# Kayako vs Oracle Service Cloud (formerly RightNow) Comparison

| | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Star Rating** | 4.0 out of 5 | 3.9 out of 5 | 
| **Total Reviews** | 225 | 134 | 
| **Largest Market Segment** | Piccola Impresa (55.1% delle recensioni) | Impresa (57.7% delle recensioni) | 
| **Entry Level Price** | $15/agent/month | Nessun prezzo disponibile | 

---
## Top Pros & Cons

### Kayako

Pros:
- AI Assistance (1 reviews)
- AI Efficiency (1 reviews)

Cons:
- Not Intuitive (1 reviews)
- Quality Issues (1 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 | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
  | **Soddisfa i requisiti** | 8.1 (203 reviews) | 8.3 (94 reviews) | 
  | **Facilità d'uso** | 8.4 (202 reviews) | 7.9 (93 reviews) | 
  | **Facilità di configurazione** | 8.0 (135 reviews) | 6.8 (66 reviews) | 
  | **Facilità di amministrazione** | 8.0 (132 reviews) | 7.3 (67 reviews) | 
  | **Qualità del supporto** | 8.0 (189 reviews) | 7.4 (87 reviews) | 
  | **Ritiene che the product sia stato un valido partner commerciale?** | 8.3 (131 reviews) | 7.5 (65 reviews) | 
  | **Direzione del prodotto (% positivo)** | 7.1 (200 reviews) | 6.6 (90 reviews) | 

---
## Pricing

### Kayako

#### Entry-Level Pricing

Plan: Inbox

Price: $15 /agent/month

Description: A shared email, chat, and social inbox for small teams

Key Features:
- Email, chat and social
- Assignment rules
- Insights

[Browse all 3 editions](https://www.g2.com/it/products/kayako/pricing)

#### 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 |
|---|---|---|
| **Kayako** | 8.0/10 | 170 |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 |

#### Gestione di Ticket e Casi

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Esperienza utente nella creazione di ticket** | 8.7 (155 reviews) ✓ Verified | 8.8 (31 reviews) ✓ Verified | 
| **Esperienza utente di risposta ai ticket** | 8.5 (156 reviews) ✓ Verified | 8.4 (31 reviews) ✓ Verified | 
| **Flusso di lavoro** | 8.1 (148 reviews) ✓ Verified | 8.2 (30 reviews) ✓ Verified | 
| **Automazione della Risposta** | 8.3 (143 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **Gestione SLA** | 8.0 (129 reviews) ✓ Verified | 7.6 (29 reviews) | 
| **Allegati/Registrazioni schermo** | 7.6 (146 reviews) ✓ Verified | 8.3 (29 reviews) | 
| **Collaborazione sui biglietti** | 8.5 (147 reviews) ✓ Verified | 8.8 (30 reviews) | 
| **Database di Clienti e Contatti** | 7.8 (56 reviews) | 8.1 (27 reviews) ✓ Verified | 

#### Intelligenza Artificiale Generativa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Generazione di Testo AI** | Dati insufficienti | Dati insufficienti | 
| **Riassunto del testo AI** | Dati insufficienti | Dati insufficienti | 

#### Agente AI - Servizio di Assistenza

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Esecuzione Autonoma dei Compiti** | Dati insufficienti | Dati insufficienti | 
| **Interazione in Linguaggio Naturale** | Dati insufficienti | Dati insufficienti | 
| **Assistenza Proattiva** | Dati insufficienti | Dati insufficienti | 

#### Canali di comunicazione

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Portale Clienti** | 8.4 (131 reviews) ✓ Verified | 8.6 (29 reviews) ✓ Verified | 
| **Email a Caso** | 8.7 (143 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 
| **Chat/Supporto Live** | 8.3 (105 reviews) ✓ Verified | 8.3 (28 reviews) ✓ Verified | 
| **Integrazione Sociale** | 7.3 (57 reviews) ✓ Verified | 7.0 (16 reviews) | 
| **Voce** | Funzionalità non disponibile | 8.3 (19 reviews) | 

