Oracle Service Cloud (formerly RightNow)

Oracle Service Cloud (formerly RightNow)

3.8
(100)

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

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Oracle review by User in Media Production
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Oracle review by Joyce S.
Joyce S.
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"Right Tool Makes the Job Easier"

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.

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.

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.

What business 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.

What Help Desk solution do you use?

Thanks for letting us know!
Oracle review by Flor M.
Flor M.
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"My OSC Review"

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

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

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.

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

Oracle review by Zach H.
Zach H.
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"Great for some application"

What do you like best?

The modern interface and the built-in customerization options are getting better and more refined as the product ages.

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.

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.

Oracle review by Justin D.
Justin D.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"My go to solution for Omnichannel CRM"

What do you like best?

Scalable:

You can make it as simple or as complex as you need

Customizable:

with addins, customer portal custom apps, and APIs there isnt much you cant do.

Continous Improvement:

The constant release of upgrades and improvements keeps the solution relevent and useful

Ease of Comminication with Oracle:

If you have a problem you will always be able to get in touch with someone that can help. The support is top notch. They also are GREAT at using client input to see where they can improve the product.

What do you dislike?

Social:

The forums and cloud monitor are a bit clunky and frequently run into issues. The solution of upgrading to their SRM software does iron out much of the cloud monitor hangups but the forums still feel like they are out of date.

Billable Session

If you have a large customer base hitting your Knoledge base articles the billable sessions can get expensive very quilckly.

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

Omnichannel customer support for multiple clients. The benefit of having ways to defer call volume like KBs and chat help reduce cost

Oracle review by Caroline D.
Caroline D.
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"Oracle Service Cloud Experience Review"

What do you like best?

The analytical empowerment the system provides is a great tool to track the engagement of the customer and the performance of the support team. The system in general also owns a very good potential for customization and adequability to a large range of different business cases.

What do you dislike?

The Business Rules engine, despite of the awesome performance, is a very tricky tool to work with. I believe the experience could be simplified, following the idea of the rest of the system. The documentation of some aspects of the system also can be very difficult to find.

Recommendations to others considering the product

As a consultant and system analyst, I believe it is my duty to alert about the major importance of a good partner when implementing the system. I am aware of the potencial of this system, but I am also aware of the stress that the implementation can cause when two elements get combined: the lack of experience of the partner and a weak idea of the customer of what goal it means to achieve with the system. A good analysis IS necessary to do a good implementation! A good process desing can save the entire project!

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

The primary benefit of using Oracle Service Cloud is the possibility to know how your team work and how to improve the daily routine. Sometimes, even support aspects you don't know, you find a way of automate it. As consultants and system administrators I believe that we can affirm we solved a wide range of "blind supervisors" and drilled processes.

Oracle review by Corbin M.
Corbin M.
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"Customization within Oracle's Paramaters"

What do you like best?

Advanced reporting features and the ability to quickly create workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part.

What do you dislike?

The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available. You are frequently reminded that you are playing in Oracle's world and there are deficiencies in the product that cannot be solved by an admin.

Recommendations to others considering the product

There are many consultants out there that can help with best practices and you will need them for anything very complicated. There is little to no support from Oracle in setting up new features, but they will assist you if something in the product breaks. There is a lot of documentation on their site that is very helpful, but only shows a basic implementation. Get multiple test sites so that you can try out different things and clone from your production site regularly.

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

We are transferring tickets from department to department, tracking call stats, handling emails from customers, and have 4 internal chat systems. The OSC allows us to very quickly stand up new features and continue to improve on them with ease, but we eventually hit a wall with the out of the box functionality and need to supplement it with add-ins.

Oracle review by Rasheed A.
Rasheed A.
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"Best in Class product "

What do you like best?

It was built with a base of providing services end-end to the customers, basically a 360-degree view of the end users though all channels. Freedom for customization in order to implement the innovative ideas which eases the burden of customer. Ability to communicate with the customer in all the possible channels.

What do you dislike?

