Oracle Service Cloud Reviews

Filter by:Reset all filters
industry
Filter Unavailable
Company Size
Filter Unavailable
Job Level
Filter Unavailable
rating
Filter Unavailable
ColinCampbell
Consultant
Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view... more»

How has it helped my organization?

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of... more»

What needs improvement?

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or... more»

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

Named-user licences are cheaper, though a concurrent licence will be more appropriate if you have a large number of users who log in on a shift... more»

Which solutions did we use previously?

In the past, I have used KANA (pre-2002) & CosmoCall.
Bryan Arndorfer
Consultant
Senior Consultant at a tech services company with 51-200 employees
Mar 23 2017

What is most valuable?

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... more»
Find out what your peers are saying about Oracle, Microsoft, eGain and others in CRM.
301,063 professionals have used our research since 2012.
Rhianna Albert
Real User
Director, Solutions Consulting at a tech services company with 51-200 employees
Mar 16 2017

What is most valuable?

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... more»

How has it helped my 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... more»

What needs improvement?

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... more»

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

Make sure you know what you are licensed for and take advantage of all the features and functionality available with your license.
reviewer622386
Real User
Project Coordinator at a manufacturing company with 1,001-5,000 employees
Aug 07 2017

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.

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

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

Which solutions did we use previously?

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

What other advice do I have?

Being active on their forums is very helpful to innovating and problem solving.
Tasha Sylvester
Real User
Solution Director - Oracle CX at a tech services company with 51-200 employees
Apr 02 2017

What is most valuable?

* Reporting * Knowledge-base * Incident management * Chat * Co-browse * Smart Assistant * Workflows

How has it helped my organization?

Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and... more»

What needs improvement?

When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify... more»

Which solutions did we use previously?

We did not previously use a different solution.

What other advice do I have?

This is an excellent product. The development team at Oracle is constantly creating new better versions. This product is an excellent... more»
Rasheed Ahamed
Consultant
Technical Consultant at a tech services company with 10,001+ employees
Mar 13 2017

What is most valuable?

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... more»

How has it helped my organization?

67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media... more»

What needs improvement?

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

Which solutions did we use previously?

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

What other advice do I have?

The customer journey surrounds three experiences: "The Web Experience", "The Contact Centre Experience" and "The Social Experience". Oracle... more»
Luís Melo
Real User
Head of Solutions Delivery UK at a tech services company with 51-200 employees
Mar 13 2017

What is most valuable?

* Web customer portal * Knowledge base * Incident and activity management * Contact and organisation management * Chat and skill-based routing *... more»

How has it helped my organization?

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

What needs improvement?

* Release and environment management

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

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.

Which solutions did we use previously?

We did not previously use a different solution. Oracle RightNow is the only solution in the market that offers a true omni-channel experience... more»
C Davis
Real User
Guest Insight Analyst & Oracle Service Cloud CX Administrator at a transportation company with 1,001-5,000 employees
Mar 13 2017

What do you think of Oracle Service Cloud?

What is most valuable?: 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. • How has it helped my organization?: We have streamlined our email process and allowed customer self-service to reduce phone calls. • What needs improvement?: Support is an area with room for improvement. • For how long have I used the solution?: I have used it for eight years. • What do I think about the stability of the solution?: Unfortunately, there are times when it goes down, but we have never had an outage that has impacted us significantly. • What do I think about the scalability of the solution?: We have not encountered any scalability issues. • How is customer service and technical...
See 1 More Oracle Service Cloud Reviews

Articles

User Assessments By Topic About Oracle Service Cloud

Find out what your peers are saying about Oracle, Microsoft, eGain and others in CRM.
301,063 professionals have used our research since 2012.

Oracle Service Cloud Questions

Oracle Service Cloud Projects By Members

Oracle Service Cloud Consultants

What is Oracle Service Cloud?

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries.

This flexible and scalable platform includes:

  • A highly interactive and pixel-perfect Web and Mobile Customer Service, encouraging customers to self-serve via a customer portal, knowledge base, Facebook page, or peer-based community. Service can also be predictive, through the Internet of Things, or automated through virtual assistants, for example.
  • A unified Cross-Channel Contact Center that captures a unique 360-degree view of every consumer across all channels guiding agents to seamless resolution.
  • A time-based, self-learning, and predictive Field Service Management (formerly TOA Technologies) that automates and optimizes operations in the field.
  • A fully integrated cloud Knowledge Management solution that delivers a seamless and consistent experience across all channels. It is the backbone of every omnichannel service strategy.
  • Oracle Policy Automation delivers Smarter Advice–a more personal, richer interaction with customers based on the easy automation of business processes, rules, regulations, and organizational policies.

  For more information visit https://cloud.oracle.com/en_US/service-cloud

Also known as
Oracle RightNow
Oracle Service Cloud customers

Pacifico Seguros Generales, Elsevier B.V., Madison Area Technical College, Bigtree Entertainment, Pvt. Ltd., HM Land Registry, Walmart Stores Inc., MakeMyTrip Ltd., Orbitz Worldwide LLC, Big Fish Games Inc.

BUYER'S GUIDE
Not sure which CRM solution is right for you?

Download our free CRM Report and find out what your peers are saying about Oracle, Microsoft, eGain, and more!

Sign Up with Email