#### Piattaforma

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Supporto Utente Mobile** | 7.7 (83 reviews) ✓ Verified | 8.2 (10 reviews) ✓ Verified | 
| **Personalizzazione** | 7.9 (115 reviews) ✓ Verified | 8.0 (41 reviews) ✓ Verified | 
| **Gestione di Utenti, Ruoli e Accessi** | 8.2 (102 reviews) ✓ Verified | 8.0 (23 reviews) ✓ Verified | 
| **Integrazione** | 7.9 (65 reviews) ✓ Verified | 7.7 (20 reviews) ✓ Verified | 
| **Segnalazione** | 7.4 (132 reviews) ✓ Verified | 7.6 (29 reviews) ✓ Verified | 
| **Cruscotti** | 7.7 (128 reviews) ✓ Verified | 7.6 (29 reviews) ✓ Verified | 

### Posta in arrivo condivisa

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.2/10 | 14 |
| **Oracle Service Cloud (formerly RightNow)** | N/A | N/A |

#### Strumenti di produttività

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Note** | 8.2 (13 reviews) | Dati insufficienti | 
| **Discussione interna** | 8.7 (13 reviews) | Dati insufficienti | 
| **Assegnazioni e Compiti** | 8.3 (13 reviews) | Dati insufficienti | 
| **Flussi di lavoro** | 7.6 (13 reviews) | Dati insufficienti | 
| **Modelli** | 8.3 (13 reviews) | Dati insufficienti | 
| **Integrazioni** | 8.5 (13 reviews) | Dati insufficienti | 
| **Sistema di etichettatura** | 8.5 (13 reviews) | Dati insufficienti | 

#### Analitica

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Tendenze** | 8.2 (13 reviews) | Dati insufficienti | 
| **Monitoraggio delle prestazioni** | 7.9 (13 reviews) | Dati insufficienti | 
| **Tracciamento delle email** | Funzionalità non disponibile | Dati insufficienti | 

#### AI agentico - Casella di posta condivisa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Esecuzione autonoma dei compiti** | Dati insufficienti | Dati insufficienti | 
| **Prendere decisioni** | Dati insufficienti | Dati insufficienti | 

### Chat dal vivo

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 8.5/10 | 139 |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 |

#### Intelligenza Artificiale Generativa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Generazione di Testo AI** | Dati insufficienti | Dati insufficienti | 
| **Riepilogo del testo AI** | Dati insufficienti | Dati insufficienti | 
| **Sintesi vocale AI** | Dati insufficienti | Dati insufficienti | 

#### Comunicazione

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Chat pop-up** | 8.5 (40 reviews) ✓ Verified | 8.5 (30 reviews) ✓ Verified | 
| **Notifiche** | 8.8 (39 reviews) ✓ Verified | 8.1 (30 reviews) ✓ Verified | 
| **Email mirate** | 8.1 (34 reviews) ✓ Verified | 8.8 (22 reviews) ✓ Verified | 
| **Messaggistica in-app** | 8.8 (29 reviews) ✓ Verified | 8.4 (15 reviews) ✓ Verified | 
| **Co-Navigazione** | Dati insufficienti | Dati insufficienti | 

#### Uso Interno

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Personalizzazione** | 7.9 (115 reviews) ✓ Verified | 8.0 (41 reviews) ✓ Verified | 
| **Archiviazione delle conversazioni** | 8.7 (37 reviews) ✓ Verified | 8.7 (29 reviews) ✓ Verified | 
| **Sviluppo del Lead** | 8.1 (31 reviews) ✓ Verified | 7.9 (16 reviews) | 
| **Base di conoscenza** | 8.7 (41 reviews) ✓ Verified | 8.0 (32 reviews) ✓ Verified | 
| **Posta in arrivo del team** | 8.6 (37 reviews) ✓ Verified | 8.4 (23 reviews) ✓ Verified | 
| **Profili dei clienti** | 8.5 (39 reviews) ✓ Verified | 8.1 (32 reviews) ✓ Verified | 

### Servizio clienti self-service

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | 7.8/10 | 58 |
| **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 |

#### Intelligenza Artificiale Generativa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Riassunto del testo AI** | Dati insufficienti | Dati insufficienti | 