Even though Oracle pushes its users towards BUI, for many of the administrative tasks we still have to depend on Agent Desktop which looks is 1980s application.

Recommendations to others considering the product:

I would strongly recommend this product because even Non-Technical person could also create business content that becomes end-user facing.

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

Incident Management is the key factor and Advanced Knowledge Base, Email Communication, Live Chat supports it well which reduces the pressure of Agents. We use lot of product and categories and creation of Dynamic Forms for Customer Portal and the combination of Agent Scripts and Workflow makes our job easy.

Oracle review by Parker G.
Parker G.
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"Utilitarian"

What do you like best?

Easy to use, simple, it’s helpful for sending emails. It doesn't have a lot of extra features, it's pretty much just very straightforward and simple to use. You can easily find your unread messages, and respond to them and mark them as sent. Straightforward interface, easy to log into and load and get through all of your email messages.

What do you dislike?

Looks like it’s from 1982. It’s very bland and ugly with the dark blue tones. It can be difficult to see things on it at times because of the dark blue background and the small font, hard to adjust it to fit it all onto the screen properly. It also doesn't have good integration with social media or live chat for customer service options in case it isn't working properly. It good use a lot of upgrading to it so that it looks like something from the 21st century, and I don't feel like I'm back in time in the 20th century. Aesthetics are the main issue.

Recommendations to others considering the product:

It's simple, easy to use, and can be helpful for customer service, especially in bureaucratic type of offices. It's very unpleasing and boring though, it can be difficult to look at some times because of the way that it is designed.

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

I use it for emails while at work. It's good at getting this done, but it really doesn't have much else to it. That's just about all that it is good for.

Oracle review by Justin S.
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"Nice Integration, not super user-friendly"

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.

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.

What business 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.

Oracle review by Thomas E.
Thomas E.
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"Innovative And Customizable Product For Call Centers."

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...

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.

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.

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.

Oracle review by Chandra B.
Chandra B.
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"Oracle Right Now"

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.

What do you dislike?

I have not had an major issues with Right Now and we use it daily - 16 hours a day.

Recommendations to others considering the product:

I highly recommend RightNow! It is a great live chat product.

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!

Oracle review by Administrator in Automotive
Administrator in Automotive
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"This has been our trusted tool for knowledgebase management and consumer interactions since 2002. "

What do you like best?

Ease of use with no support needed from our local IT. As a hosted product, we are able to maintain the product within our contact center; making updates and changes on the fly without needing to submit support ticket.

What do you dislike?

The occasional disconnect between sales, knowledge experts and the overall lack of product knowledge sometimes displayed by staff. I understand the large number of confusion products, but I expect more than a blank stare when I ask, “What is the difference between Oracle Mobile Cloud, and Oracle Virtual Assistant?” I also understand that if I am in an information gathering mode, then I may be better attuned, but at no time should I know more about a company’s product offering than their own staff.

Recommendations to others considering the product

Do your homework, compare products and come armed with knowledge. Don’t just rely on sales and insist that you have a knowledge expert on every call.

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

We initially went after ROI, drastically reducing staff by 66%. We are now more interested in increasing service hours without adding staff, (nights, holidays and weekends), through automation.

Oracle review by Lindsay K.
Lindsay K.
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"Cumbersome for users"

What do you like best?

There's a lot of functionality available to create this tool around each company's specific needs. You can fully customize views within the platform, create your exact report-out needs and more.

What do you dislike?

Compared to other email and chat platforms I've experienced in the past, this is very cumbersome and clunky to work through. It doesn't provide much efficiency in working through email back-log quickly. It's design is also very old-school. This isn't incredibly important, but for a tech-related company, I would think this is an important detail to cover and update to stay relevant.

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

We communicate with customers via email and chat using Oracle Service Cloud. The biggest benefit is the reporting availability with both email and chat being under the same platform.

Oracle review by Eric C.
Eric C.
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"OSC Military User"

What do you like best?

