Oracle Service Cloud (formerly RightNow) Reviews & Product Details


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..

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Oracle Service Cloud (formerly RightNow) Profile Details

Oracle Service Cloud (formerly RightNow) Profile Details

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Provided by:
Chris Cha

Website
www.oracle.com
Related Links
Q&A
Languages Supported
Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Modern Greek (1453-), Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukrainian
Vendor
Oracle
Description
Oracle Corporation develops, manufactures, markets, hosts, and supports database and middleware software, applications software, and hardware systems.
Company Website
Year Founded
1977
Total Revenue (USD mm)
39,831
HQ Location
Redwood Shores, CA
Phone
+1 (650) 506-7000
Ownership
NYSE: ORCL
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
183,916
Twitter
@Oracle
Twitter Followers
760,435
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Companies Using Oracle Service Cloud (formerly RightNow)

General Electric
Xerox
LinkedIn
Hewlett-Packard
Target
American Express
AT&T
Nike
Yahoo!
Apple
T-Mobile
SanDisk

Oracle Service Cloud (formerly RightNow) Reviews

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Most Recent Oracle Service Cloud (formerly RightNow) Video Review
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Knowledge & Quality Manager
Professional Training & Coaching
Enterprise
(10,001+ employees)
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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 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.

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El Salvador - Customer Service Manager
Computer Networking
Enterprise
(1001-5000 employees)
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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

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Business Support Representative
Enterprise
(1001-5000 employees)
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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.

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Configuration Engineer III
Marketing and Advertising
Enterprise
(5001-10,000 employees)
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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 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

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Analista Técnico Funcional CRM Cloud
Small-Business
(11-50 employees)
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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 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.

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Supervisor, Customer Relationship Management
Financial Services
Enterprise
(10,001+ employees)
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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 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.

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Application Development Analyst
Information Technology and Services
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"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.

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Office Associate
Public Policy
Small-Business
(11-50 employees)
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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.

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Supply Chain Performance Specialist
Enterprise
(1001-5000 employees)
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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 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.

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Systems Analyst
Enterprise
(10,001+ employees)
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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.

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Technical Writer
Enterprise
(10,001+ employees)
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"A little outdated feeling, but functional"

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.

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.

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.

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Dropbox
Enterprise
(5001-10,000 employees)
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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!

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AA
Enterprise
(10,001+ employees)
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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 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.

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Customer Care Team Lead
Retail
Mid-Market
(51-200 employees)
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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.

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AFR myPers Liasian, Oracle CX
Military
Enterprise
(1001-5000 employees)
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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 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.

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AI
Mid-Market
(201-500 employees)
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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.

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Enterprise
(1001-5000 employees)
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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.

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C
Enterprise
(10,001+ employees)
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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 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).

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A
Enterprise
(1001-5000 employees)
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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.

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AH
Enterprise
(1001-5000 employees)
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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 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.

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Head of Solutions Delivery UK
Information Technology and Services
Small-Business
(11-50 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"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.

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A
Enterprise
(10,001+ employees)
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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.

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Oracle Service Cloud Specialist
Information Services
Small-Business
(11-50 employees)
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Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"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 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.

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Senior Consultant
Information Technology and Services
Enterprise
(10,001+ employees)
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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 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.

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Process Improvement MAnager
Enterprise
(10,001+ employees)
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Verified Current User
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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 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.

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Oracle Service Cloud Consultant
Information Technology and Services
Mid-Market
(51-200 employees)
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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

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AI
Enterprise
(1001-5000 employees)
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Verified Current User
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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 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.

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Enterprise
(1001-5000 employees)
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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 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.