--- title: Oracle Service Cloud (formerly RightNow) Reviews meta\_title: 'Oracle Service Cloud (formerly RightNow) Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 134 reviews by the users' company size, role or industry to find out how Oracle Service Cloud (formerly RightNow) works for a business like yours. aggregate\_rating: rating\_value: 3.9 review\_count: 134 scale: '5' date\_modified: '2026-08-09' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Oracle Service Cloud (formerly RightNow) Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by Oracle Service Cloud (formerly RightNow) but has limited features. Are you part of the Oracle Service Cloud (formerly RightNow) team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries. This flexible and scalable platform includes: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers.  OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance.. * * * Seller [Oracle](https://www.g2.com/sellers/oracle) Discussions [Oracle Service Cloud (formerly RightNow) Community](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/discuss) Languages Supported Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Croatian, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Serbian, Swedish, Turkish, Ukrainian, Chinese (Simplified) Solution Type All-in-One Overview by Chris Cha Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 6 months ### Return on Investment 23 months [ View More Pricing Information ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/pricing) ## Top-Rated Alternatives [ ![Agentforce Service (formerly Salesforce Service Cloud)](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,358) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Zendesk for Customer Service](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,016) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Kustomer](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Kustomer") Kustomer 4.4/5(565) ](https://www.g2.com/products/kustomer/reviews) [ View All Alternatives ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/competitors/alternatives) ## User Insights Average based on 134 real user reviews. Implementation Time 6 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) ![Vishal B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vishal B.") VB Vishal B. Trainee Software Engineer Mid-Market (51-1000 emp.) 12/14/2023 "Revolutionizing Customer Support by Oracle Service Cloud" 5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Oracle Service Cloud for its robust customer service capabilities, comprehensive ticketing system and seamless integration with other products. Its user-friendly interface and extensive features contribute to efficient customer support management. Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Dislike about oracle service cloud is the challenges with the complexity of initial setup and configuration in oracle service cloud. Also occasional issues with the user interface and the learning curve for certain advanced features have been cited as areas for improvement. Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? Oracle Service Cloud (formerly RightNow) addresses customer service challenges by providing a unified platform for managing support interactions. Its benefits include streamlined ticketing, efficient case resolution and a comprehensive knowledge base, resulting in improved customer satisfaction. These features beneficial for enhancing overall customer support processes and fostering positive customer relationships. Review collected by and hosted on G2.com. Show More 9/9/2024 Validated ReviewerIncentivizedSource: G2 invite ![Alexandra Z.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alexandra Z.") AZ Alexandra Z. Software Implementation Specialist Mid-Market (51-1000 emp.) 2/5/2024 "easy to use internally" 4/5 What do you like best about Oracle Service Cloud (formerly RightNow)? It easy to understand and use on a daily basis. As I minus I think it does not incorporate all items needed all in one Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? nothing to dislike just the bugs and sometimes slow functionality Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? ticket creation and storage for better tracking of any case details and CRM Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 Icon 8/5/2024 Validated ReviewerSource: Organic Review from User Profile AO Antonio Cezar O. Enterprise (\> 1000 emp.) 5/16/2023 "Oracle Right was an important evolution in the management processes of the group's ombudsman channel" 4.5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Oracle Right (OSC) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel). Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Oracle Right (OSC) and sometimes it has some bugs and/or errors. At times, the contact is automatically deleted by the tool, among other situations that end up impacting the operation of the business area. Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic HW Howard W. Head of Operational Systems Dept Mid-Market (51-1000 emp.) 10/18/2022 "Wonderful piece of kit - highly recommended" 5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? The absolutely mega level of configurability in Oracle Service Cloud makes it stand out from the competitors - and I have used their competitors. The level of admin permissions and the sheer number of things you can configure as an admin put most other suites to shame. The ability to put changes live in minutes, the great docs, the surprisingly good support. and just the overall well-designed piece of software that was RightNow and became Oracle Service Cloud put it in a class of its own. I'm in the process of rolling out my 4th instance since 2015 - I would recommend it to anybody Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? The lack of a WYSIWYG workspace designer, and the promised but not delivered mobile workflow for iworkspaces - but other than that it's fantastic Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? It solves the issue of the normal CS software - routing and a decent chat and email system with ease and little effort. But the ability to amend the software so that you put your users on there for a holistic view gives OSvC the edge in the competition. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Marwan H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Marwan H.") MH Marwan H. Senior Supply Growth Lead Enterprise (\> 1000 emp.) 3/13/2023 "Oracle CX" 3/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Its interface is great and helpful in Tracking records and activities Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? It does not give a proper response and reports do not match the actual data Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? it took many times to open a link Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite PR Prasanna R. Solution Architect Enterprise (\> 1000 emp.) 10/19/2022 "Oracle Service Cloud - Stable Product" 4/5 What do you like best about Oracle Service Cloud (formerly RightNow)? The stability of the Oracle Service Cloud application is good Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? The user interface is not great. Could use enhancements Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? Employee connect Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 Gives Campaign ![Lakshay B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lakshay B.") LB Lakshay B. Senior Software Engineer Mid-Market (51-1000 emp.) 3/23/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "Omni-channel solution for Customer Support and Satisfaction with Quick and Easy Implementation" 5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? - Customization Possibilities - Integration Possibilities - Pre- build widgets for Customer Portal for Quick development - Fast and mobile responsive Browser User Interface - Agent Scripting - Workflows - Guided Assistance - Smart assistance that shows relevant answers to customers before they submit a request to deflect queries with FAQs. Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? - Limitations on type of fields that can be created like missing mutliselect field type, rest are okay. - Most of the usefule PHP libraries, extensions are disabled by default and are not enabled for security reasons, for e.g., simple\_xml, etc. Review collected by and hosted on G2.com. Recommendations to others considering Oracle Service Cloud (formerly RightNow): Quick and Easy Implementation of this product enables the business to be up and running in less time. Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? - Training Cost is reduced as the Oracle Service Cloud provides various Guided Assistance (GA) and Agent Scripts that allows the agents to go through the scripts written for them to help customer and resolve their queries with the help of query specific GA. - Smart Assistance that helps customers on portal to show relevant FAQs before they submit query which also contributes to increase in deflection rate and enable self service. - Knowledge Advance allows the answers to be ranked dynamically with Machine learning. - Custom Process and Scripts for allowing multiple business processes to be run on various CRUD operations. - All in one solution - Marketing, Sales and Service - all purposes can be solved using one single software. - Strong User community and great Product Support. - Ease of Integration with Third party Providers be it Softphone Integrations or any other integrations. - API interface to interact with the application available in both REST and SOAP. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Consumer Goods](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Goods") UC Verified User in Consumer Goods Mid-Market (51-1000 emp.) 12/30/2021 "Oracle" 5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? Reports are easy to build and customize so data is easy to retrieve and analyze Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Some of the functions dont work as expected and or the workspace rules are sometimes tricky to set up Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? Tracking customer contacts, purchases and returns Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Verified User in Logistics and Supply Chain](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Logistics and Supply Chain") CL Verified User in Logistics and Supply Chain Enterprise (\> 1000 emp.) 1/23/2022 "Oracle Service cloud for everyone" 5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? It is a beneficial cloud computing service where server storage, network, and servicing can be aviled under one roof. Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? There is nothing significant to mention as a problem here. Review collected by and hosted on G2.com. Recommendations to others considering Oracle Service Cloud (formerly RightNow): It is easy to use cloud service and cost effective. Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? The costing problem is solved for the client by going to the cloud for the service. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Broadcast Media](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Broadcast Media") UB Verified User in Broadcast Media Mid-Market (51-1000 emp.) 11/24/2021 "Amazing tool to use" 5/5 What do you like best about Oracle Service Cloud (formerly RightNow)? very User-friendly interface and very easy to use Review collected by and hosted on G2.com. What do you dislike about Oracle Service Cloud (formerly RightNow)? Sometimes the response time for the Databases takes a while to process Review collected by and hosted on G2.com. What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you? I use it for Client Satisfaction and Incidents processing Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ## Questions about Oracle Service Cloud (formerly RightNow)? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Oracle Service Cloud (formerly RightNow) ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/discussions/new) GU Guest User What is Oracle Service Cloud (formerly RightNow) used for? 0 Upvotes 0 [ Join the conversation ](https://www.g2.com/discussions/what-is-oracle-service-cloud-formerly-rightnow-used-for) [ View all Discussions ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/discuss) ## Pricing Insights Averages based on real user reviews. ### Time to Implement 6 months ### Return on Investment 23 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/pricing) Oracle Service Cloud (formerly RightNow) Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9a4b1c59a10899f84ef2b2071e2037ce/dynamics-365-sales.png "Product Avatar Image") Microsoft Dynamics 365 Sales 3.8/5(1,623) [ Compare Now ](https://www.g2.com/compare/dynamics-365-sales-vs-oracle-service-cloud-formerly-rightnow) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_c7667c650c352acba4bfca38ee89457b/agentforce-sales-formerly-salesforce-sales-cloud.png "Product Avatar Image") Agentforce Sales 4.4/5(25,873) [ Compare Now ](https://www.g2.com/compare/agentforce-sales-formerly-salesforce-sales-cloud-vs-oracle-service-cloud-formerly-rightnow) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_a691b2a2f56d18b2de79ca2c240a1824/oracle-crm-on-demand.png "Product Avatar Image") Oracle On Demand 3.8/5(111) [ Compare Now ](https://www.g2.com/compare/oracle-crm-on-demand-vs-oracle-service-cloud-formerly-rightnow) ##### ##### Oracle Service Cloud (formerly RightNow) Features Platform Customization Reporting Activity Dashboard Ticket and Case Management Ticket Creation User Experience Ticket Response User Experience Workflow Self-Service Experience Knowledge Base Searchable Articles Communication Pop-up Chat Notifications [ View More Features ](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/features) ##### Categories on G2 [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk) [Live Chat](https://www.g2.com/categories/live-chat)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[Social Customer Service](https://www.g2.com/categories/social-customer-service)[Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Trusted identity verification service for app developers](https://www.g2.com/discussions/trusted-identity-verification-service-for-app-developers)[Which columnar databases scale smoothly for analytics teams growing from startup to enterprise-level data volumes?](https://www.g2.com/discussions/which-columnar-databases-scale-smoothly-for-analytics-teams-growing-from-startup-to-enterprise-level-data-volumes)[What legal case management software supports multi-office operations?](https://www.g2.com/discussions/what-legal-case-management-software-supports-multi-office-operations) [Ramco Aviation Solutions vs AMOS: which aviation MRO platform is worth it for maintenance teams managing FAA-regulated compliance tracking and scheduling?](https://www.g2.com/discussions/ramco-aviation-solutions-vs-amos-which-aviation-mro-platform-is-worth-it-for-maintenance-teams-managing-faa-regulated-compliance-tracking-and-scheduling)[What paid search intelligence tools are highest rated for helping marketing teams discover untapped keyword opportunities and find gaps in competitor coverage?](https://www.g2.com/discussions/what-paid-search-intelligence-tools-are-highest-rated-for-helping-marketing-teams-discover-untapped-keyword-opportunities-and-find-gaps-in-competitor-coverage)[Pros and Cons Details](https://www.g2.com/products/oracle-service-cloud-formerly-rightnow/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)