The integration that is available, we have our database connected to OSC. The product allows users to submit tickets. US Air Force members will utilize online applications on various topics that affect thier careers. Our mission is to provide our users, the warfighters prompt service, so they can go and perform their missions.

What do you dislike?

There are certain limitations that CX has. We have so many different departments that require customization. We would like to see the capability for marketing, specifically targeted messaging to include alternative email addresses when emails are delivered to customers.

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

We are using OSC to handle cases that come in to the contact center from all users stationed all over the world.

Oracle review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"Powerful but not quite perfect"

What do you like best?

Oracle Service Cloud offers an incredibly powerful Knowledge base that transitions customers seamlessly from self-service to support while offering incident deflection widgets to present help content. The robust webdav style support site makes creating custom widgets and pages easy with a bit of HTML, CSS, and Javascript know how. The basics are easy enough to set up a simple knowledge base but the ability to add your own HTML and Javascript really sets Oracle Service Cloud apart from other Knowledge management tools I have used in the past.

What do you dislike?

The .Net install based version of OSVC crashes pretty regularly if you integrate multiple third party tools such as phone and text support. It also seems to be pretty heavy (PCs with 8GB of ram and third party integrations are OK but 16+ gb of ram is better). This is an unfortunate frustration for our support reps. OSVC also offers a cloud based console as well that is more stable but does not offer all of the same features as the install based version.

Recommendations to others considering the product:

Embarking on OSVC is a journey that takes time and patience but is well worth it. I would recommend having at least 1 person on staff with HTML/CSS/Javascript experience to really get the most out of Oracle's advanced features. This is a powerful, well rounded tool, but I would not call it simple or easy to set up at first. A great implementation team such as Amberleaf is a MUST in my opinion.

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

Oracle makes KCS and self service easy to setup and maintain in a well branded support site that meshes seamlessly with our existing Product and Marketing.

Oracle review by Bastiaan v.
Bastiaan v.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Highly Flexible and powerful toolbox"

What do you like best?

OSvC is one of the most flexible systems one can use. Building complex DB setups, with accompanying work spaces and flows can be easily done through the UI. Since it does not oversimplify things for the Administrator, you keep all the power to build the system you like, unlike other systems, which are easier to setup at first but have the tendency to limit your possibilities at a later stage.

What do you dislike?

The Browser UI is the new web based UI and all development is going there. This means that currently you need to switch back and forth between the two when your Agents use the BUI, since most Administration is done in the console.

Recommendations to others considering the product:

Don't pick the system that looks so easy and fast to implement. Carefully look at the long run and the flexibility the system provides. OSvC is one of the best at being scalable and high performing.

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

Streamlining Customer service. The versatility of the product also allows to integrate many otehr business processes, without becoming a cluttered setup.

Oracle review by Consultant
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"Feature rich and flexible tool to improve customer experience"

What do you like best?

Flexibility. It is rare you tell a customer that you cannot perform a certain action. The tools are there to accommodate to a lot of business processes from Customer Service, HR Helpdesk, Internal helpdesk. It is feature rich with Knowledge, Service, Chat, Surveys, Marketing/Campaigns, Basic sales, Social. There are some great syndicated widgets allowing you to place chat or knowledge outside of Service Cloud on your own corporate site. It is also very good for multi-language implementations and I've dealt with many using up to 30 different languages.

I've worked with this product for many years and I genuinely like the product and know it helps lots of businesses.

What do you dislike?

Until recently it was very difficult to copy config from Dev to Prod sites.

Recommendations to others considering the product

If you are looking to reduce customer contact and increase self-service and customer experience then this has to be considered. It is highly flexible and I've seen it benefit many businesses from many different sectors.

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

The KB provides a Tier 0 helping customers self serve. If the customer does contact you then you have an intuitive flexible view of the customer so you can see all their previous contact with Service Cloud (SRs, Surveys, mailings etc).

Oracle review by Administrator
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"Included reports and the ability to customize are valuable features."

What do you like best?

