ClickDesk vs Oracle Service (formerly Oracle Service Cloud)

• ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
• It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
• I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.

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• Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
• Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
• Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
• Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.

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• We believe ClickDesk has questionable business practices... be careful
• ClickDesk charged us for services we did not use
• It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.

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• This is only an occasional, user problem; when searching for specific records, at times we receive an error that the maximum size has been exceeded and therefore does not yield any results. This is particularly frustrating when trying to search for a specific street address across several years.
• I found OPA challenging to use.

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• Overall pricing is high
• We can handle our customer's 24-hour basis with multiple agent accounts
• It makes easier our business productivity

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• We have an internal chargeback for servers and we anticipate that the cloud will save us some money or be cost neutral for us.
• We plan to see a reduction in the need for data center staff and server provisioning as we move more environments to the cloud.
• We are now responsible for our own destiny with the ability to ramp up and down our servers based on need. We can also monitor our costs more closely with the metered service and turn off the environments when we are not using them.

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