse
based on data from user reviews. Oracle Service Cloud (formerly RightNow) rates 3.8/5 stars with 89 reviews. UseResponse rates 4.8/5 stars with 17 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

  ‐
Enterprise Package
$2566+
per solution
  ‐
Self-Hosted
$817
one-time fee
  ‐
Cloud
$50
per agent, per month
 
Free Trial Unavailable
Free Trial Unavailable
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
UseResponse
Enterprise Package
$3218+per solution
Self-Hosted
$522one-time fee
Cloud
$73per agent, per month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
2.6
7.6
Ease of Use
Ease of Use
7.7
0.1
Ease of Setup
Ease of Setup
2.2
1.0
Ease of Admin
Ease of Admin
0.1
7.7
Quality of Support
Quality of Support
8.1
2.0
Ease of Doing Business With
Ease of Doing Business With
3.8
8.7
Product Direction (% positive)
Product Direction (% positive)
3.8
17.4
Meets Requirements
Oracle Service Cloud (formerly RightNow)
2.7
UseResponse
3.0
Ease of Use
Oracle Service Cloud (formerly RightNow)
3.8
UseResponse
3.7
Ease of Setup
Oracle Service Cloud (formerly RightNow)
3.7
UseResponse
7.7
Ease of Admin
Oracle Service Cloud (formerly RightNow)
8.0
UseResponse
4.7
Quality of Support
Oracle Service Cloud (formerly RightNow)
0.0
UseResponse
7.2
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.7
UseResponse
0.5
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
4.3
UseResponse
83.3

Features

Ticket and Case Management
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.4
UseResponse
6.0
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
0.8
UseResponse
7.2
Workflow
Oracle Service Cloud (formerly RightNow)
1.0
UseResponse
2.0
Response Automation
Oracle Service Cloud (formerly RightNow)
1.0
UseResponse
4.8
SLA Management
Oracle Service Cloud (formerly RightNow)
4.6
UseResponse
Not enough data available
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
6.1
UseResponse
0.3
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
7.8
UseResponse
4.7
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
6.4
UseResponse
Not enough data available
Searchable Articles
Oracle Service Cloud (formerly RightNow)
8.3
UseResponse
2.4
Community Forums
Oracle Service Cloud (formerly RightNow)
8.0
UseResponse
Not enough data available
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
4.0
UseResponse
Not enough data available
Communication
Pop-up Chat
Oracle Service Cloud (formerly RightNow)
4.5
UseResponse
Not enough data available
Notifications
Oracle Service Cloud (formerly RightNow)
4.6
UseResponse
Not enough data available
Targeted Emails
Oracle Service Cloud (formerly RightNow)
4.0
UseResponse
Not enough data available
In-App Messaging
Oracle Service Cloud (formerly RightNow)
2.7
UseResponse
Not enough data available
Process
Mentions
Oracle Service Cloud (formerly RightNow)
4.5
UseResponse
Not enough data available
Tickets
Oracle Service Cloud (formerly RightNow)
8.6
UseResponse
Not enough data available
Macros
Oracle Service Cloud (formerly RightNow)
6.8
UseResponse
Not enough data available
Collaboration
Oracle Service Cloud (formerly RightNow)
6.5
UseResponse
Not enough data available
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
8.0
UseResponse
0.0
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
8.6
UseResponse
Not enough data available
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.2
UseResponse
4.2
Live Chat
Oracle Service Cloud (formerly RightNow)
8.4
UseResponse
Not enough data available
Internal Use
Customization
Oracle Service Cloud (formerly RightNow)
6.6
UseResponse
3.4
Conversation Archiving
Oracle Service Cloud (formerly RightNow)
5.7
UseResponse
Not enough data available
Lead Development
Oracle Service Cloud (formerly RightNow)
0.2
UseResponse
Not enough data available
Knowledge Base
Oracle Service Cloud (formerly RightNow)
5.0
UseResponse
Not enough data available
Team Inbox
Oracle Service Cloud (formerly RightNow)
1.2
UseResponse
Not enough data available
Customer Profiles
Oracle Service Cloud (formerly RightNow)
2.6
UseResponse
Not enough data available
Channels
Email
Oracle Service Cloud (formerly RightNow)
2.4
UseResponse
Not enough data available
Social
Oracle Service Cloud (formerly RightNow)
8.7
UseResponse
Not enough data available
Live Chat
Oracle Service Cloud (formerly RightNow)
0.7
UseResponse
Not enough data available
Phone
Oracle Service Cloud (formerly RightNow)
7.4
UseResponse
Not enough data available
Text
Oracle Service Cloud (formerly RightNow)
Not enough data available
UseResponse
Not enough data available
Insight
Surveys
Oracle Service Cloud (formerly RightNow)
1.8
UseResponse
Not enough data available
Reporting
Oracle Service Cloud (formerly RightNow)
2.3
UseResponse
Not enough data available
Visitor Activity
Oracle Service Cloud (formerly RightNow)
0.8
UseResponse
Not enough data available
Help Desk
Oracle Service Cloud (formerly RightNow)
8.6
UseResponse
Not enough data available
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
3.4
UseResponse
7.6
Email to Case
Oracle Service Cloud (formerly RightNow)
6.5
UseResponse
2.5
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.5
UseResponse
3.6
Social Integration
Oracle Service Cloud (formerly RightNow)
3.8
UseResponse
6.3
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
5.3
UseResponse
Not enough data available
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
2.0
UseResponse
4.8
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.3
UseResponse
Not enough data available
Call Scripting
Oracle Service Cloud (formerly RightNow)
6.5
UseResponse
Not enough data available
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
0.5
UseResponse
Not enough data available
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
7.3
UseResponse
2.0
Knowledge Base
Oracle Service Cloud (formerly RightNow)
3.8
UseResponse
3.1
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
6.0
UseResponse
8.1
Q&A
Oracle Service Cloud (formerly RightNow)
8.2
UseResponse
6.8
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
3.7
UseResponse
Not enough data available
Reporting
Oracle Service Cloud (formerly RightNow)
7.7
UseResponse
6.7
Dashboards
Oracle Service Cloud (formerly RightNow)
6.1
UseResponse
1.1
Platform
Mobile User Support
Oracle Service Cloud (formerly RightNow)
4.2
UseResponse
6.6
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
6.3
UseResponse
7.0
Customization
Oracle Service Cloud (formerly RightNow)
1.6
UseResponse
2.2
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
0.5
UseResponse
2.3
Internationalization
Oracle Service Cloud (formerly RightNow)
6.7
UseResponse
2.5
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
4.2
UseResponse
4.8
Integration APIs
Oracle Service Cloud (formerly RightNow)
3.1
UseResponse
3.5

