Oracle Service Cloud (formerly RightNow) Reviews & Product Details

Oracle Service Cloud (formerly RightNow) Overview

What is 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..

Oracle Service Cloud (formerly RightNow) Details
Languages Supported
Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Croatian, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Serbian, Swedish, Turkish, Ukrainian, Chinese (Simplified)
Product Description

Oracle Service Cloud (formerly RightNow) combines Web, Social and Contact Center experiences for a unified, cross-channel customer service solution in the Cloud.

How do you position yourself against your competitors?

Oracle Service Cloud is uniquely scalable and flexible, leading organizations across all industries and sizes to success as they support millions of monthly customer service transactions every month. Our Roadmap to Modern Customer Service methodology and unique product offerings enable customers to transform service strategies and deliver proven and measurable results.

Unique to the Oracle Service Cloud solution: The most functional knowledge management portfolio in the cloud; seamless integration and support of a wide range of engagement channels (self-service, chat, social, communities, video chat, IoT, etc.) as they evolve into the future; a time-based, self-learning, and predictive field service product; a policy automation tool that ensures consistent and transparent policy communications; and the ease of integration of Oracle and non-Oracle cloud and on-premise systems and data (like sales, marketing, and commerce) into the agent desktop for a true 360-degree view of a user's customer base.


Seller Details
Seller
Oracle
Ownership
NYSE:ORCL
Company Website
Phone
+1 (650) 506-7000
Year Founded
1977
HQ Location
Redwood Shores, CA
Total Revenue (USD mm)
$39,506
Twitter
@Oracle
777,575 Twitter followers
LinkedIn® Page
www.linkedin.com
185,372 employees on LinkedIn®
Description

Oracle Corporation develops, manufactures, markets, hosts, and supports database and middleware software, applications software, and hardware systems.


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Oracle Service Cloud (formerly RightNow) Reviews

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Operations and Product Lead | Crimson Global Academy
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It causes you make assignments and oversee them. You can make Opportunities and dole out different fields to them. Contacts information base is fantastic. You can undoubtedly recover information from the CRM. You can alter your dashboard according to your necessities. It is a fantastic tool you can plan overviews and surveys with the Service Cloud. The dashboard is a keen platform with charts and expectations. The tool has coordinated client care, call focus and web-based media control tools. You can screen your clients contact history with your image. Review collected by and hosted on G2.com.

What do you dislike?

No tool can be immaculate and henceforth additionally has a negative point. It is somewhat dull in its standpoint, might have been somewhat vivid and satisfying to the eyes. Rest, it is an extraordinary tool and a prescribed answer for amp up your CX game. You simply need to get a hang of it first and foremost and pushing ahead is a stunning tool for the representatives. We are fixated on the Service cloud in the working environment. Also if an update should be made on the UIs, computerized reports at that point key clients are fundamental. Lamentably, the program is difficult to learn. It is fundamental to make the plans of the UIs as client situated as could be expected under the circumstances. Contribute time on item trainings and workshops during the execution of the tool Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Overall it is a great tool since it does not take up a lot of space but instead offers you cloud space. You can utilize predefined correspondence messages and contents to speak with the clients. The tool is cloud based in this manner the permit expenses can be upgraded. Stage can be coordinated with different projects, for example, CRM through interfaces. Hence you can look through client buy history. Review collected by and hosted on G2.com.

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CX Consultant
Information Technology and Services
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The following pointers make RightNow a Must-Have tool:

1. It helps you create tasks and manage them

2. You can create Opportunities and assign various fields to them

3. Contacts database is excellent

4. You can easily retrieve data from the CRM

5. You can customize your dashboard as per your requirements.

It is an excellent tool, you can prepare surveys and polls with the Service Cloud.

The dashboard is an intelligent platform with graphs and predictions. Review collected by and hosted on G2.com.

What do you dislike?

No tool can be flawless and hence RightNow also has a negative point.

It is a bit dull in its outlook, could have been a bit colorful and pleasing to the eyes.

Rest, it is a great tool and a recommended solution to amp up your CX game.

You just need to get a hang of it in the beginning and moving forward it is an amazing tool for the employees. We are obsessed with the Service cloud at the workplace. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is a great tool and a recommended solution to amp up your CX game. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

1. Contacts Management

2. Task Management

3. Opportunity Management

4. You get a 360-degree view

5. Quick resolution

6. Helps improve CX

7. Helps in Personalised messaging

8. Can monitor topics & emotions

9. You can design surveys

10. Create Polls

RightNow is a problem solver and has been a holy-grail for various Industry Leaders around the Globe.

Many Industry Leaders in India trust Oracle and choose to go with its cloud solutions for the strong position it has maintained in the tech business. Review collected by and hosted on G2.com.

