OFSC - experience
It's been used by our field service department. Field technician uses this for scheduling/updating calls, route optimization, time …
Overview
What is Oracle Fusion Service?
Oracle Service Cloud 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…
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Popular Features
- Ticket creation and submission (74)8.888%
- Ticket response (74)8.080%
- Email support (74)7.979%
- Internal knowledge base (74)7.777%
Reviewer Pros & Cons
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What is Oracle Fusion Service?
Oracle Service Cloud 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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What is Oracle Fusion Service?
Oracle Service (formerly Oracle Service Cloud), part of the Oracle Advertising and Customer Experience suite, is a cloud-based, omnichannel solution that delivers relevant, connected customer experiences via personalized service interactions with a 360-degree view of the customer. With both B2C and B2B offerings, Oracle Service empowers businesses to offer customers various choices to engage across channels—anywhere, and any time—while balancing automation and intelligence with high-value customer engagement. Oracle Service's approach is driven by knowledge, automation, and evolving customer engagement channels, simplifying every service experience for agents and customers alike. By helping to differentiate an organization’s service experience, Oracle Service aims to deliver measurable business impacts across all industries.
The platform includes: Digital Customer Service, Service Center, Field Service, Knowledge Management, Customer Data Management, and Intelligent Advisor.
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Oracle Fusion Service Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android, Windows Phone, Blackberry, Mobile Web |
| Supported Languages | Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Greek, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukranian |
Frequently Asked Questions
Oracle Service Cloud 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.
Salesforce Service Cloud, Zendesk Suite, and Microsoft Dynamics 365 are common alternatives for Oracle Fusion Service.
Reviewers rate Ticket creation and submission highest, with a score of 8.8.
The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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(237)Attribute Ratings
Reviews
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December 28, 2021
Why Oracle has to innovate
We were using Oracle Cloud implementing E-Business Suite ERP and a lot of customizations. There is a lot of functionalities that were not covered for this ERP and we develop several forms and reports that we need in order to provide support to our C-level executives.
- Backup were on time always.
- Deployments were on time.
- Meeting were organized every time we need them.
- Escalation really works.
- Prices are changing every year with no notice for customers.
- Cloning and Refresh of environments are very limited compared with competitors.
- Support is very limited and not flexible as they should be.
- Support is given outside and communication is very difficult some times.
- Escalation is clear.
- Incident Management works.
- Old products support works.
80%
8.0
90%
9.0
80%
8.0
- During incidents is hard to manage internally.
- Extra things (eg. additional backup) are costly.
- Support sometimes is difficult to follow.
Here we have several Oracle stack Products but the new things are hard to integrate. That was the main reason .
December 27, 2021
Great platform to manage Customers
Oracle Service that was formerly known as Oracle Service Cloud is a cloud-based field service and customer communication system. It is a part of the Oracle CX Cloud service that captures 360-degree views from a customer's perspective. It helps in eliminating customer uncertainty and offers customization as well. Integrating the service is quite easy that enables the business to be up and running in less time hence, we have implemented Oracle service in our organization.
- Workflows
- User friendly User Interface
- Customization is possible
- Integration is easy.
- Easy creation and management of tasks,
- Little bit dull UI.
- Forecasting is not possible.
- Basic tool
- Lacks looks and feel at console level as well.
- Monitoring Clients in depth.
- History of contacts made to the customers.
- Feedback provided by customers.
86.66666666666666%
8.7
90%
9.0
84%
8.4
- Increased ROI.
- Working on customer feedback.
- Takes enhancement decisions based on the feedback
Oracle Service is a powerful service where the customers or clients can be evaluated in-depth. It provides a unified way where the customers can also raise complaints that can further be evaluated or resolved by the monitoring team to enhance the product. Also, it offers a lot of customizable features and provides by defaults dashboard for reporting purposes.
December 06, 2021
Oracle Service Cloud Easy of Use!
Score 10 out of 10
Vetted Review
Verified User
We used [it] in some [departments] and for our vendors.
- The Oracle Service Cloud can be expanded quickly to scale with the demands, PCI, and HIPPA compliance.
- US/ non US clouds
- Easy with full resources in different channels.
- Security and clarity.
- Data Management could be improved.
- SaaS delivery model to government agencies for USA/non-USA certification and [ownerships].
- Privacy needs key for all cloud services across USA and worldwide.
- CRM and back-office systems
- Integration solutions
- Desktop applications
81.66666666666666%
8.2
80%
8.0
82%
8.2
- Our ROI is keep growing with the help of Oracle Service Cloud.
- Deliver tailored responses[.]
- Offer seamless customer service[.]
Price, easy to manage and more.