Reviewers' Company Size

Small-Business (47 or fewer emp.)
Small-Business
(81 or fewer emp.)
3.5%
76.4%
Mid-Market (63-5648 emp.)
Mid-Market
(16-0834 emp.)
80.5%
57.5%
Enterprise (> 6368 emp.)
Enterprise
(> 0215 emp.)
88.7%
35.3%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
14.7%
Enterprise
58.5%
UseResponse
Small-Business
76.0%
Mid-Market
08.4%
Enterprise
87.6%

Reviewers' Industry

 
Retail
37.5%
Information Technology and Services
32.5%
 
Information Technology and Services
20.8%
Financial Services
86.4%
 
Computer Software
4.3%
Computer Software
17.8%
 
Financial Services
8.5%
Shipbuilding
2.4%
 
Consumer Electronics
6.5%
Semiconductors
6.5%
 
Other
63.8%
Other
45.2%
Oracle Service Cloud (formerly RightNow)
Retail
20.5%
Information Technology and Services
71.7%
Computer Software
4.3%
Financial Services
8.6%
Consumer Electronics
7.5%
Other
31.3%
UseResponse
Information Technology and Services
46.1%
Financial Services
52.0%
Computer Software
61.3%
Shipbuilding
0.5%
Semiconductors
1.2%
Other
71.4%

Reviews

Most Helpful Favorable Review
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...

Emily W.
User in Higher Education

It helps to organize ideas and share them through UseResponse. The layout is very flexible and the social integration and content analyzing features that they provide for it are at par. I would say it is value for money! Their support is also a big plus,...

Most Helpful Critical Review
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.

 
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.

UseResponse
Most Helpful Favorable Review
Emily W.
User in Higher Education

It helps to organize ideas and share them through UseResponse. The layout is very flexible and the social integration and content analyzing features that they provide for it are at par. I would say it is value for money! Their support is also a big plus,...

Screenshots

 
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Oracle Service Cloud (formerly RightNow)
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