#### Esperienza Self-Service

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Base di conoscenza** | 8.6 (48 reviews) | 8.3 (43 reviews) | 
| **Articoli Ricercabili** | 8.7 (49 reviews) | 8.0 (40 reviews) | 
| **Forum della Comunità** | 8.5 (39 reviews) | 7.8 (24 reviews) | 
| **Ottimizzazione Mobile** | 7.1 (8 reviews) | Dati insufficienti | 
| **Personalizzazione** | 6.9 (8 reviews) | Dati insufficienti | 

#### Piattaforma Self-Service

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Branding** | 6.9 (8 reviews) | Dati insufficienti | 
| **Automazione** | 7.5 (8 reviews) | Dati insufficienti | 
| **Intelligenza Artificiale** | 8.5 (8 reviews) | Dati insufficienti | 
| **Integrazioni** | 7.3 (8 reviews) | Dati insufficienti | 

#### AI agentico - Servizio clienti self-service

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Esecuzione autonoma dei compiti** | Dati insufficienti | Dati insufficienti | 
| **Pianificazione a più fasi** | Dati insufficienti | Dati insufficienti | 
| **Integrazione tra sistemi** | Dati insufficienti | Dati insufficienti | 
| **Apprendimento Adattivo** | Dati insufficienti | Dati insufficienti | 
| **Interazione in Linguaggio Naturale** | Dati insufficienti | Dati insufficienti | 
| **Assistenza Proattiva** | Dati insufficienti | Dati insufficienti | 
| **Prendere decisioni** | Dati insufficienti | Dati insufficienti | 

### Servizio Clienti Sociale

| Product | Score | Reviews |
|---|---|---|
| **Kayako** | N/A | N/A |
| **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 |

#### Intelligenza Artificiale Generativa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Generazione di Testo AI** | Dati insufficienti | Dati insufficienti | 
| **Riassunto del testo AI** | Dati insufficienti | Dati insufficienti | 

#### Processa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Menzioni** | Dati insufficienti | 7.7 (11 reviews) | 
| **Biglietti** | Dati insufficienti | 8.2 (14 reviews) | 
| **Macro** | Dati insufficienti | 8.0 (10 reviews) | 

#### Canali

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Email** | Dati insufficienti | 8.2 (16 reviews) | 
| **Sociale** | Dati insufficienti | 7.4 (13 reviews) | 
| **Chat dal vivo** | Dati insufficienti | 8.7 (13 reviews) | 
| **Telefono** | Dati insufficienti | 7.8 (15 reviews) | 
| **Testo** | Dati insufficienti | 8.8 (10 reviews) | 

#### Intuizione

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Sondaggi** | Dati insufficienti | 8.1 (14 reviews) | 
| **Segnalazione** | Dati insufficienti | 8.7 (15 reviews) | 
| **Attività dei visitatori** | Dati insufficienti | 7.9 (14 reviews) | 
| **Help Desk** | Dati insufficienti | 8.4 (15 reviews) | 

### Piattaforme di Servizio Clienti Digitali

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

#### Intelligenza Artificiale Generativa

| Feature | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Generazione di Testo AI** | Dati insufficienti | Dati insufficienti | 
| **Riassunto del testo AI** | Dati insufficienti | Dati insufficienti | 

---
## Categories
**Shared Categories (4):** [Software di chat dal vivo](https://www.g2.com/it/categories/live-chat), [Software di supporto tecnico](https://www.g2.com/it/categories/help-desk), [Software di Self-Service per Clienti](https://www.g2.com/it/categories/customer-self-service), [Piattaforme di Servizio Clienti Digitali](https://www.g2.com/it/categories/digital-customer-service-platforms)

**Unique to Kayako (1):** [Software per casella di posta condivisa](https://www.g2.com/it/categories/shared-inbox)

**Unique to Oracle Service Cloud (formerly RightNow) (1):** [Software di Servizio Clienti Sociale](https://www.g2.com/it/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Kayako | Oracle Service Cloud (formerly RightNow) | 
|---|---|---|
| **Piccola impresa** | 55.1% | 4.5% | 
| **Mid-Market** | 35.2% | 37.8% | 
| **Enterprise** | 9.7% | 57.7% | 

