Oracle Service Cloud (formerly RightNow)
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: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers. OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance..
Average Rating: 3.9/5.0
Total Reviews: 113
How Do G2 Users Rate Oracle Service Cloud (formerly RightNow)?
- Has the product been a good partner in doing business?: 7.5/10 (Category avg: 9.0/10)
- Workflow: 8.2/10 (Category avg: 8.7/10)
- Customization : 8.0/10 (Category avg: 8.5/10)
- Customer Portal: 8.6/10 (Category avg: 8.7/10)
Who Is the Company Behind Oracle Service Cloud (formerly RightNow)?
- Seller: Oracle
- Year Founded: 1977
- HQ Location: Austin, TX
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Twitter: @Oracle
827,997 Twitter followers -
LinkedIn® Page: www.linkedin.com
207,576 employees on LinkedIn® - Ownership: NYSE:ORCL
Who Uses This Product?
- Top Industries: Information Technology and Services, Retail
- Company Size: 56% Large, 38% Medium
What Do G2 Reviewers Say About Oracle Service Cloud (formerly RightNow)?
AI-generated summary from verified user reviews
Pros
- Users find the interface clear and helpful, streamlining the tracking of records and activities effectively.
- Users value the automation capabilities of Oracle Service Cloud, transforming manual processes into efficient digital workflows.
- Users value the digitization of ombudsman channel management through Oracle Service Cloud, enhancing efficiency and organization.
- Users value the digitization of processes in Oracle Service Cloud, enhancing efficiency in channel management.
- Users value the digiital transformation provided by Oracle Service Cloud in enhancing channel management efficiency.
Cons
- Users report encountering bugs and errors in Oracle Service Cloud that disrupt business operations and cause data loss.
- Users often face bugs and errors in Oracle Service Cloud, which can lead to automatic contact deletions affecting business operations.
- Users often face data inconsistency issues with Oracle Service Cloud, leading to mismatched reports and poor responses.
- Users face data management issues with Oracle Service Cloud, as reports often misrepresent actual data.
- Users often face delayed responses and discrepancies in reports that hinder effective decision-making.
What Are Recent G2 Reviews of Oracle Service Cloud (formerly RightNow)?
"Revolutionizing Customer Support by Oracle Service Cloud"
Rating: 5.0/5.0 stars
— Vishal B.
Rating: 4.0/5.0 stars
— Alexandra Z.
