Oracle Service Cloud Archived Reviews (More than two years old)

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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 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.

What other advice do I have?

Being active on their forums is very helpful to innovating and problem solving.
Consultant
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 valuable to any service organization.

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 based on trending volume of incidents.

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 business rules. I have heard there are some changes in the works though. Regarding business rules the UI and the way you… 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.
Find out what your peers are saying about Oracle Service Cloud vs. Salesforce Sales Cloud and other solutions. Updated: May 2020.
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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 communication modes. A meaningful interaction with the customer in order to gather the utmost possible… 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 integration with Oracle RightNow).

What needs improvement?

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

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

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 RightNow has given equal importance to these three, which overwhelmingly satisfies the customer.

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.