Compare KANA Enterprise vs Oracle Service Cloud (formerly RightNow)

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comparison of KANA Enterprise vs. Oracle Service Cloud (formerly RightNow)
based on data from user reviews. KANA Enterprise rates 3.8/5 stars with 11 reviews. Oracle Service Cloud (formerly RightNow) rates 3.8/5 stars with 66 reviews. Each product's score is calculated by real-time data from verified user reviews.

Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 11 reviews)
8.4
(Based on 58 reviews)
Ease of UseSee More
Ease of UseSee More
8.5
(Based on 11 reviews)
8.2
(Based on 57 reviews)
Ease of SetupSee More
Ease of SetupSee More
6.8
(Based on 7 reviews)
7.5
(Based on 41 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.0
(Based on 7 reviews)
7.8
(Based on 41 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.8
(Based on 8 reviews)
7.4
(Based on 52 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.0
(Based on 5 reviews)
7.5
(Based on 39 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
7.1
(Based on 11 reviews)
6.3
(Based on 56 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0.0%
11.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
33.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
55.6%
 
Information Technology and Services
18.8%
Information Technology and Services
24.0%
 
Financial Services
12.5%
Retail
9.6%
 
Outsourcing/Offshoring
12.5%
Financial Services
5.8%
 
Telecommunications
12.5%
Computer Software
5.8%
 
Insurance
12.5%
Marketing and Advertising
3.8%
 
Other
31.3%
Other
51.0%
Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

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
Most Helpful Critical Review
G2 Crowd User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

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.

 
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 No videos provided.

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

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