### By Industry

#### Kayako

- **Tecnologia dell'informazione e servizi:** 26.4%
- **Software per computer:** 15.0%
- **Telecomunicazioni:** 5.9%
- **Internet:** 4.5%
- **Marketing e Pubblicità:** 4.1%
- **Reti di Computer:** 3.6%
- **Gestione dell'Istruzione:** 3.2%
- **Servizi Finanziari:** 3.2%
- **Sicurezza Informatica e di Rete:** 2.7%
- **Istruzione Superiore:** 2.7%
- **Other:** 28.6%

#### Oracle Service Cloud (formerly RightNow)

- **Tecnologia dell'informazione e servizi:** 14.2%
- **Vendita al dettaglio:** 14.2%
- **Software per computer:** 7.1%
- **Servizi Finanziari:** 4.4%
- **Gestione dell'Istruzione:** 3.5%
- **Bancario:** 3.5%
- **Reti di Computer:** 3.5%
- **Utilità:** 2.7%
- **Telecomunicazioni:** 2.7%
- **Automobilistico:** 2.7%
- **Other:** 41.6%

---
## Alternatives

### Alternatives to Kayako

- [Zendesk for Customer Service](https://www.g2.com/it/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews)
- [Freshdesk](https://www.g2.com/it/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Help Scout](https://www.g2.com/it/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [TeamSupport](https://www.g2.com/it/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Zoho Desk](https://www.g2.com/it/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews)
- [LiveAgent](https://www.g2.com/it/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [HappyFox Help Desk](https://www.g2.com/it/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [Fin](https://www.g2.com/it/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Front](https://www.g2.com/it/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [LiveChat](https://www.g2.com/it/products/livechat/reviews) — 4.4/5 stars (806 reviews)

### Alternatives to Oracle Service Cloud (formerly RightNow)

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/it/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Zendesk for Customer Service](https://www.g2.com/it/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6935 reviews)
- [Kustomer](https://www.g2.com/it/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Freshdesk](https://www.g2.com/it/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [LiveChat](https://www.g2.com/it/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [Gladly](https://www.g2.com/it/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/it/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Fin](https://www.g2.com/it/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Zoho Desk](https://www.g2.com/it/products/zoho-desk/reviews) — 4.4/5 stars (7589 reviews)
- [LiveAgent](https://www.g2.com/it/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)

---
## Top Discussions

### Kayako

- Title: [Kayako offre un'API?](https://www.g2.com/it/discussions/api-4f1ac902-927c-441b-92b7-02522a208f31) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Yes. Visit us at https://developer.kayako.com/ for more information."
- Title: [Quali integrazioni supporta Kayako?](https://www.g2.com/it/discussions/integrations-274e8967-7d4f-4b09-9ee5-3805488ac273) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Kayako ha una serie di integrazioni native con CRM popolari e piattaforme di pagamento come Salesforce e Stripe. Inoltre, Kayako supporta oltre 750..."
- Title: [qualcuno ha mai usato la reportistica con Kayako](https://www.g2.com/it/discussions/had-any-one-used-reporting-with-kayako) — 2 comments, 1 upvote
  > **Top comment:** "Non abbiamo mai trovato i Rapporti utilizzabili neanche noi. Poiché i dati sono in SQL, abbiamo scritto il nostro motore di report. (Dovrei notare che..."
- Title: [What features does Kayako offer?](https://www.g2.com/it/discussions/features-functionality) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Il piano inbox di Kayako che parte da $15/agente ti offre un help desk con gestione dei ticket via email, una base di conoscenza, chat dal vivo per il tuo..."
- Title: [Posso usare Messenger in più lingue?](https://www.g2.com/it/discussions/language-support-1cf604fd-3ad7-4e3a-bc54-e2251822fc4e) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Sì, puoi utilizzare Messenger per offrire supporto in più lingue. Le funzionalità di localizzazione di Kayako ti permettono di scegliere quale lingua..."

### Oracle Service Cloud (formerly RightNow)

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/it/compare/kayako-vs-oracle-service-cloud-formerly-rightnow)