Oracle WebCenter vs ServiceNow Customer Service Management comparison

Oracle and ServiceNow are both solutions in the Customer Experience Management category. Oracle is ranked #33, while ServiceNow is ranked #2 with an average rating of 8.4. Oracle holds a 0.9% mindshare in CEM, compared to ServiceNow’s 6.3% mindshare. Additionally, 70% of Oracle users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

Oracle WebCenter

Read 12 Oracle WebCenter reviews

35 Views
31 Comparison Views

70% willing to recommend

ServiceNow Customer Service...

Read 11 ServiceNow Customer Service Management reviews

676 Views
176 Comparison Views

100% willing to recommend

Oracle WebCenter

ServiceNow Customer Service...

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Executive SummaryUpdated on Feb 4, 2025

Oracle WebCenter and ServiceNow Customer Service Management are competing products aimed at improving customer interactions and digital experiences. ServiceNow Customer Service Management holds the upper hand with its advanced features and overall value.

Features: Oracle WebCenter offers strong content management capabilities, web engagement tools, and a user-friendly interface. ServiceNow Customer Service Management provides integration capabilities, workflow management tools, and automation features. While Oracle WebCenter is excellent at streamlining digital content, ServiceNow is focused on workflow efficiency, ensuring process automation.

Room for Improvement: Oracle WebCenter could improve in the areas of deployment complexity, integration with non-Oracle systems, and user training. ServiceNow Customer Service Management could enhance its user interface options, reduced customization complexity, and expand its service portal features.

Ease of Deployment and Customer Service: ServiceNow utilizes a cloud-based deployment model with seamless integrations, allowing for swift and scalable implementation. It is favored for its robust customer service support. Oracle WebCenter, typically an on-premises solution, involves a complex setup process and has limited scalability.

Pricing and ROI: Oracle WebCenter offers lower initial setup costs, appealing to budget-conscious companies. ServiceNow's higher upfront costs are mitigated by its comprehensive features, leading to improved long-term ROI. Despite Oracle's cost-effective advantages, ServiceNow justifies its pricing with significant returns over time.

To learn more, read our detailed Oracle WebCenter vs. ServiceNow Customer Service Management Report (Updated: March 2025).

Buyer's Guide

Oracle WebCenter vs. ServiceNow Customer Service Management

March 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Oracle WebCenter

Ranking in Customer Experience Management

33rd

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

Enterprise Content Management (16th), Web Content Management (8th), Corporate Portals (Enterprise Information Portals) (5th)

ServiceNow Customer Service...

Ranking in Customer Experience Management

2nd

Average Rating

8.4

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th)

Mindshare comparison

As of April 2025, in the Customer Experience Management category, the mindshare of Oracle WebCenter is 0.9%, down from 1.1% compared to the previous year. The mindshare of ServiceNow Customer Service Management is 6.3%, up from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management

Featured Reviews

Mehdi Hasankhan

Head of Development and Implementation at Arak Petrochemical Company

Gives me easy access, connection and compatibility with all of the Oracle products

WebCenter content access has a lot of options and flexibility. At this time, I only see one problem: in the sub-content and channels surrounding Windows 10. It only functions with Windows 7 and Windows 8. All of the operating systems in my company are up-to-date and we are using Windows 10. For whatever reason, you can't use the Oracle content on these platforms at all. This lapse is very bad for my company because I can't change the version of Word and downgrade. Maybe it is just a technical problem. But it is a lot of my problem with this solution currently.

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Rupesh Jethwa

Solutions Architect at Globant

A stable tool to help manage infrastructures, deployments, and different products from different vendors

The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers. Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Oracle integrates well with other products to cover Big Data."

"You can move workloads in between sub-servers so that you don't overload a portion of the server."

"The WebCenter Content is its most valuable feature. After we update a document in WebCenter Content, it can be update automatically in our intranet."

"Integration within the solution is very good."

"WebCenter's interface is very user-friendly."

"A great solution for storing and searching large volumes of documents with easy access."

"It's a very scalable solution and the performance is pretty good. The scalability, in my opinion, is the biggest advantage."

