Oracle Fusion Service Reviews

• Omnichannel customer support for multiple clients. 
• The benefit of having ways to defer call volume like KBs and chat help reduces cost.

It allowed us to shorten the time to resolve issues and facilitate multiple concurrent avenues of contact for customers.

• With add-ins, customer portal, custom apps, and APIs, there isn't much you can't do.
• The ability to use chat and an ever-evolving knowledge base allows us to reduce the cost per contact.

• Social: The forums and cloud monitor are a bit clunky and frequently run into issues. The solution of upgrading to their SRM software does iron out much of the cloud monitor hangups, but the forums still feel like they are out of date.

• Billable session: If you have a large customer base hitting your knowledge base articles, the billable sessions can get expensive very quickly.

No.

No.

If you have a problem, you will always be able to get in touch with someone that can help. The support is top notch. They also are great at using client input to see where they can improve the product.

I have used other CRMs like SFDC, but this is by far my favorite and go-to solution for almost all applications.

Yes.

In-house.

Reduced cost of contact and reduced overhead.

Our company helps clients with IT infrastructure services which include migration, implementation, and management of the solution. 

The solution changes the way clients work to make it easier and faster. 

Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise. 

I have been using the solution for four years. 

The solution is stable. 

The solution is scalable. 

Technical support is very good. 

The initial setup is not complex. We typically utilize an architect and IT engineer to design functionality and then simulate the architecture before deployment. 

The deployment depends on the size and complexity of the project and definitely requires skilled technicians. Our typical clients have one hundred users. 

Our company implements the solution for our clients. When we deliver projects, we also train clients and offer ongoing technical support. 

Our company is a preferred partner and has a good relationship with the provider. 

The ROI for our clients is good and we assist them every step of the way to achieve their goals. 

Licensing fees are on the higher end and I rate them an eight out of ten. 

We work with clients to implement the best solution for cloud services in their environment. Clients tell us their needs and we recommend a solution to meet those needs. 

Clients might want solutions deployed in the cloud, at their own data centers, or using hybrids of both. Recently, we have seen a shift toward clients wanting to maximize their investment while reducing local costs so cloud environments are popular. 

We work with the solution as well as Azure, AWS, VMware, and Senegal. We deploy the solution in the Azure and AWS clouds. 

I rate the solution a seven out of ten. 

We are using Oracle Service Cloud as our ERP for our back office.

Oracle Service Cloud could improve the integration for older platforms.

I have been using Oracle Service Cloud for approximately eight years.

Oracle Service Cloud is stable and agile.

The scalability of Oracle Service Cloud is good, and it is easy to do.

We have approximately 800 people using this solution in my organization.

The most important aspect of Oracle Service Cloud has been the support. We have a service manager and we are constantly contacting our specialist for help with many areas, such as networking, database, and applications. We always have the access to a specialist which is very important to us.

Positive

The setup of Oracle Service Cloud was easy.

I would recommend this solution to others.

I rate Oracle Service Cloud a ten out of ten.

We are using a product for field force management. I'm head of ICT and we are partners with Oracle. 

The solution is stable and scalable with good technical support. 

Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.

I've been using this solution for three years. 

The solution is stable. 

The solution is scalable, we have around 200 users. 

Their technical support is quite good.

Positive

The initial setup was complex, but the team went through the training, so they were able to manage it. The goal of the system is to make the operations easy, but the setup is complex due to the nature of the processes.

Licensing costs are quite expensive. 

This product was purchased as part of other Oracle stack products the company uses from its communications stack. We decided to purchase a full end-to-end stack from Oracle for easier integration.

I rate the solution eight out of 10. 

• Web customer portal
• Knowledge base
• Incident and activity management
• Contact and organisation management
• Chat and skill-based routing
• Incident routing and escalation
• Outreach (mailshots) and feedback (surveys)

It allowed management, operations, service, sales and marketing to have a full view of the customer base, and a single platform to manage all customer engagement activities.

• Release and environment management

I have used it for five years.

We have not encountered any deployment issues.

We have not encountered any stability issues.

We have not encountered any scalability issues.

Customer support is excellent with the dedicated Oracle Service Cloud portal, knowledge base and support lines.

Technical support is excellent.

We did not previously use a different solution. Oracle RightNow is the only solution in the market that offers a true omni-channel experience and a native joined-up approach between service, sales, marketing.

Initial setup was straightforward. The out-of-the-box functionality and features are very well aligned with reality, making it easier to accelerate deployments

An in-house team implemented it.

We haven't measured ROI yet.

If you have sporadic users - i.e., not everyone is going to access it all day - go for "non-contact centre users", which are much cheaper.

Before choosing this product, we evaluated:

• Oracle Sales Cloud
• Sage SalesLogix

We use the solution to create work orders and service request updates. It is an integration between the field service cloud and the service cloud.

The product provides a chart functionality in its portal. It also enables us to share things with customers. The solution is easy to learn. We can easily adapt to the application. It is easy to integrate the solution with other tools. It provides a lot of REST APIs. We have used the OTBI reports. The reports have drag-and-drop features. Even customers can create reports easily. The tool is easy to use.

The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.

I have been using the solution for the past three to four years.

We have more than 50 users in our organization.

The installation is easy. The product is cloud-based.

The tool is reasonably priced.

I will recommend the solution to others. Overall, I rate the product a nine out of ten.

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for.

The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper person/group. Depending on business, it is easy to route based on product line and translate to skill set the agents have who work the cases/incidents.

I started using this solution back in 2006/2007.  At that time, I was a help desk agent, and used it to communicate with all my end users and track the problems they encountered with technology.

The biggest deployment concern I run into is that the primary agent console requires a combination of Internet Explorer, Microsoft Windows, and .NET.

After seeing the tools' capabilities, it is visible why the requirements are as they are. You have an app that has the potential to be "customized", if you choose to.  And most of us eventually choose to customize the app and enjoy the benefits of integrated ERPs, transactional tracing, etc...

It should be noted the future of the product is removing these requirements.

This product is one of the more stable cloud products I have come across on the cloud. Maintenance windows are scheduled; however, they rarely take the site down for more than 30 seconds in a 180-day period. The few major outages I did encounter were resolved in about 5 minutes and full communication was shared with me and the other stakeholders from the Oracle team as issues occurred.

The few gotchyas in the initial setup are fairly easy to work thru with an experienced implementer who has encountered the problem.  

When I initially set this up as a customer I had previously learned that you can build big complex lists and choices for users to select from. However, users get overwhelmed and end up choosing "other" just to allow the screen to move forward. Lesson learned: Keep it simple.

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works though.

Regarding business rules the UI and the way you construct them has not changed in many years. This part of the administration is not as intuitive of some of the other areas. The Outreach piece which controls the Service Marketing activities has not had any new features in some time but this is likely because the tool is not meant for mature marketing organizations in that respect. A solution like Oracle Marketing Cloud (Eloqua ) would be a better suited for pure Marketing type activities.

It feels like only yesterday, but it's been about a decade.

We have not encountered any deployment issues in recent versions. Any issues we experienced were several years ago

We have not encountered any stability issues.

We have not encountered any scalability issues; this is an enterprise application.

Customer service is fair. I have seen improvements in response time over the past year. Customer success managers are a valuable asset that can be leveraged if you do need assistance navigating the customer support landscape.

Many of the technicians have a deep level of knowledge.

Initial setup was straightforward and implementation can be done in weeks vs years.

Make sure you know what you are licensed for and take advantage of all the features and functionality available with your license.