Integrated survey tools are highly customizable, and have enabled us to begin a real closed loop process. (Though text analysis is lacking). There is awide selection of included reports and ability to customize. The forums on the cx.rightnow.com community are often helpful.

What do you dislike?

Need ability to export records for archiving, or to query the DB directly. The documentation is often sparse and at times misleading. Updates are not added to the documentation and are only available as knowledge articles. The product/category widget needs to be searchable or type-ahead. If you have more than a handful of products in your tree, it becomes unusable.

Recommendations to others considering the product:

Being active on their forums is very helpful to innovating and problem solving. Oracle has been "restructuring" so we have had high turnover of Sales and CSMs on our account.

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

Logging all channel interaction in the same place gives us the ability to better determine FCR. We are also able to consistently provide feedback opportunities to our end users to get a 360 degree view of the customer experience.

Oracle review by Administrator in Higher Education
Administrator in Higher Education
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"Helps Keep Companies Organized"

What do you like best?

I like that I'm able to communicate effectively with all departments concerning the same situation. I work in higher education and am able to see what departments have been working with my students and am able to see notes taken so that there is little room for miscommunications, when used correctly.

What do you dislike?

The information between OnDemand and RightNow is sometimes delayed. There also is a dilemma of using too many systems since we have two emails for students to use. It can become inconsistent if training is not mainstreamed through other departments. The service also can be slow and there have been times where I cannot get work done because the system is down.

Recommendations to others considering the product

It is nice to be able to see communications if everyone uses it correctly.

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

We are solving the issue of miscommunication between departments. Because I deal with many different students and many different situations, it's nice to see who they have talked to and what they talked about.

Oracle review by Luís M.
Luís M.
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"Best multi-channel platform for customer service"

What do you like best?

Automatic routing of tickets to the right queue/team based on keywords and categorisation.

Knowledge base native link to incident management allowing quick find of FAQ to answer customer's issue.

Easy creation of reports using drag and drop designer canvas.

What do you dislike?

Co-browse should be totally integrated without the need for setup in different application or configuration.

Full-blow release manager and version control is missing.

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

Oracle Service Cloud is used across our organisation, to manage Customers, Contacts, Opportunities, Tickets, and Contracts. The power and easiness to use, as well as the integration capabilities allow us to co-ordinate our management, sales, delivery and support teams, allowing us to focus on the essential.

Oracle review by Administrator
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"Broad set of features but challenging to utilize fully"

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.

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

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.

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.

Oracle review by Luuk S.
Luuk S.
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"The best Service tool out there"

What do you like best?

The product is an all in one solution for your customer center.

It can be used to answer customer questions but can also be used for some light surveys/marketing.

It contains a full customer portal.

What do you dislike?

The product is a bit expensive and the communications with Oracle isn't always the best.

Recommendations to others considering the product

Get a demo site and see the product for yourself.

You'll have to see it to believe it!

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

We have a lot of customers that are using Oracle Service Cloud as a fully functional system in their contact center. They are practically not using anything else than Oracle Service Cloud.

Oracle review by Ryan S.
Ryan S.
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"More limited, but lower maintenance and easier to use"

What do you like best?

It requires relatively low maintenance effort as compared to other products such as BMC Remedy. It's very easy to customize and configure both the agent desktop and customer portal. Much of this can be done with little to no development knowledge.

What do you dislike?

Accessing the database for advanced analytics is basically impossible. Other solutions make this much easier. That said, the out-of-the-box solution does offer a large catalog of reports.

Recommendations to others considering the product

Figure out your requirements then have a detailed discussion with the technical team at Oracle--not the sales team--to figure out if it will meet your needs.

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

We wanted to reduce cost per contact and have been very successful by implementing this product. Combining the web interface (customer portal) for users and chat features have enabled us to significantly reduce our phone call volume and defer those to the lower-cost channels of chat and web submissions.

Oracle review by Doug L.
Doug L.
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"Empowering for Team"

What do you like best?

