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Trending Questions

Why choose Oracle CX Service over Salesforce Service Cloud?

Oracle CX Service delivers smarter, out-of-the box functionality at a lower cost. It’s time for organizations to react with agility to dynamic business trends and changing customer expectations. Give your service teams the tools to develop relationships and intelligently respond to your customers at their every point of need.

Reasons to choose Oracle CX Service over other vendors

1. Empower customers and employees with knowledge

Analysts and customers alike recognize Oracle for its strength in knowledge management, including out-of-the-box capabilities such as intelligent search, natural language processing, machine learning, in-depth reporting, and advanced language support, as well as authoring workflow and versioning. Oracle Knowledge Management is a critical foundational component to drive self-service and digital engagement. In today’s world, rich and contextual knowledge empowers organizations to remain connected, informed, and agile.

2. Deliver personalized, consistent advice

Oracle Intelligent Advisor (previously called Oracle Policy Automation) is a differentiator in customer experience. With Oracle Intelligent Advisor, customers and agents receive personalized advice tailored to the individual. Oracle’s solution is business-friendly, with adaptable decisioning that features natural language processing, as well as temporal and cross-domain reasoning. It features out-of-the-box 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.

3. Drive digital engagement and automation

Oracle Digital Assistant has an advanced framework rivaling specialized vendors’ frameworks. Unlike other service providers, Oracle Digital Assistant guarantees critical functionality such as enterprise skills, flexible dialogues, Q&A support, and seamless transitions to a live agent. Surface multiple products and capabilities for a great service experience and easily deploy the bot across your enterprise.

4. Integrate seamlessly

Delivering intelligent service begins with a strong platform. Oracle CX Service’s integration, workflow, and automation capabilities, augmented by Oracle Integration Cloud, are consistently rated as a leading strength by analysts. These tools help seamlessly and securely transfer data between host systems, without requiring intensive resourcing. Connecting service across the enterprise creates a 360-degree view of your customer engagements and empowers your agents to deliver personalized, proactive, and timely customer support.

5. Trust our reputable and reliable partner ecosystem

Oracle’s expansive partner network has a proven track record in execution and delivery, with extensive knowledge and industry expertise.

6. Deliver value and prove ROI

When compared to other service providers, Oracle customers have access to greater out-of-the box functionality at a lower cost of ownership. This means that customers can deploy Oracle in less time, without having to introduce code, customizations, or additional apps to fill gaps that we believe should be foundational in a service solution. In turn, Oracle customers have experienced greater agility to respond to changing business needs as well as a quicker time to value on their investments.

See how Oracle CX Service for B2C can help you.

Oracle CX Service Customer Success

Ricoh logo

Ricoh improves customer and agent experiences, and cuts operational costs by 40% with a centralized, global knowledge base


Learn how this imaging and electronics company expanded an integrated knowledge management system to its global locations in record time.

University of Western Australia logo

University of Western Australia writes offer letters 6X faster, ups staff capacity by 20%, and improves CX with intelligent advice.


Learn how this top university eliminated manual processes in order to better focus on its students’ needs.

Hermes logo

Hermes UK handles 38% of all queries with Oracle Digital Assistant, saving millions.


Learn how Holly, Hermes UK’s digital assistant, transformed the parcel delivery experience for millions of customers.

Superboletos logo

Superboletos uses AI to tailor millions of marketing messages, sales transactions, and customer service requests.


Learn how the Mexican software holding company sells millions of event tickets through web portals, mobile apps, and messaging platforms.

CX Service resource spotlight

Customer Service Solutions

Oracle is a customer service leader

Learn about the latest customer service trends and why Oracle is a leader in The Forrester Wave™: Customer Service Solutions.

University of Adelaide

Boost call center satisfaction with machine learning

Read how the University of Adelaide reduced call center wait times by 97% with Oracle’s intelligent bots.

Oracle’s B2C Service solution

Take a self-guided tour of Oracle’s B2B Service solution

Want to see Oracle’s intelligent service ecosystem? Take a stroll through this product tour.