FROM RIGHTNOW TO WHAT'S NEXT:

7 Capabilities of Oracle Fusion Service

And why they matter for your team.

Whitney Chamblin

Business Development Lead

November 21, 2025
Fusion Service was designed for the way service teams work today. From AI in the flow to a modern workspace, this overview walks through the capabilities that make a difference and what teams should know when thinking about a move from RightNow.
Oracle B2C Service (RightNow) has been a dependable workhorse for years. A lot of organizations still rely on it, and for good reason. It's stable, it's scalable, and it's helped service teams deliver great support across countless industries.

But service doesn't look like it did ten years ago, or even five. Automation is becoming essential, customer expectations continue to rise, and support teams are stretched thin. That shift is why so many service leaders are reevaluating their tools and looking at what a more modern platform can do.

Here's what the industry looks like right now:

  • 79% of service leaders are under pressure to adopt AI
  • 60% of Gen Z prefer self-service
  • Agent attrition still sits around 30-45%

RightNow gave teams a strong foundation. Oracle designed Fusion Service to take things even further.

Here Are 7 Things Fusion Service WILL Do that RightNow simply wasn't built for:

1. AI That's Built In, Not Added On

Fusion Service was built for AI from the start, which means the system handles work that used to slow teams down. It can sort and classify service requests, summarize conversations, recommend next steps, respond to and resolve service requests, and even draft knowledge articles.

Team benefit from faster responses and resolutions, fewer manual tasks, and support experiences that feel more consistent for customers.

2. One Data Model for Customers Assets and Service

RightNow handles service data well. Fusion expands that by connecting service with marketing, sales, assets, orders, logistics, billing, subscriptions, and field operations all on a shared data model. Everything that impacts a customer or asset is visible in one place.

This helps teams make better decisions, respond with more context, and anticipate needs instead of reacting to them.

3. Self-Service That Matches Modern Expectations

Younger customers prefer to solve problems themselves, and Fusion supports that with a self-service portal that reflects real-time information. Customers can check the status of requests, review asset and warranty details, follow guided troubleshooting, or escalate to an agent when needed. Oracle Digital Assistant and integrations with SMS and WhatsApp adds conversational support that feels natural.

This reduces call volume, shortens wait times, and gives customers more control.

4. Knowledge That Grows with Your Service Operation

RightNow has always been solid in knowledge management, and many teams still rely on it to keep information organized and accessible. Fusion keeps those strengths and adds tools that support how service teams work today. AI can help identify gaps, suggest new articles, and surface the right content based on patterns in real service activity. The authoring and review process in more connected to the rest of the platform, which means content stays current as your operation changes.

New agents get answers faster and customers receive clearer answers with less effort.

5. A Workspace Built for Today's Agent

RightNow's interface reflects the era it was built in. Redwood reflects the era we're in now. Agents move through tasks more easily, navigate without losing their place, and receive suggestions that help them stay productive. Visual Builder allows teams to adjust workspaces and workflows without depending on heavy IT support.

Agents learn the system faster and are able to stay focused on the customer instead of the software.

6. Automation Across Every Step of Service

Fusion automated work from the first digital interaction to the last field-service visit. It can trigger actions based on IoT signals, create work orders automatically, optimize technician routes, and coordinated handoffs between digital support and assisted service.

The result is a service operation that runs with fewer gaps, shorter delays, and more predictability.

7. A Deal That Makes Modernization Practical

A lot of teams assume moving to a new platform has to be expensive. Oracle has lowered that barried by keeping per-user costs steady and offering twelve months of RightNow at no cost when organizations commit to Fusion long term. Low-code tools reduce the amount of IT support teams usually need, and removing older integrations cuts ongoing expenses. The RAMP tool provides automatic source to target data migration from your RightNow instance to your new Fusion Service instance.

All of this makes it easier for service leaders to consider Fusion without putting strain on their budgets.

How Motiv Helps Teams Move from RightNow to Fusion with Confidence

Modernizing your service platform is a big step, we get it. But it helps to have a partner who understands both sides of the journey. Our consultants have delivered award-winning work across both RightNow and Fusion, including migrations recognized by Oracle for their innovation and service impact. That experience shapes the way we guide teams through this transition.

We start by looking closely at how your service operation works today. This begins with a focused assessment that takes about one week, to give you a realistic view of your readiness and what a move to Fusion would involve. If the timing makes sense, we move into a Motiv Map. This phase gives everyone a clear view of what can improve and where Fusion will have the strongest impact.

From there, we outline a path that fits the way your teams already work. The plan stays grounded in what matters day to day, so the move into Fusion feels manageable instead of disruptive.

Our goal is simple: Help you get the value of a modern platform, while keeping the transition steady and predictable.

RightNow has served many organizations well. Fusion is where Oracle is investing next. If you're exploring what that move could look like for your team, we're here to talk through it and help you find the right starting point.