Apache Camel vs. Oracle Service

Message brokering across different systems, with transactionality and the ability to have fine tuned control over what happens using Java (or other languages), instead of a heavy, proprietary languages. One situation that it doesn't fit very well (as far as I have experienced) is when your workflow requires significant data mapping. While possible when using Java tooling, some other visual data mapping tools in other integration frameworks are easier to work with.

Incentivized

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.

Incentivized

• Camel has an easy learning curve. It is fairly well documented and there are about 5-6 books on Camel.
• There is a large user group and blogs devoted to all things Camel and the developers of Camel provide quick answers and have also been very quick to patch Camel, when bugs are reported.
• Camel integrates well with well known frameworks like Spring, and other middleware products like Apache Karaf and Servicemix.
• There are over 150 components for the Camel framework that help integrate with diverse software platforms.
• Camel is also good for creating microservices.

Incentivized

• 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.

Incentivized

• didn't work well when our developers tried to transform heavy data sets
• Apache Camel's whole logic is based on java so team needs to have a great skill set in java
• if there are a handful of workflows then Apache Camel's full potential can't be realized

Incentivized

• 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.

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.

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.

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

Incentivized

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.

Incentivized

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

Incentivized

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.

Incentivized

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

If you are looking for a Java-based open source low cost equivalent to webMethods or Azure Logic Apps, Apache Camel is an excellent choice as it is mature and widely deployed, and included in many vendored Java application servers too such as Redhat JBoss EAP. Apache Camel is lacking on the GUI tooling side compared to commercial products such as webMethods or Azure Logic Apps.

Incentivized

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.

Incentivized

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.

Incentivized

• Very fast time to market in that so many components are available to use immediately.
• Error handling mechanisms and patterns of practice are robust and easy to use which in turn has made our application more robust from the start, so fewer bugs.
• However, testing and debugging routes is more challenging than working is standard Java so that takes more time (less time than writing the components from scratch).
• Most people don't know Camel coming in and many junior developers find it overwhelming and are not enthusiastic to learn it. So finding people that want to develop/maintain it is a challenge.

Incentivized

• 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.

Incentivized