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

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

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 That portal is a little outdated as well, but once you figure out how it works, it's easy to navigate.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

A little outdated-feeling.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

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

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

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

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

It’s easy to use, familiar look from Microsoft word, a complete unique way of helping customers Review collected by and hosted on G2.com.

The fact that you can not add the plugin for Grammarly makes it hard for me Review collected by and hosted on G2.com.

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

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

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

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

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

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

Easy Integration with other products

Good access to documentation and support

Great customization possibilities

Cross channel contact management

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

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

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

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