ClickDesk vs Oracle Service (formerly Oracle Service Cloud)

• They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
• They also have a simple ticking system along with live chat, it's not huge but it does work.
• Easy to implement with well known knowledgeable and CMS.

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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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• Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
• More information about users. Real time page visiting histories (more advanced way).
• Customers can review the agent's profile information (public profile).

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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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• We only see positive impact. We use the free version and it is the best option we found in the market (considering our website traffic).
• It is in the cloud! So, no hosting costs at all! The only need is a stable Internet connection for the agents.

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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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