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Open Discussions in Oracle Service Cloud (formerly RightNow)
AR
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Easy access to CRM data and integrates well with our CMS. Review collected by and hosted on G2.com.

What do you dislike?

Complicated to test and installation was very complex Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Able to better support consumers and find consumer and transaction data in one platform Review collected by and hosted on G2.com.

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Senior Systems Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Oracle Service Cloud offers several customization options to solve each problem. It can be used with high results at several levels of the organization. Review collected by and hosted on G2.com.

What do you dislike?

Cloud access and social services can be improved. Therefore, it is frustrating and NOT very straightforward for other players to explain their ' sessions ' definition. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Compare the apps, just as any program, to ensure that this device meets all your business needs. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Oracle Service Cloud has helped us shorten our time to solve problems with several clients. The solution is very personalizable. There's not much you can do with add-ins, client portals, custom apps, and APIs. While integrating it into a larger Oracle ecosystem, it needs to extract the greatest value. Review collected by and hosted on G2.com.

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Creative Director
Media Production
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Oracle service cloud is easy to use and it is very easy to customize.It is provides lives chat.Email support is best strengths this platform. It is seamless integration with voice,chat and email.It is very helpful to create new reports,new profiles etc.It is easy to navigate. Review collected by and hosted on G2.com.

What do you dislike?

Oracle service cloud it is one of the great feature for the customers service.I have don't anyone thing is dislike.I have not any negative comment on this feature.It is very helpful. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is easy to use and easy to navigate.we can chat multiple customers at a one time.It is cloud based so easy to use anytime. Review collected by and hosted on G2.com.

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CX-Product Consultant
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Knowledge management, Contact Center, Guided Assistance, Policy automation, Case management, customer portal framework with reference implementation using PHP framework. Smart assistant, VCIO. Integration with CPQ,EBS,Sales cloud using ICS. Best part is Upgradation of service cloud will be at our end only and also it takes less than 5 min. Review collected by and hosted on G2.com.

What do you dislike?

Speed of admin console. Less out of box features, constant hickups with admin console, Scarce documentation. Most important is no prior info given about upgrades from oracle Review collected by and hosted on G2.com.

Recommendations to others considering the product:

nil Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Leveraging reference implementation for customer portal enhancements, Huge KB articles repository, Review collected by and hosted on G2.com.

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AM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The tool has integrated customer care, call center and social media moderation tools. You can monitor the your customers contact history with your brand. You can use predefined communication emails and scripts to communicate with the customers. The tool is cloud based therefore the license costs can be optimized. Platform can be integrated with other programs such as CRM through interfaces. Therefore you can search through customer purchase history. Review collected by and hosted on G2.com.

What do you dislike?

The tool is well packaged however companies need dedicated key users for keeping the interfaces, and graphical interfaces up-to-date. Plus if an update needs to be made on the user interfaces, automated reports then key users are necessary. Unfortunately the program is hard to learn. It is essential to make the designs of the user interfaces as user oriented as possible. Invest time on product trainings and workshops during the implementation of the tool. I suggest work with your end users so that they will be more engaged with product after implementation. By end users I mean contact center agents. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

During the implementation stage you should work with the contact center agents and business teams. I suggest to create a timeline for functionalities to go live. Do not try to make all of them go live at the same time. I suggest to recruit an internal key user personnel within your organization. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Benefit of the program is Oracle Service Cloud is well integrated and includes packages with many functionalities. But it is hard to implement and manage. You need to work with a good implementation team. Invest time on the key user trainings to decrease the post implementation costs, increase data quality and efficiency of your agents. Review collected by and hosted on G2.com.

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Knowledge & Quality Manager
Professional Training & Coaching
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The built-in features which enabled us to deploy with less customization required, which allowed us to meet our very short project timeline. I am also a fan of Engagement Engine. We are able to create rules which allowed us to control when to display our support icons. Review collected by and hosted on G2.com.

What do you dislike?

I am not a fan for their 'Billable Session' concept, it's confusing and NOT very easy to justify to other stakeholders. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make sure you relate to your sales/ account representative your main objective - trust that they will provide you the right recommendations. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We acknowledged that we have different customer types and we wanted to make sure we are able to provide different support options. Launching Chat support allowed us to do exactly that. With this new support option, we are able to provide real time feedback on what service type their hardware requires. This definitely provided a better support experience to our customer. Review collected by and hosted on G2.com.

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Technical Writer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

We use this to track documentation projects. Easy to use and keep progress of our documentation tickets. Previously was on a team that used it to upload PDFs to a portal for users. That portal is a little outdated as well, but once you figure out how it works, it's easy to navigate. Review collected by and hosted on G2.com.

What do you dislike?

A little outdated-feeling. UI is a bit antiquated. Some things are not very obvious until you know how to do that/where to find them. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Unfortunate that once someone submits a ticket, they cannot go in and change it.

