Amazon Web Services vs. Microsoft Azure vs. Oracle Service

This is something that is actually common across most cloud providers. A comprehensive understanding of one's use cases, constraints and future directions is key to determining if you even need a cloud solution. If you are a 2-person startup developing something with a best-scenario audience of 1k DAU in a year, you would very likely best served by a dirt-cheap dedicated Linux server somewhere (and your options to graduate to a cloud solution will still be open). If, however, you are a bigger fish, and/or you are actively considering build-vs-buy decisions for complicated, highly-loaded, six-figure requests per minute systems, global loadbalancing, extreme growth projections - then MAYBE you solve all or part of it with a cloud provider. And depending on your taste for risk, reliability, flexibility, track record - it might be AWS.

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Azure is particularly well suited for enterprise environments with existing Microsoft investments, those that require robust compliance features, and organizations that need hybrid cloud capabilities that bridge on-premises and cloud infrastructure. In my opinion, Azure is less appropriate for cost-sensitive startups or small businesses without dedicated cloud expertise and scenarios requiring edge computing use cases with limited connectivity. Azure offers comprehensive solutions for most business needs but can feel like there is a higher learning curve than other cloud-based providers, depending on the product and use case.

Oracle Right (Oracle Service Cloud) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel).

Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool.

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• During the month-end, we experience high resource utilization; however, with AWS's scalability, we can effectively tackle the peak load.
• With AWS IAM, we don't need to set up complete infrastructure for identity and access management, as AWS provides end-to-end IAM services.
• With AWS, development has become very easy as it's very quick to spin up and destroy the environment, which saves costs.

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• Microsoft Azure is highly scalable and flexible. You can quickly scale up or down additional resources and computing power.
• You have no longer upfront investments for hardware. You only pay for the use of your computing power, storage space, or services.
• The uptime that can be achieved and guaranteed is very important for our company. This includes the rapid maintenance for security updates that are mostly carried out by Microsoft.
• The wide range of capabilities of services that are possible in Microsoft Azure. You can practically put or create anything in Microsoft Azure.

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• We can access the best-in-class features for cross-channel contact center management amd field service management.
• It provides a great way to mobilize agents and boost collaboration within the office which in turn improves the overall customer experience.
• Automation of back of the office repetitive tasks leading to a faster way of addressing customer concerns.

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• When there is any misconfiguration of EC2 related to SSM Connect. It doesn't clearly states that what particular configuration is missing.
• Debugging networking related issues could be improved.
• From the security group page, it's difficult to determine which resource a security group is associated with.

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• The cost of resources is difficult to determine, technical documentation is frequently out of date, and documentation and mapping capabilities are lacking.
• The documentation needs to be improved, and some advanced configuration options require research and experimentation.
• Microsoft's licensing scheme is too complex for the average user, and Azure SQL syntax is too different from traditional SQL.

• Oracle Service Cloud needs a better built in integration with Oracle Social Cloud or it needs to build in more Social network capabilities.
• SMS is handle via a third party application but could be built in as part of the product.
• The knowledge foundation product needs a better way to handle multiple languages. Currently you have to purchase an additional interface for each language. You can purchase the more expensive Knowledge Advance which does have a better language feature.

We are almost entirely satisfied with the service. In order to move off it, we'd have to build for ourselves many of the services that AWS provides and the cost would be prohibitive. Although there are cost savings and security benefits to returning to the colo facility, we could never afford to do it, and we'd hate to give up the innovation and constant cycle of new features that AWS gives us.

Moving to Azure was and still is an organizational strategy and not simply changing vendors. Our product roadmap revolved around Azure as we are in the business of humanitarian relief and Azure and Microsoft play an important part in quickly and efficiently serving all of the world. Migration and investment in Azure should be considered as an overall strategy of an organization and communicated companywide.

Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.

AWS offers a wide range of powerful services that cater to various business needs which is significant strength. The ability to scale resources on-demand is a major advantage making it suitable for businesses of all sizes. The sheer volume of options and configurations can be overwhelming for new users leading to a steep learning curve. While functional the AWS management console can feel cluttered and less intuitive compared to some competitors which can hinder navigation. Although some documentation lacks clarity and practical examples which can frustrate users trying to implement specific solutions.

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As Microsoft Azure is [doing a] really good with PaaS. The need of a market is to have [a] combo of PaaS and IaaS. While AWS is making [an] exceptionally well blend of both of them, Azure needs to work more on DevOps and Automation stuff. Apart from that, I would recommend Azure as a great platform for cloud services as scale.

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The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.

Availability is very good, with the exception of occasional spectacular outages.

It has proven to be unreliable in our production environment and services become unavailable without proper notification to system administrators

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We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.

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AWS does not provide the raw performance that you can get by building your own custom infrastructure. However, it is often the case that the benefits of specialized, high-performance hardware do not necessarily outweigh the significant extra cost and risk. Performance as perceived by the user is very different from raw throughput.

We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.

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The customer support of Amazon Web Services are quick in their responses. I appreciate its entire team, which works amazingly, and provides professional support. AWS is a great tool, indeed, to provide customers a suitable way to
immediately search for their compatible software's and also to guide them in a
good direction. Moreover, this product is a good suggestion for every type of
company because of its affordability and ease of use.

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We were running Windows Server and Active Directory, so [Microsoft] Azure was a seamless transition. We ran into a few, if any support issues, however, the availability of Microsoft Azure's support team was more than willing and able to guide us through the process. They even proposed solutions to issues we had not even thought of!

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Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job

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Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.

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The API's were very well documented and was Janova's main point of entry into the services.

As I have mentioned before the issue with my Oracle Mismatch Version issues that have put a delay on moving one of my platforms will justify my 7 rating.

Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it

Amazon Web Services fits best for all levels of organisations like startup, mid level or enterprise. The services are easy to use and doesn't require a high level of understanding as you can learn via blogs or youtube videos. AWS is Reasonable in cost as the plan is pay as you use.

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As I continue to evaluate the "big three" cloud providers for our clients, I make the following distinctions, though this gap continues to close. AWS is more granular, and inherently powerful in the configuration options compared to [Microsoft] Azure. It is a "developer" platform for cloud. However, Azure PowerShell is helping close this gap. Google Cloud is the leading containerization platform, largely thanks to it building kubernetes from the ground up. Azure containerization is getting better at having the same storage/deployment options.

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TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.

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We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.

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• Using Amazon Web Services has allowed us to develop and deploy new SAAS solutions quicker than we did when we used traditional web hosting. This has allowed us to grow our service offerings to clients and also add more value to our existing services.
• Having AWS deployed has also allowed our development team to focus on delivering high-quality software without worrying about whether our servers will be able to handle the demand. Since AWS allows you to adjust your server needs based on demand, we can easily assign a faster server instance to ease and improve service without the client even knowing what we did.

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• For about 2 years we didn't have to do anything with our production VMs, the system ran without a hitch, which meant our engineers could focus on features rather than infrastructure.
• DNS management was very easy in Azure, which made it easy to upgrade our cluster with zero downtime.
• Azure Web UI was easy to work with and navigate, which meant our senior engineers and DevOps team could work with Azure without formal training.

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• Since its, it has significantly reduced our training time of new agents. What used to take 6 weeks in the class room, went to 4 weeks.
• Service Cloud allows us to easily gather data to report to the other departments quickly.

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