Oracle Service Cloud Review

Included reports and the ability to customize are valuable features.

What is most valuable?

  • Integrated survey tools and reporting: wide selection of included reports and ability to customize

How has it helped my organization?

Logging all channel interaction in the same place gives us the ability to better determine FCR.

What needs improvement?

Ability to export records for archiving, or to query the DB directly.

For how long have I used the solution?

I have used it for Three years.

What was my experience with deployment of the solution?

We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again.

What do I think about the stability of the solution?

The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this.

What do I think about the scalability of the solution?

We have not encountered any scalability issues; we are expanding its use to other divisions.

How are customer service and technical support?

Customer Service:

Customer service is very good. However, Oracle has been "restructuring" so we have had high turnover of Sales and CSMs on our account.

Technical Support:

Technical support is very good, especially once you learn the right language to get your requests heard.

Which solution did I use previously and why did I switch?

We previously used a different solution. We switched because we needed to be able to offer omni-channel support and integrated knowledge.

How was the initial setup?

Initial setup was complex because we needed extensive integrations with an outside system. The admin setup is straightforward.

What about the implementation team?

A vendor team implemented it, in coordination with in-house SMEs; 9+ out of 10 for the vendor.

What was our ROI?

  • Channel migration
  • Improved loyalty for better CX
  • Integrated KPI reporting

What's my experience with pricing, setup cost, and licensing?

We underestimated how many seats we would use, because more teams requested access.

What other advice do I have?

Being active on their forums is very helpful to innovating and problem solving.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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