Nice way to keep track of all of our teams' tickets. Review collected by and hosted on G2.com.

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El Salvador - Customer Service Manager
Computer Networking
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The ability to do so much with it! every business has unique needs and processes and reporting needs, Oracle Service Cloud can meet almost everything! so flexible, so versatile that is amazing for support areas that are often cost centers in a company and have it rough to get a seat in the IT development prioritization as for the most part it decreases or in some cases even eliminates the need for a developer Review collected by and hosted on G2.com.

What do you dislike?

It just became so big that it gave Oracle the ability of doing it "Barbie Style" sold separately!. All of the sudden you see something it can do, that you want and need, and you find out that is actually an "add-on" item or a "third-party" integration! Make sure you know exactly what your business needs before negotiating contract Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Maybe just make sure you know what you really need out of OSC before starting contract negotiations . You can only get so much during implementation, so make sure to roadmap your journey and know what you can do on your first, second, third year and so on.. if you don't, you may end up contracting for features you won't be able to implement until 2 or 3 years in the country. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Definitely hearing from our customers via the Customer Satisfaction Surveys and giving them self help tools have been huge to improve our service among so many other great things we have accomplished in our company in 8 years of being an Oracle customer Review collected by and hosted on G2.com.

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AI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

I like the ease of use for our agents. It's a highly intuitive product that allows for customization to fit our business needs while not implementing a huge learning curve for our staff utilizing the tool. Review collected by and hosted on G2.com.

What do you dislike?

The out of box reporting is limited and with our large incident and customer database we have experienced issues with running canned reports or dashboards due to that complexity. These dashboard timeouts can have a negative impact on our management of our hundreds of queues. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Incident management across multiple channels using 1 tool is a benefit. We have agents answering phone calls through our integrated telephony partner, answering emails and chats simultaneously. Review collected by and hosted on G2.com.

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CEO
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

Cloud Portal for Accountholders. We love the immediate info access that our account holders can receive. Review collected by and hosted on G2.com.

What do you dislike?

We did not keep up with what RN offered. It would have been helpful to have a continued education process and review of our use of the platform. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have shifted from employee input and operations to more automated service. Making our account holders and our pocket book happy. Review collected by and hosted on G2.com.

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Supply Chain Performance Specialist
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

I like being able to integrate our custom design with OSvC. It has a nice interface that is easy to navigate and train others. I like that the report building and the formatting/design available within it. Review collected by and hosted on G2.com.

What do you dislike?

There are a ton of features within the system, and it is hard to notice how to utilize it in a user-friendly way. I have started looking at implementing more custom scripts, but there does not seem to be any assistance with designing that. I sat through a course today with the ORacle Engagement Cloud, and it seems like they have rolled our Custom Script assistance prompts to help. I mentioned that I like the report building, but the analytics/chart design could use some work. At times, it is easier for me to just export the data to Excel and build dynamic graphs for presentations. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Root cause identification with procedures and training issues, especially with 3rd party vendors. It has provided a nice way to bring all users into a pre-defined method of handling incident investigations. Review collected by and hosted on G2.com.

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Systems Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

I love how much customization you can add to this product. Oracle does a great job of making it easy to create a new report, add a new field to a workspace, create a new profile, etc... Review collected by and hosted on G2.com.

What do you dislike?

I don't like that Internet Explorer must be set as the default browser to use the .NET Client. Our company has been moving away from IE to Chrome so it has been a challenge to keep IE as the default browser. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Overall, I love working on the product and I'm excited for all of the new features that are being added with each release. I'm looking forward to hopefully moving over some of our workspaces/workflows to BUI in the near future. We have worked extensively with the Oracle MS team to implement many new features into the product that were not out of the box. When we have Production issues, I know that I can trust our Technical Account Manager and his team to research and resolve the issue as soon as possible. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are using Oracle Service Cloud to help provide our agents a holistic view of our customer. This is helping our agents assist the customer with a variety of questions without having to transfer the customer to another department. Review collected by and hosted on G2.com.

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GG
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Easy Integration with other products

Good access to documentation and support

Great customization possibilities

Cross channel contact management

Robust reporting suite Review collected by and hosted on G2.com.

What do you dislike?

Rather high system requirements when working in the console. Can get laggy on your average office machines, especially when using complex workspaces or when running some heavier reports (especially trying to export the data can be troublesome). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Oracle Service Cloud across the entire organisation. We use it as a communications and knowledge platform for both internal and external customers. Review collected by and hosted on G2.com.

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Dropbox
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

This cloud product is great for our customer support. It is very easy to learn and use. We have used the live chat feature for several years.It is a great way for our customers to communicate with us through chat. We get hundreds of chats a day. Review collected by and hosted on G2.com.