"The product provides flexibility in managing and categorizing the incidents."

"We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities."

"The setup phase of the solution was straightforward...Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good."

"The integration capabilities of ServiceNow are wonderful."

"One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process."

"Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities."

"What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others."

"The tool is very useful as it helps us run businesses smoothly."

More ServiceNow Customer Service Management pros

Cons

"The speed of the backup should be enhanced."

"The solution should be offered in Persian. Right now, our version is in English, and there's a bit of a language barrier between the users and the product."

"Its functions need more stability."

"I would like them to add more Web 2.0 features."

"Does not seem to be totally compatible with Windows 10 as of our current version."

"There are many document management systems that offer pretty much the same functionalities but at a lower price. The product as such is pretty good. However, the pricing is not comparable. They need to adjust their pricing to be more competitive on the market."

"This solution needs to support translation into the Arabic language."

"WebCenter requires a lot of design effort to upload content to our regular system."

"The price could be better. ServiceNow should price products more reasonably."

"One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities."

"Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations."

"The pricing must be more flexible."

"The product does not cater to businesses of every scale and budget."

"The product's AI feature should be improved."

"I do not have any notes for improvements."

"The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure."

More ServiceNow Customer Service Management cons

Pricing and Cost Advice

"The price needs to be lowered."

"The price of this solution is considered to be high; however, when speaking with Oracle, it is possible to get discounts of up to sixty percent."

"WebCenter's pricing is on the higher side."

"The product has a premium price"

"I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

"ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace."

"I rate the tool's pricing a six out of ten."

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845,406 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Real Estate/Law Firm

10%

Computer Software Company

Financial Services Firm

Energy/Utilities Company

Educational Organization

25%

Computer Software Company

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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What do you like most about ServiceNow Customer Service Management?

We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the ...

See all answers

What is your experience regarding pricing and costs for ServiceNow Customer Service Management?

The product has a premium price.

See all answers

What needs improvement with ServiceNow Customer Service Management?

I do not have any notes for improvements.

See all answers

Comparisons

Oracle Content Management vs Oracle WebCenter

Compared 32% of the time

Adobe Experience Manager vs Oracle WebCenter

Compared 20% of the time

SharePoint vs Oracle WebCenter

Compared 17% of the time

IBM FileNet vs Oracle WebCenter

Compared 11% of the time

Liferay Digital Experience Platform vs Oracle WebCenter

Compared 11% of the time

More Oracle WebCenter Competitors

Microsoft Dynamics CRM vs ServiceNow Customer Service Management

Compared 54% of the time

Genesys Cloud CX vs ServiceNow Customer Service Management

Compared 23% of the time

SAP Service Cloud vs ServiceNow Customer Service Management

Compared 23% of the time

More ServiceNow Customer Service Management Competitors

Product Reports

Buyer's Guide

Oracle WebCenter

March 2025

Download Oracle WebCenter product report

Buyer's Guide

ServiceNow Customer Service Management

March 2025

ServiceNow Customer Service Management report

Download ServiceNow Customer Service Management product report

Also Known As

WebCenter, FatWire

ServiceNow CSM

Overview

Oracle WebCenter is the center of engagement for business powering exceptional experiences for customers, partners, and employees. It connects people, processes, and information with the most complete portfolio of portal, content management, Web experience management, and collaboration technologies.

Oracle

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

ServiceNow

Sample Customers

Chhattisgarh Infotech and Biotech Promotion Society, Jagran Prakashan Ltd., Standard Forwarding LLC, United Automotive Electronic Systems Co. Ltd., INSO sistemi per le infrastrutture sociali S.p.A., Helsana Versicherungen AG, ArRiyadh Development Authority, John Lewis Partnership, Arqiva, SURUGADAI EDUCATIONAL INSTITUTE, Portuguese Official Agriculture and Fisheries

Siemens Healthineers, SAP SuccessFactors, Asurion

Buyer's Guide

Oracle WebCenter vs. ServiceNow Customer Service Management

March 2025

Free Report: Oracle WebCenter vs. ServiceNow Customer Service Management

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We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.