Workspace and Workflow designs tools. We are currently ready to move to BUI and like the look and feel it will provide our agents

What do you dislike?

Reporting could be a little more robust. It is okay but looking for a more dynamic dashboard for leadership team

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

SIngle application for team to take calls, chats, and emails. Integrations with our ecxeternal systems has been a huge win.

Oracle review by Keerthi K.
Keerthi K.
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"An exceptional Customer Experience"

What do you like best?

Oracle RightNow CX, also known as service cloud is one the best tool available in CRM

its main advantage is its look and feel which is very similar to word and excel, that are widely used throughout the world.

the second is its ease of access and drag and drop functionalities which makes it easier to design.

Also, continuous additions in CRM tool(upgrade in versions) are extending the functionalities and improving the customer experience as well as agent performance.

What do you dislike?

The main disadvantage is that there is no possibility to request for trial version as a normal person, but the company should satisfy some criteria to provide access to the trail version of service cloud.

The second one is the system become a little bit slow while you are accessing very large and complex data or workflows.

Recommendations to others considering the product:

If you have the perfect requirement that maps with the functionalities of service cloud, go for it.

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

its customer portal experience is an added advantage. Cobrowse and chat functionalities allow customers to directly interact with agents to solve their issues this increases productivity. the configuration is simple and understandable

Oracle review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"Asissant director of customer care"

What do you like best?

Customization is key in our organization, no company is like any other, the fact that you can customize any little detail, language, colors, reports, integrated tools, reports.

What do you dislike?

Co-browse is a great tool, but often fails and turns away users, we changed from cobrowse to log me in.

Recommendations to others considering the product

Get your must haves and would be nice to have list and as you look at add ons and integrated solutions to make sure you get bank for your money

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

Smarter, historical interactions, implementation of CP has been great, Chat and AAQ opened more than one channels to reach us lowering inobund interactions.

Oracle review by Andy M.
Andy M.
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"Oracle Service Cloud is a powerful, flexible tool to manage customer interactions"

What do you like best?

The full scope of features available allows our Customer Care teams to work exclusively in Oracle Service Cloud when supporting customers.

What do you dislike?

Managing the local client application has provided challenges in our organization. We would prefer to work entirely web-based in the cloud, which is why we are eager to transition to the newer Browser User Interface.

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

Oracle Service Cloud provides our management team the visibility necessary to make changes and adapt to customer issues and product trends.

Oracle review by Administrator
Administrator
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"A powerfull system for large scale operstions"

What do you like best?

OSvC can be fitted to meet any requirements that your support operation might need - there are almost no limits since you can integrate and sacle it.

The option to customize the system is the key for sucess and every company might use the system in different ways that Oracle didn't even think about.

What do you dislike?

Dealing with Oracle.

As a company, they are to big to handle and communicate with - we meet around 20 new Oracle reps in a year and getting answers and expertise is very hard - In the majority of the time we would find the answers we are looking for ourselves and Oracle will use us as a resource to get this knowledge.

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

Knowledge Base - Internal/External

Customer Portal

Multilingual support (24 languages)

Task managment

Oracle review by Audrea S.
Audrea S.
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"My experience with OSC"

What do you like best?

We have been able to customize the sites both internally and externally to meet the needs of our customers. The ability to single source answers and use conditional sections has been amazing.

What do you dislike?

I wish the wysiwyg editor had more flexibility and control and didn't required so much CSS.

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

Providing a complete service solutions for our customers. Our customers are all over the globe and this provides answers to questions without having to call support.

Oracle review by User
User
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Best product for providing a great customer experience"

What do you like best?

Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on.

Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc.

Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems.

What do you dislike?

Agent desktop - this could be a little "prettier" out of the box. I think they have made strides with the browser user interface but we aren't using it yet. The process of modifying and editing workspaces does feel a little outdated.

Chat (customer facing side) - this is another area that seems a little outdated from a look and feel perspective. It would be great if they could make chat persistent so it followed you from page to page rather than having a separate pop-up window. It works, but it could be improved upon.