What do you dislike?

I have not had an major issues with Right Now and we use it daily - 16 hours a day. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly recommend RightNow! It is a great live chat product. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is a great feature and really helps our business because we can chat with multiple customers at one time using this feature. so you can have one person chatting 7 different customers at once whereas if you that employee was on the phone, they would only be able to help that one person. Great feature! we love it! Review collected by and hosted on G2.com.

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UB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

This is the most comprehensive tool for handling customer conversations.It has chat and email based client support. Review collected by and hosted on G2.com.

What do you dislike?

Tedious report generation. Not so user friendly for a first time user. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is by far the best application for customer service conversations. Fast and efficient. Rarely goes offline unless there is an issue with the cloud service or internet. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer service emails and chat. The customers would initiate email on website which we would receive in this app Review collected by and hosted on G2.com.

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CU
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

like the ability of service cloud to integrate with other products in our org like Digital assistant and the rich API offering for custom integrations Review collected by and hosted on G2.com.

What do you dislike?

I dont really like the thin client user interface and navigation , its not user friendly. Also dont like the security groups implementation, its confusing Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

serving CSR address customer comcers arounf high bill, usage, outages, and processing start, stop and move services Review collected by and hosted on G2.com.

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AE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

OSvC allows us to manage our call center contacts in a searchable and efficient manner that we did not have with our previous solution. We have integrated it with the Five9 telephony service to provide our CSRs with one portal for customer interactions Review collected by and hosted on G2.com.

What do you dislike?

The desktop client is very resource intensive and memory hog. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Multi-channel service including chat and email avoidance using smartassistant. Review collected by and hosted on G2.com.

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: G2 Gives Campaign
What do you like best?

I like that there is a broad set of functionality that you can deploy across the software. Upcoming features do sound interesting and innovative. Ability to install custom add-ins to unlock more features is very nice. There has been a noticable improvement in system uptime and reliability for Oracle Service Cloud.

We Utilized Helix for implementation as well as an internal team concurrently for implementation. Review collected by and hosted on G2.com.

What do you dislike?

Difficult to iunderstand what is all included in your license. Trying to implement new features into what we are using currently can be difficult; this is either due to dependencies with other features that werent initially discoverable or it really only works when utilizing a feature that is not in our license.

Data is near impossible to utilize in any real, meaningful way which is preventing us from utilizing more features of the application. Business buy in is very difficult for new features because it requires better usability with our data or an unpalatable amount of time for discovery and testing.

Managing staff accounts is challenging making it very frustrating to keep our purchased licenses in check around our hiring seasons and normal turnover. Utilizing contractor employees is especially difficult since there is a lot of flux in their number.

.NET client is S L O W Review collected by and hosted on G2.com.

Recommendations to others considering the product:

When implementing the software make sure that you are geting complete and clear requirements from business around what they need. Try not to get stuck in a 1:1 transition plan, your experience with the software will be better optimized and more usable if you focus on what you truly need and the best way to accomplish that. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We utilize OpenMethods Harmony for Universal Queue to provide a single interface for agents to receive contacts and interact with the customer through. Solving for average handle time, speed of answer, first contact resolution. Review collected by and hosted on G2.com.

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AA
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Oracle Service Cloud is my favourite CRM tool, enabling organizations to easily manage high volumes of incoming customer service requests while also providing powerful self-service functionalities. Review collected by and hosted on G2.com.

What do you dislike?

The application can feel a bit old-fashioned in certain areas, which can make it a bit hard to see the advantages of the application. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our organization was able to efficiently manage incoming customer service emails and calls using Oracle Service Cloud. Review collected by and hosted on G2.com.

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Business Support Representative
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The modern interface and the built-in customerization options are getting better and more refined as the product ages. Review collected by and hosted on G2.com.

What do you dislike?

This product seems quite immature in its run. There are so many features that we still need to implement to get back to functionality and speed of the system that was in use beforehand. It has been an "all in" gamble for our company to create something usable and functional in a live call center environment and the struggles we've experienced with this software have outweighed most of the benefits for a veteran user. New users who never saw the previous system don't know any difference so there was never anything to compare. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Currently we are working to further automate our processes and pull data from various sources to have when a service call starts and there are many improvements that could be made. Review collected by and hosted on G2.com.

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GM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Oracle service cloud product is easy to use and simple.It is straight forward.It is one of the best way for our customers to communicate with us through chat.It is super extensible.Layout is simple. Review collected by and hosted on G2.com.

What do you dislike?

i do not have anything dislike with oracle service cloud.No negative aspects to say about this.It is fantastic and great for customer support. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Oracle service cloud product is easy to learn and use.Live chat is very good feature.It is use for the answer customer questions. Review collected by and hosted on G2.com.

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UR
Enterprise