MongoDB vs. Oracle Service

If asked by a colleague I would highly recommend MongoDB. MongoDB provides incredible flexibility and is quick and easy to set up. It also provides extensive documentation which is very useful for someone new to the tool. Though I've used it for years and still referenced the docs often. From my experience and the use cases I've worked on, I'd suggest using it anywhere that needs a fast, efficient storage space for non-relational data. If a relational database is needed then another tool would be more apt.

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

• Being a JSON language optimizes the response time of a query, you can directly build a query logic from the same service
• You can install a local, database-based environment rather than the non-relational real-time bases such a firebase does not allow, the local environment is paramount since you can work without relying on the internet.
• Forming collections in Mango is relatively simple, you do not need to know of query to work with it, since it has a simple graphic environment that allows you to manage databases for those who are not experts in console management.

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

• An aggregate pipeline can be a bit overwhelming as a newcomer.
• There's still no real concept of joins with references/foreign keys, although the aggregate framework has a feature that is close.
• Database management/dev ops can still be time-consuming if rolling your own deployments. (Thankfully there are plenty of providers like Compose or even MongoDB's own Atlas that helps take care of the nitty-gritty.

Incentivized

• 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.

I am looking forward to increasing our SaaS subscriptions such that I get to experience global replica sets, working in reads from secondaries, and what not. Can't wait to be able to exploit some of the power that the "Big Boys" use MongoDB for.

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.

NoSQL database systems such as MongoDB lack graphical interfaces by default and therefore to improve usability it is necessary to install third-party applications to see more visually the schemas and stored documents. In addition, these tools also allow us to visualize the commands to be executed for each operation.

Incentivized

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

Finding support from local companies can be difficult. There were times when the local company could not find a solution and we reached a solution by getting support globally. If a good local company is found, it will overcome all your problems with its global support.

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

While the setup and configuration of MongoDB is pretty straight forward, having a vendor that performs automatic backups and scales the cluster automatically is very convenient. If you do not have a system administrator or DBA familiar with MongoDB on hand, it's a very good idea to use a 3rd party vendor that specializes in MongoDB hosting. The value is very well worth it over hosting it yourself since the cost is often reasonable among providers.

Incentivized

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

We have [measured] the speed in reading/write operations in high load and finally select the winner = MongoDBWe have [not] too much data but in case there will be 10 [times] more we need Cassandra. Cassandra's storage engine provides constant-time writes no matter how big your data set grows. For analytics, MongoDB provides a custom map/reduce implementation; Cassandra provides native Hadoop support.

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

• Open Source w/ reasonable support costs have a direct, positive impact on the ROI (we moved away from large, monolithic, locked in licensing models)
• You do have to balance the necessary level of HA & DR with the number of servers required to scale up and scale out. Servers cost money - so DR & HR doesn't come for free (even though it's built into the architecture of MongoDB

• 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