Why choose Oracle Service vs. Salesforce Service Cloud?

Customers turn to Oracle to automate customer service engagements using conversational messaging, or bots. Our Oracle Digital Assistant framework is currently available and natively integrated across all engagement channels¹. Unlike Salesforce, our open, cloud-based platform makes it easy to deploy the bot across your enterprise and integrate with other call center apps. An advanced framework makes it easy to design enterprise skills, configure flexible dialogues, deliver Q&A support, and enable a seamless hand-off to a live agent.

Stay connected and relevant by providing contextual knowledge to your customers at their moment of need, regardless of channel. Analysts and customers alike recognize Oracle for our strength in delivering deep knowledge across all engagement channels. Unlike Salesforce, which must augment basic knowledge with a third-party provider, Oracle offers robust knowledge management capabilities natively, such as intelligent search, natural language processing, machine learning, in-depth reporting, and advanced language support, as well as authoring workflow and versioning². Oracle Knowledge Management is a critical foundational component to drive self-service and digital engagement.

Customers appreciate a consistent and personalized customer service experience. Unlike Salesforce, only Oracle can deliver personalized advice tailored to the customer³. Oracle Intelligent Advisor features natural language processing with adaptable decisioning, and temporal and cross-domain reasoning. Oracle offers ready-to-use industry and use-case–specific templates along with best practices. Rules are easily written by business experts to allow a faster time to market, while helping reduce costly dependencies on developer resources.

Empower your agents to deliver personalized, proactive, and timely customer support. Only Oracle’s architecture provides you with a 360-degree view of customer engagements to connect service across the enterprise⁴. In today’s changing service market, organizations need an agile platform that will enable integration with different systems of record and communicate in real time with employees and customers. Our platform features the tools to create workflows and automate transactions. Together with Oracle Integration Cloud, customers can extend and automate experiences further to meet unique business workflows. Consistently rated as a leading strength by analysts, these tools help transfer data, seamlessly and securely, between host systems, without requiring intensive resourcing.

Our best-of-breed customer service application is functionally rich with key capabilities native to the core offering. Salesforce positions its AppExchange and partners as value-add, however, these bolt-ons, such as deep search and survey management, only serve to fill product gaps that Oracle believes should be foundational in a service solution. A more complete solution, such as Oracle Service, provides you with more features at a lower cost by eliminating the need for third-party apps and customizations code⁵.