Answer versioning - the latest version is already rolling this out so this one will be resolved next time we upgrade! Previously it required the purchase of Knowledge Advanced, so I am thrilled to learn it's a native part of the product now.

Recommendations to others considering the product

For customer service, Oracle Service Cloud is a no brainer. It is perfect for multi-channel customer support.

For a sales team, the opportunity management module will work for basic sales scenarios, but if you have a complex sales/quoting process or want to focus on lead management, Oracle CPQ or Oracle Sales Cloud is probably a better fit.

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

Oracle Service Cloud has enabled us to support every channel we need to. It allows customers to pick their channel of choice and then it gives us a seamless view into the customer's interaction history. If a customer sent us a text and then Later called us, we can see the previous interaction in their customer record. It allows for an ongoing conversation with a customer across multiple channels without the customer ever having to repeat themselves.

When integrated with OpenMethods software all of our clients have seen a reduction in AHT by at least 30 seconds.

One of our clients reduced incoming call volume by 80% by implementing knowledge on their Customer Portal.

The sales dashboards gave our management better visibility into our pipeline and allowed them to much more accurately manage the business.

Oracle review by Administrator
Administrator
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"A great product with a great foundation"

What do you like best?

We appreciate the ability to point and click and make really complicated changes fast and easy. We no longer need a large team of developers to make things happen. A small team of power users is all that's needed to keep the application working. Admins are able to make changes and iterate on them to optimize them to make a great customer and agent experience.

What do you dislike?

The ability to influence changes in the product is hard. There is lots of solicitation for product feedback, but very few suggestions make it into the product. The smaller suggestions, that could make an admins life easier are rarely entertained or implemented. Larger scale suggestions wind up in the product and are either an upcharge or overcomplicated and don't feel natural to the product.

Recommendations to others considering the product

Talk to other customers in your line of business. Ask them what they did right and wrong. There are lots of areas where you can go wrong and leanings can be expensive. Spend the time getting your licensing right.

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

We have a great, easily configurable CX Platform that allows to be agile with changes and insightful with why our customers are calling. Never before have we been able to understand our business in relation to so many different facets of our business.

Oracle review by Rhianna A.
Rhianna A.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"It’s not all about Marketing and Sales!"

What do you like best?

The versatility of the product and the fact that you don’t need to be a developer or even an IT professional to learn to maintain it from an admintrative view. Easy to use. Very flexible. Pixel perfect web design capabilities. Publi APIs are very extensible.

What do you dislike?

There are very few features I dislike. If I had to pick I would say business rules are a pain but it is in the roadmap to be updated

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

We solve our customers problems with experience. Provide best practices and strategic vision to meet their goals and help them become more efficient

Oracle review by Consultant in Computer Software
Consultant in Computer Software
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Oracle Service Cloud in Public Sector"

What do you like best?

OSvC is easy to get up and running and I have deployed an in production solution within 6-8 weeks. The built out API's allow for easy integration and has options to support Mobility. The various modules can be built out or added over time making it a true Enterprise Capable System. Various cloud levels provide exceptional security options.

What do you dislike?

It runs on a Non Oracle Database and has challenges with very large databases. It is not easy to import an Oracle Data Schema

Recommendations to others considering the product:

Make sure to map out data and integrations need upfront and make sure you have the correct licenses components.

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

We have implemented several solutions in the HHS arena as well as providing Business Wizards, Licensing and Permitting solutions as well as complicated Inspection Solutions.

Oracle review by Administrator
Administrator
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"Oracle is complex"

What do you like best?

Oracle is a complex tool that allows for many different functions. It can be very confusing without assistance. But once showed the tool it is very beneficial.

What do you dislike?

Oracle should have an easier help base so that you can figure out the functionalities.

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

Oracle helps keep track of all the clients who call.in wanting to receive help and keeping the notes on their account organized. It also allows for email and chat communciation.

Oracle review by Administrator in E-Learning
Administrator in E-Learning
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"Great System With Many Uses but Many Issues"

What do you like best?

