Oracle Fusion Service Reviews

Documenting call center customer interaction, transferring incidents between teams and the help desk chat.

• The OSC has been a great help, providing guides for agents, chat and help desk, surveys, etc.
• It's easy to document and work on customer cases.
• It has an amazing and very powerful reporting.

Love the power of reporting and dashboards. Also, I really like how easy it is to customize the OSC to fit most needs.

I think it is really good as it is but the chat routing could use some improvements. It is difficult to manage lots of queues since the agents can only have one profile.

Well, all of the features are pretty great. We use it for incident management and FAQs. These are the features that are valuable to us.

We have streamlined our email process and allowed customer self-service to reduce phone calls.

Support is an area with room for improvement.

I have used it for eight years.

Unfortunately, there are times when it goes down, but we have never had an outage that has impacted us significantly.

We have not encountered any scalability issues.

My customer service team that I work with is great.

This one is tricky. Their tech support does need improvement, mostly around how long it takes to fix an issue.

We implemented Oracle Service Cloud for a building management company. They were very happy as their customers were able to call, chat and email their issues and these were closely monitored and were tracked regularly for resolution.

Being the platinum partner of Oracle, we did the implementation for this client thus making the system work beyond their expectations.

• Self-service through the customer portal
• Knowledge management
• Omni-channel through CoBrowse
• CTI
• Chat, etc.

Their mobile application for this product could be made more attractive as it currently has little functionalities.

Basically, it is a suite built for providing services; the ability to connect to the customers is a highlight here by making use of all communication modes. A meaningful interaction with the customer in order to gather the utmost possible information to provide better solution makes the difference here.

Features including Chat, Co-Browse, SLA, Social Monitor, Knowledge Base, Smart Assistant, etc., are found most valuable.

67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media integration with Oracle RightNow).

• Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)

I have used it for six months.

We have had no issues with the deployment.

It is an absolutely stable product with no issues.

It is definitely a scalable product.

Customer service is 9/10.

Technical support is 9/10.

This is my first experience working with a cloud CRM tool like Oracle RightNow.

Initial setup was completely straightforward. Required interface- and site-level modifications can be done easily in the cloud portal with the help of Configuration Assistant.

Customers who enjoy a great customer experience actually pay 30% more on average for that experience. Great knowledge gathering and continuous requests to provide prolonged service are the ROI.

The customer journey surrounds three experiences: "The Web Experience", "The Contact Centre Experience" and "The Social Experience". Oracle RightNow has given equal importance to these three, which overwhelmingly satisfies the customer.

This product is used to provide and kind of service that is related to customer support.

Everything is managed by Oracle, so they have security in place. We rely on the vendor for that.

Oracle has to work on the interface for this solution. The user experience has to be much better.

They have to work on integration with other systems.

I have been using Oracle Service Cloud for the past four years.

This is a stable product and I plan to continue providing it.

This is a scalable product, given that it is a cloud offering.

Technical support from Oracle is available if we have any issues.

This is a cloud offering so you don't have to install it.

This is definitely an expensive product compared to others on the market. There are no fees in addition to the subscription model.

I can recommend this product to people with the right budget.

I would rate this solution a six out of ten.