Oracle Fusion Service Benefits
My company used to use Oracle Fusion Service to offer support for Worley, an engineering company present in 30 to 40 countries. If you consider the human resources aspect, each country where a company's branch operates will have a different set of rules and regulations, but Oracle Fusion Service seamlessly supports them all without any issues.
View full review »JD
Justin Dillow
Configuration Engineer III at Harte Hanks
It allowed us to shorten the time to resolve issues and facilitate multiple concurrent avenues of contact for customers.
View full review »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.
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CRM
March 2024
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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.
View full review »Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and automation can be built into the workflow resulting in potential less clicks for agents.
View full review »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 England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the accurate and up-to-date info on the knowledge base deflected the calls.
I have been working with OSvC since 2004 and in that
time, I have submitted several enhancement requests (Ideas Lab), of
functionality that was severely lacking and would seem logical for the
use of Service cloud.
Some of the examples are with the Knowledgebase which is what the
Original RightNow was designed for, though a lot of the enhancement
requests and now being developed as a part of the Knowledge Advanced
proposition, which is sold in addition to the OSvC functionality.
Other examples of enhancements are like the "Currency" and "Hierarchy
Menu/MultiSelect Menu" as Custom Fields which have not been developed (I
personally submitted an Ideas Lab request for the currency back in 2007)
The AUP program is an excellent idea and is in line with the cloud
pricing/subscription models in the market place though it is more the
content of the upgrades that need improvement.
TO
Thomas Oates
Manager at a tech vendor with self employed
It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers.
View full review »Logging all channel interaction in the same place gives us the ability to better determine FCR.
View full review »ER
Elmar Rudelstorfer
Process and Data Manager at Point of Origin
We had to manage the work of about 45 people in sales: 30 in retail, 15 in gastronomy. You need good IT skills to run the system well, and it's not lean to manage, though it's flexible and there are many possibilities for desired developments.
View full review »- 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 hasĀ an amazing and very powerful reporting.
We have streamlined our email process and allowed customer self-service to reduce phone calls.
View full review »Being the platinum partner of Oracle, we did the implementation for this client thus making the system work beyond their expectations.
View full review »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).
Buyer's Guide
CRM
March 2024
Find out what your peers are saying about Oracle, Microsoft, Pega and others in CRM. Updated: March 2024.
765,234 professionals have used our research since 2012.