Desk.com (discontinued) vs. Oracle Beehive Enterprise Collaboration Server

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Desk.com (discontinued)
Score 8.3 out of 10
N/A
Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.N/A
Oracle Beehive Enterprise Collaboration Server
Score 7.0 out of 10
N/A
Oracle Beehive Enterprise Collaboration Server provides hosted collaboration and voice / web conferencing tools at the enterprise level.N/A
Pricing
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Features
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Project Management
Comparison of Project Management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Oracle Beehive Enterprise Collaboration Server
7.1
2 Ratings
8% below category average
Task Management00 Ratings7.02 Ratings
Gantt Charts00 Ratings7.01 Ratings
Scheduling00 Ratings8.02 Ratings
Workflow Automation00 Ratings6.01 Ratings
Mobile Access00 Ratings8.02 Ratings
Search00 Ratings8.02 Ratings
Visual planning tools00 Ratings6.02 Ratings
Communication
Comparison of Communication features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Oracle Beehive Enterprise Collaboration Server
5.5
2 Ratings
36% below category average
Chat00 Ratings7.02 Ratings
Notifications00 Ratings7.02 Ratings
Discussions00 Ratings7.02 Ratings
Surveys00 Ratings7.02 Ratings
Internal knowledgebase00 Ratings7.02 Ratings
Integrates with GoToMeeting00 Ratings7.01 Ratings
Integrates with Gmail and Google Hangouts00 Ratings1.01 Ratings
Integrates with Outlook00 Ratings1.02 Ratings
File Sharing & Management
Comparison of File Sharing & Management features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Oracle Beehive Enterprise Collaboration Server
5.1
2 Ratings
42% below category average
Versioning00 Ratings4.01 Ratings
Video files00 Ratings6.02 Ratings
Audio files00 Ratings4.02 Ratings
Document collaboration00 Ratings5.02 Ratings
Access control00 Ratings5.02 Ratings
Advanced security features00 Ratings5.02 Ratings
Integrates with Google Drive00 Ratings4.02 Ratings
Device sync00 Ratings8.01 Ratings
Best Alternatives
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Stackby
Stackby
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Troop Messenger
Troop Messenger
Score 9.8 out of 10
Enterprises
SysAid
SysAid
Score 9.0 out of 10
HCL Connections
HCL Connections
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Likelihood to Recommend
8.2
(38 ratings)
7.0
(2 ratings)
Likelihood to Renew
8.4
(14 ratings)
-
(0 ratings)
Usability
8.3
(19 ratings)
-
(0 ratings)
Availability
1.0
(2 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
8.2
(21 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Desk.com (discontinued)Oracle Beehive Enterprise Collaboration Server
Likelihood to Recommend
Discontinued Products
Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.
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Oracle
The software is well suited in most areas of messaging. The communication features it contains and the messaging quality it utilizes provides for standards, like scalability, manageability and, most importantly, secure communications. Again, the software is well suited for scenarios where an organization is aimed at making use of a centralized management. it is built to provide a unified collaborative platform characterized by a single object model and also has a database storage for almost all communication records.
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Pros
Discontinued Products
  • Desk.com automatically tracks analytics on all cases coming in and going out.
  • Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
  • Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
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Oracle
  • Video conferencing - The features it provides is apart from any standalone.
  • Mail messenger `
  • Instant messaging
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Cons
Discontinued Products
  • Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
  • Arbitrary and confusing limitations in business rules and custom fields
  • Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
  • Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
  • Reporting tools are clunky, slow, and just all-around pretty useless
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Oracle
  • The only area that the software has room for improvement is in the mail part. To a large extent, the email capabilities to the Oracle Beehive Enterprise Collaborative Server is not user-friendly. My opinion is that if the mail option was made in a more separate appearance to that of the calendar, task management, and address books it would appear more user-friendly.
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Likelihood to Renew
Discontinued Products
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
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Oracle
No answers on this topic
Usability
Discontinued Products
Desk.com and Salesforce Service Cloud's usability is seamless to get up and running, administer, and scale across the organization. It allows us to get up and running in days rather than weeks and has transformed our customer support teams globally into efficient, world-class teams. The best practices that the Salesforce and Desk.com teams provide are also very valuable, as we have the right case studies and tips to implement right away in our organization.
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Oracle
No answers on this topic
Reliability and Availability
Discontinued Products
We've never had a problem with Desk.com's availability.
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Oracle
No answers on this topic
Performance
Discontinued Products
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
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Oracle
No answers on this topic
Support Rating
Discontinued Products
Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.
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Oracle
No answers on this topic
Implementation Rating
Discontinued Products
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
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Oracle
No answers on this topic
Alternatives Considered
Discontinued Products
Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.
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Oracle
The only feature that makes Beehive Enterprise Collaborative software stack up against similar software is unification. It is wholly unified. Basically, it allows IT to function as one platform providing services like email, team workspace, and conferencing. Uniquely, this results in saving time and cost related to managing separate systems
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Return on Investment
Discontinued Products
  • Better customer service and employee efficiency when dealing with cases
  • It's so universal, meaning that everyone can use it and it's easy to understand.
  • The only negative impact is that our IT department who is assigned tickets has responded to customers instead of to the local reps and we have to ensure they know to change the email if it's assigned to them.
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Oracle
  • If one uses all its features to its optimum, I think they can go for break-even within around 1 year. We were able to achieve it. It helped us grab many projects.
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ScreenShots

Desk.com (discontinued) Screenshots

Screenshot of Desk.com ConsoleScreenshot of Desk.com Issue ScreenScreenshot of Desk.com Reporting and Analytics