Oracle Service vs. Sitecore Digital Experience Platform

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

Sitecore offers Content Hub with Product Content Management and Content Management Platform. The Digital Experience Platform and Content Hub can both host structured content and publish the finalized version to Experience Edge. Both platforms offer different ways to manage content. During a technical and business evaluation, the evaluation panel must understand the difference between a Content Modelling focused approach, or a layout management focused approach. Sitecore Digital Experience Platform is also best not to be used to host many files and images in the Media Library. That responsibility should be offloaded to a digital asset management company like Sitecore Content Hub DAM. The technology evaluation panel must also understand how to work with a Headless CMS, where the HEAD needs to be hosted, and the costs associated with the HEAD. Composable DXP is fantastic, but everyone must understand the various cost components. Marketers and the data team will need to go into the CDP and Personalize the platform with an excellent understanding of how a composable "installation" works. All the Martech vendors have similar challenges that data and development teams need to work through with a full experience. Any CDP/analytics platform will, at some stage, require further data enrichment from other sources. Understanding the Sitecore Search features and limitations is also essential.

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

• Comprehensive Solution: Sitecore offers a fully integrated suite of products that cover the full spectrum of DXP capabilities, including search, personalization experimentation and more, delivering a complete composable DXP solution for customers.
• Beyond Headless: XM Cloud provides more than just headless capabilities, featuring in-built tools like authoring host, page editor, etc., enabling faster and more powerful implementations.
• Focus on AI: Sitecore has now got an excellent AI offering called Stream; it looks promising; however, it would be too early to give feedback on the same.
• Customization: Sitecore's backend is highly customizable, allowing for deep modifications through pipelines and patch configurations.

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.

• Experience Editor is a little old fashioned and sometimes slow to use.
• Bulk operations in the Content Editor
• Sitecore serialization is should be part of the Content Editor to provide visual reference for items which are serialized and will be overwritten by future deployments similar to what Unicorn does so well

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.

Sitecore has proven that it can deliver on its promise of a robust, reliable enterprise CMS solution with plenty of features. Also, they keep updating it with more and better features. Now that we are highly trained on it we have started on getting the most out of it and we plan to keep doing more of that in the future.

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.

Once you learn how to use the platform and can put a solid strategy in place to manage it long-term, it becomes a lot easier to use. The tricky part is working with resources who are familiar with the platform to navigate some of the common implementation and configuration pitfalls. Although Sitecore has worked very hard to overcome some of these from their earlier product versions by creating wizards and improving their support documentation, at the end of the day it is still a very complex and powerful system that needs to be implemented carefully in order to foster the best possible user experience for authors. So it could be rated very usable or not usable at all based on how much planning took place and the quality of the implementation.

Incentivized

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

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

1. Customized software development & maintenance. 2. Technology Consulting - Consulting-based services for technology solutions data engineering or cloud solutions. 3. Used for tapping into multiple data sources such as CRM and marketing automation systems and, creating automated data extracts with a high-end visual representation of data. 4. Implemented for scheduling an existing report to automatically refresh and be delivered to specific users at a specific regular interval.

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

Sitecore captures and remembers every single interaction your customers and prospects have in any part of the system, allowing you to build comprehensive, ever-learning profiles of each individual. From email marketing, to social media, to online shopping, Sitecore remembers where each interaction left off so you can automatically continue the conversation. Sitecore helps you manage your content for each and every experience your customers enjoy. Customize what content you want and the system will take care of how it's displayed.

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

Make sure you work with a partner that can help you take advantage of the entire platform. Specifically we see a lot of customers not taking advantage of Sitecore DMS and thus missing a huge opportunity. Sitecore is a platform that is meant to be constantly optimized and improved upon.

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

Sitefinity is improving but at the time of decision making it had nothing that could compare with the A/B testing and personalisation features that Sitecore offers. This was a key differentiator and ultimately ensured Sitecore was purchased. WordPress isn't really comparable and isn't within our technology stack, which is mostly Microsoft.

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

• 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

• ROI depends on what features the customer wants to leverage from Sitecore. Sitecore is not just a CMS. It's CEP platform which comes with Analytics, Personalization, A/B Testing, and Email for marketers modules etc., out of the box.
• Based on my experience some of the customers lean towards third party services. This is primarily due to lack of the understanding of these features. If a customer leverages these out of the box features ROI will be high. It depends on how much is being [sent] to third parties services.
• Sitecore has very good accelerators in the market. These accelerators allows you to create response sites very quickly. If a simple campaign site takes 50K to build the site may save at least 50% of that cost. Examples of site accelerators are Brainjocks, Keystone, Cognifide etc.

Incentivized