My favorite prat of oracle right now is that you can do so much with just one application. For us, we use it for live chats, email communications from clients, and just recently, our CRM phone system.

What do you dislike?

Although Oracle allows our agents to complete many tasks within one application, the application runs extremely slow and often freezes, inhibiting workflow and reducing productivity.

Recommendations to others considering the product:

Although Oracle Service Cloud allows many tasks to be completed under one application, the application runs very slow and often inhibits productivity.

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

Our business uses Oracle Service Cloud for live chats from clients visiting our website, email communications from clients visiting our webpage, and just recently, our five9 softphone.

Oracle review by Administrator in Pharmaceuticals
Administrator in Pharmaceuticals
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"Great product that has helped our customers as well as our help desk. "

What do you like best?

Customers can use Chat for support, which allows us to the help desk to help multiple customers at the same time. Our Customer Support Center has allowed us to put documentation and help topics that are visible to the customer as well as the help desk in an easily searchable format.

What do you dislike?

Reports in Chat are difficult to create and understand. It would be helpful if there was a more in depth report guide so we could better create KPI's for the team.

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

Self service and multiple avenues for support

Oracle review by Kristi K.
Kristi K.
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"Oracle CX - the WOW factor"

What do you like best?

The variety of channels available to users at very few clicks grabs people where they are at. Users can pick from chat or emails if they haven't had their problems addressed at the FAQ level.

On the agent side, responses are easily designed on the fly or using standard text library or a quick search thru the Knowledge library.

On the administrative side - there are so many options available, it's important to have a clear business (and training) model planned out because there are at least 3 approaches to completing every project.

What do you dislike?

The training is a pretty steep curve for users. There are many features and it takes a little while to wrap your head around all the options.

Recommendations to others considering the product:

Join a community (Regional or industry level) so that you can connect with others using the product. Learn the logic of business rules and workspace rules.

Have someone on your team familiar with HTML, CSS and potentially even PHP so that the customer portal configurations are not intimidating.

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

We use the product in higher ed - and use it for prospects, admissions, special book orders, workshop registrations, student reminders, 1-on-1 coaching, and simply tracking interactions with every student we connect with.

Oracle review by Nate T.
Nate T.
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"Has many features, but lacking in dependability"

What do you like best?

I love the ability to post images and html through the chat window. This is helpful when communicating directions to customers.

What do you dislike?

Rightnow crashes on us on a bi-weekly basis. We have a team of roughly 30 support reps using the software. It's not that large of a department, but Oracle seems to have issues with it. We had less issues with other chat systems.

Recommendations to others considering the product:

Consider how many users will be utilizing the software. With 30+ reps, it can have issues, and many reps often have to restart their software in the middle of chatting with customers.

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

We're using it for tech support for our customers. It's easy to be able to give the customers directions in the chat.

Oracle review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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"Powerful tool with a lot of variability"

What do you like best?

I like the reporting and analytics that is included in Service Cloud. The reports that I can create and send to involved parties is helpful in learning behaviors of employees and customers.

What do you dislike?

I dislike the lack of integrating that is included between oracle products without having to purchase other Oracle products.

Recommendations to others considering the product

Watch out for customizations that you want to include, be wary of them before you start the process, and keep them in mind through out the implementation as you test and re-test all processes.

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

We are using Service Cloud for our customer support team in incident and contact recording and building.

Oracle review by User in Publishing
User in Publishing
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Gets the Job Done"

What do you like best?

The ability to handle multiple chats at once, and the option to have a sounds notification when a chat comes in or a response in a chat.

What do you dislike?

For a long time, it would automatically time out after 5 minutes of inactivity. Now, however, it sits there for forever until we finally terminate.

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

The major benefit for our customers is the ability for overseas customers to be able to chat without having to call long distance.

Oracle review by Ivan A.
Ivan A.
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content

"Great for IT Service Management"

What do you like best?

