Coremetrics / IBM Digital Analytics (discontinued) vs. Oracle Service

IBM analytics has continued to improve upon the days of being the original core metrics. After using the updated version for quite some time, it has been great at providing the needed analytics to measure ROI and goal performance for our quarterly KPI's. It has resulted in a great increase in web engagements although we are a midsize company, smaller outfits may not need such an expensive option.

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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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• IBM CXA comprises an acquisition called Tealeaf. This tool has deep heritage and this is evident in its present-day capabilities.
• The Universal Behaviour Exchange or UBX puts the concept of personalisation at the forefront. The ability to combine physical (analog) and digital transactions to create the complete picture of a customer journey, is a stand out benefit.
• The solution does not have to involve the purchase of software. IBM CXA can be sold as a service bundled with analytics as a service. This not only lowers the cost of ownership, it gets around one of the principal issues. Strong staff with design and analytical capability to drive the solution and deliver tangible benefits.
• The seamless integration of Watson AI services to help with the heavy lifiting. Watson reinforces the analytical focus this solution has and can learn to recognise situations specific to a company.

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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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• The user interface is in Flash, which can be very frustrating and slow at times. Apparently, this is to be transitioned in a future release.
• Can only segment the last 93 days of data. Any historical segmentation beyond the 93 days must be run in Explore (which is credit based, and has its own limitations with the number of credits per month, based on the initial contract with IBM).
• Reports can only display 93 days of data at a given time for custom date ranges. There are pre-programmed date ranges setup with IBM during implementation (last week, last month, last quarter etc.), but are not flexible enough to answer more specific questions.
• Certain reports cannot have segments applied, making answering some simple questions a bit more tricky. For example, I can create a segment around mobile devices and apply it to the marketing channels report, but I can't create a marketing channel segment and apply it to the mobile reports.
• Built in API calls allows for nice report design and automation.

• 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.

IBM Digital Analytics is a great solution for our clients and I believe they offer the best solution for the retail space. We have access to IBM support via email or live chat and they can answer many of the reporting questions that come up. IBM is receptive to our feedback of the product so I am confident they will continue making improvements

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.

Very easy to implement and use.

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.

Never had any issues

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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As reports are templated, the system is pretty quick. Sometimes you have to wait a bit for a report to render. Or you might have to re-load the page. But there is no real issue here and the system is on par with other similar systems.

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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Overall, the level of support is very good and I would say it is a strong asset of the solution. However, you can sometimes feel that there is a difference of level among the support team.

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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Online training is really great. One of the best assets that they have. Lots of great videos, pop quizzes at the end of each module. Fantastic. Other tools have similar features, but not as good.

See previous comment: reading and understanding the encyclopedic implementation guide is a must.

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

Much of the work we did in IBM Digital Analytics could have been answered through Google Analytics, a much simpler, agile and FREE solution set. Not mention, given the vast number of Google Analytics USERS, free and actionable support is simply a click away ... this compared to IBM Digital Analytics fractured and often absent support service.

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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This solution can support large amount of data and transaction. The way that user management features are built, it shows it is meant for large organizations.

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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• We spend too much time trying to work around bugs on the new UI.
• We spend too much time trying to figure out how to make certain segments work because support and the knowledge center are lackluster.
• Our sales rep is very unresponsive and leaves us searching for a lot of answers on our own, including what other products we may benefit from that IBM offers.

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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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