DB2 is a family of relational database software solutions offered by IBM. It includes standard Db2 and Db2 Warehouse editions, either deployable on-cloud, or on-premise.
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Oracle Service
Score8.2 out of 10
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Oracle Service is the help desk and customer experience management platform from Oracle. The technology was developed and supported by RightNow Technologies as RightNow CX for cloud-based call center automation, until that company's acquisition by Oracle in 2011 for about $1.5 billion.
I have primarily used it as the basis for a SIS - but I have migrated more than a few systems from there database systems to DB2 (Filemaker, MySQL, etc.). DB2 does have a better structural approach, as opposed to Filemaker, which allows for more data consistency, but this can also lead to an inflexibility that can sometimes be counterintuitive when attempting to compensate for the flexibility of the work environment as Schools tend to have an all in one approach.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
The DB2 database is a solid option for our school. We have been on this journey now for 3-4 years so we are still adapting to what it can do. We will renew our use of DB2 because we don’t see. Major need to change. Also, changing a main database in a school environment is a major project, so we’ll avoid that if possible.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
You have to be well versed in using the technology, not only from a GUI interface but from a command line interface to successfully use this software to its fullest.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
I have never had DB2 go down unexpectedly. It just works solidly every day. When I look at the logs, sometimes DB2 has figured out there was a need to build an index. Instead of waiting for me to do it, the database automatically created the index for me. At my current company, we have had zero issues for the past 8 years. We have upgrade the server 3 times and upgraded the OS each time and the only thing we saw was that DB2 got better and faster. It is simply amazing.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
The performances are exceptional if you take care to maintain the database. It is a very powerful tool and at the same time very easy to use. In our installation, we expect a DB machine on the mainframe with access to the database through ODBC connectors directly from branch servers, with fabulous end users experience.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Easily the best product support team. :) Whenever we have questions, they have answered those in a timely manner and we like how they go above and beyond to help.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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
DB2 was more scalable and easily configurable than other products we evaluated and short listed in terms of functionality and pricing. IBM also had a good demo on premise and provided us a sandbox experience to test out and play with the product and DB2 at that time came out better than other similar products.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
By using DB2 only to support my IzPCA activities, my knowledge here is somewhat limited.
Anyway, from what I was able to understand, DB2 is extremely scallable.
Maybe the information below could serve as an example of scalability.
Customer have an huge mainframe environment, 13x z15 CECs, around 80 LPARs, and maybe more than 50 Sysplexes (I am not totally sure about this last figure...)
Today we have 7 IzPCA databases, each one in a distinct Syplex.
Plans are underway to have, at the end, an small LPAR, with only one DB2 sub-system, and with only one database, then transmit the data from a lot of other LPARs, and then process all the data in this only one database.
The IzPCA collect process (read the data received, manipulate it, and insert rows in the tables) today is a huge process, demanding many elapsed hours, and lots of CPU.
Almost 100% of the tables are PBR type, insert jobs run in parallel, but in 4 of the 7 database, it is a really a huge and long process.
Combining the INSERTs loads from the 7 databases in only one will be impossible.......,,,,
But, IzPCA recently introduced a new feature, called "Continuous Collector".
By using that feature, small amounts of data will be transmited to the central LPAR at every 5 minutes (or even less), processed immediately,in a short period of time, and withsmall use of CPU, instead of one or two transmissions by day, of very large amounts of data and the corresponding collect jobs occurring only once or twice a day, with long elapsed times, and huge comsumption of CPU
I suspect the total CPU seconds consumed will be more or less the same in both cases, but in the new method it will occur insmall bursts many times a day!!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