Skill based routing. I helps reduce time wasting and increases efficiency.

What do you dislike?

Embedding images into knowledge base articles should be made easier.

Recommendations to others considering the product

With limitless possibilities companies will have the opportunity to have an all round solution for customer service.

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

Incident management. Increase efficiency and customer satisfaction.

Oracle review by Administrator
Administrator
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"Review of Service Cloud"

What do you like best?

I like the flexibility, the ability to control so many aspects of the contact center within one application. The ability to make an impact to service levels, agent effort and be able to report on the outcomes.

What do you dislike?

Sometimes finding the information on how to do something can be challenging. The information in the articles is not always helpful.

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

We have reduced cost in the contact center by pushing the chat option out on all our pages. Customers now tend to chat at an increased rate. The result is that our contact center costs are reduced and customers are still satisfied.

Oracle review by User
User
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"The Cases Management System"

What do you like best?

The customization, the visual ability to present any data needed to provide best customer's experience.

I like the ability to focus on the really important customer's information, the install base, the contracts, the history and the upcoming ongoing projects

What do you dislike?

The inability to edit the already entered notes. The customer note cannot be changed into private note and the response cannot be changed into private note.

Recommendations to others considering the product:

If you want the efficient system to manage your ticketing system - this is the system for you,

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

I approach the customer as whole instead of approaching the customer as case by case.

Oracle review by Ammar A.
Ammar A.
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"Great CRM "

What do you like best?

The flexibility of the OSC and the ability to fit almost everyone needs is amazing

What do you dislike?

There are still some limitations like for example, not every table can be used on CP

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

We use the OSC as a phone call tracking system also to resolve customers issues by transferring incidents from a team to another.

We use lots of reports to analyze our phone calls the type of issues that we can help out customers with.

Oracle review by User in Telecommunications
User in Telecommunications
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"Old school customer chat platform needs to come into the 2018 age of computing"

What do you like best?

Not much. I suppose it does the job (when it works) of connecting support agents to their customers but that's about it.

What do you dislike?

It's laggy, graphically glitchy, slow to load chats, assuming chats load at all, and very not user friendly on the design front.

Recommendations to others considering the product:

Run away. Even the monster that is the Salesforce platform is better than Oracle Service Cloud.

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

We're able to chat to customers, that's about it.

Oracle review by Administrator
Administrator
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content

"Good product some email limitations"

What do you like best?

Love the data we are able to collect, having contact history and ability to collect customer data

What do you dislike?

Dislike not being able to see everyone an email address is addressed to on the incident. Also dislike the different results I get when using some analytics.

Recommendations to others considering the product

Need to be able to see everyone an inbound email is addressed or carbon copied to. Need better analytics definitions of the calculations. Different results depending on the report and hard to determine why the results are different.

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

Case management being able to pull history of each customer interaction.

Oracle review by Andre S.
Andre S.
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"Oracle Service Cloud Implementator/Admin"

What do you like best?

I like the fact easy to use interface and all the features and capabilities the application offers. Plus, it's all in the cloud. And the fact that it is relatively easy to implement/ configure.

What do you dislike?

I didn't like the fact that it didn't let you use Customs Objects with Business Rules, but it look s like it is something that have been addressed with latest releases.

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

Mainly trying to track service requests since there was nothing like that before.

Oracle review by Matthew P.
Matthew P.
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"Service Cloud is fantastic"

What do you like best?

It's such a broad and deep solution, there's nothing I've been able to think of changing or adding that isn't possible in one way or another

What do you dislike?

There are so many different areas of the platform, and sorting out what really works for our business can be challenging.

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

customer service, engagement, self service,

Oracle review by Deb K.
Deb K.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"I love the ease of use and reporting capabilities. We use it for email and chat."

What do you like best?

We love the reporting capabilities and ease of use. The ability to organize the reporting and monitor kpi's.

What do you dislike?

so many updates but we know they are for the best

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

better view of what is happening with chats and our agents. Starting to use it for mail and that is much more efficient

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