You can make it as simple or as complex as you need
with addins, customer portal custom apps, and APIs there isnt much you cant do.
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.
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upgrading to their SRM software does iron out much of the cloud monitor hangups but the forums still feel like they are out of date.
If you have a large customer base hitting your Knoledge base articles the billable sessions can get expensive very quilckly.
Omnichannel customer support for multiple clients. The benefit of having ways to defer call volume like KBs and chat help reduce cost