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.
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Quantum Metric
Score7.5 out of 10
Enterprise companies (1,001+ employees)
Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience. The solution ultimately aims to help teams agree on priorities, build products customers love, and innovate with speed and confidence.
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
Quantum Metric is a true professional, and I love the level of insight and industry knowledge they bring to the table. We use it at the departmental level, including marketing, customer service, and IT. Session replay allows our data consumers to derive insights faster and easier than digging through data. It lets us see or understand how users feel and work to enhance those feelings. The quality of support and the time to respond are also noteworthy. They have great coverage, but the learning curve is very steep and requires a lot of technical support and hand-holding.
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
Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website.
Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience.
Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test.
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.
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
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.
Quantum is a nice tool and is user friendly however I believe there always room for improvement. We have experienced minor issues with a few sessions which were solved by Quantum support reps in a timely manner and some of the dashboards are not as robust as other tools we use
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.
For a new user, it's pretty intuitive to onboard and start doing the basic functionalities. But QM has a lot of functionalities which can be leveraged by more team members (especially when you don't have analysts dedicatedly using this) if further enhancements to usability are made.
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
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
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
I've been very impressed with the support Quantum Metric has provided. Our amazing Customer Success team has provided excellent service and has gone above and beyond in helping us use and understand the tool. We hold weekly calls with multiple teams and QM has been proactive in bringing things to our team's attention and making suggestions. The support has been one of the most important aspects of having QM and has allowed us to make great strides in improving how we use data and user research in our work.
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
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
We have used - as an organization - multiple products that each fill a roll or task Quantum Metric provides...however I think there are very few tools or SaaS solutions out there that bundle so much into one solution. QM was better than the replay tool another group was utilizing (Mouseflow) because with our contract we could capture and review way more replays as well as have those replays married to actual, quantifiable data. From an analytics point, is so much easier to install event tracking as opposed to our basic Google Analytics implementation. However, I would still use GA as a primary record for measuring overall site performance since QM doesn't have robust product sales tracking. At one point we did review a competitor called Content Square. They seemed very focused on heat mapping.
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
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
