Atera vs. Oracle Service

Atera is doing well in the monitoring part as it is informing the real time ping of running devices and if any device goes down, it is informing us on the real time. It is helping us to monitor the last reboot status, current logged in users, time zone, IP addresses and other things so that we can track our end devices status. In the patching part Atera is pathing our all devices with the notification stating user to restart device at their convenient time. It is also patching our third party applications. It is good in installing and uninstalling of the third party application but limited to availability in the Atera inventory. Atera is not good in some parts such as in the patching part of applications, sometime it fails to update all 3rd party applications that were not installed via Atera. It is not good if you have to transfer a file to multiple systems at the same time.

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

• Atera is very helpful in monitoring the servers and end-user devices for high CPU, memory, hard disk uses, and temperature monitoring.
• Atera is good at installing third-party applications and also helps to remove it from the end systems.
• Atera is perfect for patching as you can select the patches as per your need and reject those that are not required for you or going to disturb any of your internal applications.
• Atera is good for managing software inventory as it provides you with the complete software list that is used in your infrastructure.

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

• Atera does not yet have a MDM system, but I have been told that it is in the works!
• Sometimes getting around the admin section of the IT side of Atera can be tricky, but the webinars and chat support help.
• Many of the demo and onboarding agents are based in Israel, so it can be a challenge to find available times during the day while living in the United States.

• 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.

As of right now, we have found nothing that can offer as many features as Atera does along with the affordability. They are doing monthly releases each month and not just making small changes (shared scripting library, chocolatey support, Install packages, Splashtop SOS support, Scheduled tickets to name a few). The uptimes are great and accessibility to the dashboard has yet to be limited. We are a happy customer and bordering on fanboy status now

Incentivized

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.

Atera's remote monitoring feature is one of it's best features. The laptops and servers we used it on responded quickly to our administrative task requests and made our work light. We were able to increase the resources, manage patches, windows updates and quite a few other tasks remotely and that too 24×7.

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

Atera support provides answers to my questions lightning fast. They have never left me feeling like I'm out there on my own. I can ask questions by email, or by chat, or by opening a ticket with them and they are always on it quickly. They also have a forum where other Atera users can help you if you need it, and you can also add feature requests via the forum.

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

The implementation was performed by the system administrator so I don't have much insight into this

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

Because Atera is a much more effective and efficient solution to manage all our IT operations, it automates each of our business processes. It offers us the best support to respond to any problem that may arise. I think Atera is much more cost-effective and reliable; its value is justified with each function and satisfies all our business needs and requirements.

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

• The intuitive user interface has enabled both users and support technicians to familiarize themselves quickly with the functionality, and the learning curve is less.
• Some features need to be accessed through documentation; they're not available directly on the dashboard.
• Sometimes, internet access plays a significant role, whereas low connectivity is a hindrance.

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