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…
Recent Reviews
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
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
Pricing
N/A
Unavailable
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Would you like us to let the vendor know that you want pricing?
7 people also want pricing
Alternatives Pricing
What is Intercom?
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…
What is LiveAgent?
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…
Product Demos
RightNow CTI Integration Demo
YouTube
Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo
YouTube
Features
Return to navigation
Product Details
- About
- Competitors
- Tech Details
- FAQs
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.
Oracle Fusion Service Screenshots
Oracle Fusion Service Video
Oracle CX for Service
Oracle Fusion Service Competitors
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 Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
Reviews and Ratings
(237)Attribute Ratings
Reviews
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
November 29, 2020
A world-class customer engagement platform for all organizations.
Oracle CX Service [(formerly Oracle Service Cloud)] is an enterprise engagement platform that goes beyond solving customer issues in a contact center and takes the interactions with clients and stakeholders into another level allowing purposeful interactions. We use the platform in the whole of our organization where it allows to interact with our clients from a single hub irregardless of the means they are using whether through contact center, web or social media. It has helped us boost our interactions with clients and build our customer base due to its effectiveness and simplicity in usage.
- Its offers a social interaction platform that allows us to maintain contact and engagement within our various social media accounts and within our website.
- The process of adoption and deployment is instant and this ensures simplicity in its usage within our departments much to our benefit.
- Comes with self-service feature where our customers are able to obtain help and support on their own and this brings convenience and comfort to our clients.
- The pricing of the platform may not favor small users who may wish to expedite the usage of the platform in customer engagement.
- We have not had major challenges but a few of our staff had a steep learning curve in the initial stages of using the platform.
October 07, 2019
Powerful Tool for the Experienced!
Many of the teams in our organization are working together to manage our Oracle Service Cloud. Our marketing, sales, social media, and customer support teams are working together to achieve the highest engagement, consumption, and retention of our customers. Not only has Oracle Service Cloud benefitted the success of our company's brand, but it has also increased the harmony of our employees to work together.
- Powerful Offering of Tools - CX management should not be a headache, and Oracle Service Cloud delivers this.
- Cross-Channel engagement of customers - Oracle Service Cloud allows us to easily interact with customers across multiple channels of communication.
- Fresh looking UI - Unlike many of Oracle's other products, Oracle Service Cloud has a refreshed look that isn't boring or tiring to look at.
- Since Oracle Service Cloud offers a fine-grain control for all of its features, there is a harsh learning curve for new users.
- Buggy start-ups - It doesn't happen every single time, but there will be an occasional glitch which would result in Oracle Service Cloud not booting up properly.
- Absence of documentation - It is difficult for users to find demonstrations, explanations, and additional information for all of the features offered by Oracle Service Cloud.
December 21, 2018
Make your representatives skilled interviewers!
Oracle Service Cloud is being used as an end-user support tool in the technical support department at our company. It allows technicians to more easily connect with our patients, address their concerns, route date to R&D and even ship replacement product if needed.
- OSC allows for an in-depth interview process which enhances patient satisfaction.
- OSC follows a logical flow to lead the technician to an appropriate diagnosis and allows for customer diagnostics should the need arise.
- OSC has the ability to draw from other integrated systems for information that we may need to facilitate quick, efficient call control.
- OSC advises users with easy to read dialog boxes and other activity information.
- OSC relies heavily on network information for travel which can at times be inconvenient.
- OSC integration with third-party products is a bit iffy when compared to other solutions.
- OSC required a lot of third-party custom code at the beginning of our implementation.
December 20, 2018
Oracle Service Cloud - Customization a Win!
Our team used Oracle Service Cloud to communicate with both internal and external customers in an eCommerce Retail setting. It was used solely by the Customer Service team within our organization.
- The ability to customize views to individual team members or groups of team members was nice. We were able to set up queues based on knowledge levels so that newer team members didn't even see customer inquiries on more advanced-level topics.
- The ability to pull analytical reports was a great added feature, as there were a variety of options available depending on what the need was.
- The ability to see productivity stats was an effective tool to see how each team member was doing and how much work they were able to accomplish on any given day.
- We struggled when moving to Oracle Service Cloud from our previous platform. While the options are endless in how you can set up your own internal platform, there was a definite learning curve to the usage and terminology.
- The platform felt a bit clunky in that it always seemed like it should be more user-friendly to representatives utilizing it but there were no options to actually make it more user friendly.
- The platform itself was a very large file and resulted in slowness on some of the older workstations we have.
I have recommended and implemented RightNow/Oracle Knowledge to several clients. It is a value knowledge tool for an enterprise to use internally as well as with its external customer base. My experience with RightNow is primarily its design, implementation, and integration with the Contact Centers. While its design may be utilizing a departmental schema, RightNow is successful when managed and utilized by the enterprise. It solves multiple business challenges: a centrally managed knowledge management system, reduces content error through single point of authoring, publishing and management, realtime updates, and user relevance feedback.
- The process by which RightNow manages the creation, authoring, publishing, and management of the knowledge system.
- Reporting - extensive reporting capabilities.
- RightNow has the ability to "self-learn" from an AI like service. In doing so, users take advantage of what has worked well for other users and the amount of nebulous information is greatly reduced.
- Support for multiple languages.
- The implementation of RightNow knowledge is a rigorous task. I think the professional services required for implementation needs to be improved to make the transition easier.
January 06, 2014
Oracle RightNow: the Cadillac of CRMs
Score 8 out of 10
Vetted Review
Verified User
- Handles and prioritizes emails, chats, and incidents well.
- Very extensive help documentation and support.
- Well-organized considering its complexity.
- Robust in handling different agent skill sets and permissions.
- Various aspects of service integrate well (e.g. knowledge base and incident handling).
- Frequent upgrades that are very thoroughly supported.
- Very robust and customizable analytics..
- I'd like to see agent skills switched to be agent-based rather than profile-based. (Supposedly this is coming in a future release). Under the current setup, agents are assigned to profiles in a many-to-one ratio. Each profile represents a combination of skills that the agent handles. This limits agent permissions to profiles... we can't just add "Skill X" or "Queue Y" to an agent without creating a unique profile for them. It would be much more scalable and agile to customize skills for each agent... that way, for instance, an agent could get trained on "Skill X" and then start getting emails from the "Skill X" queue while their untrained-for-X peers wouldn't.
- Better tutorials for absolute beginners. (The tutorials are there; but I mean tutorials for absolute first-timers.)
- Support is thorough, but for complicated issues it can sometimes take several rounds of back-and-forth.
- Analytics are robust, but not intuitive, and absolutely require training.
- RightNow does not currently have an easy way to integrate with some of the big WFM (workforce management) players in the space, without very extensive (and expensive) custom consulting work. Our phone vendor can do it for a few $k. But RightNow can't. This is an increasingly important trend and the lack of an API for this is a big weakness.