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…
Hybrid Oracle Blend
Great solution for Finance team to manage their day-to-day operations
Rocking
Why Oracle has to innovate
Great platform to manage Customers
Oracle Service Cloud Easy of Use!
Oracle Service - Provides 360 degree view
Not the right fit but good for others
A polyglot review of Oracle Service
Product with a lot to offer for CX-Service needs
Oracle Service is simple to use and configure.
Oracle Service review
We have used customized …
Love it and want more of it!
Powerful customer service systems and contact center apps
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
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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Product Demos
RightNow CTI Integration Demo
Doctor CX - Oracle Service Cloud - Dynamic Agent Desktop Demo
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 7.4Organize and prioritize service tickets(73) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 7.5Expert directory(53) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.5Subscription-based notifications(57) Ratings
Users subscribe to notifications for ticket updates
- 6.7ITSM collaboration and documentation(50) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.8Ticket creation and submission(74) Ratings
Users and agents can easily enter new support requests.
- 8Ticket response(74) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 6.9External knowledge base(65) Ratings
Customers can self-service by searching through help articles.
- 7.7Internal knowledge base(74) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 7.5Customer portal(69) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 7.6IVR(35) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 4.8Social integration(46) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 7.9Email support(74) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.6Help Desk CRM integration(54) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
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 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
Comparisons
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Reviews and Ratings
(237)Attribute Ratings
- 10Likelihood to Renew9 ratings
- 10Availability1 rating
- 9Performance1 rating
- 10Usability5 ratings
- 10Support Rating7 ratings
- 9In-Person Training1 rating
- 9Implementation Rating4 ratings
- 9Configurability1 rating
- 10Product Scalability1 rating
- 5.8Ease of integration11 ratings
- 6Oracle Implementation Satisfaction1 rating
Reviews
(1-10 of 10)- 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.
- The process of customizing the program and creating segments is complex and it takes some time to get used.
- Updating users when the sytem is scheduled for maintenance
- Users may need to have technical knowledge to use the features fully.
Moving from standard Oracle ERP to Oracle Service Cloud
- Searching
- Report customization
- Automation
- Better email (tech mail) customization options
- Better order management integration
- Different ways of associating contacts to multiple accounts
On cloud 9!
- Great overview
- Works well with Oracle CC&B
- No great solution for handling CC recipients on the emails sent in to Service Cloud. You need a custom report in order to easily see if any recipients are CC'd.
Professional Integrators view of OSVC
- Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
- Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
- Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
- Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
- 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.
Excellent return for the investment
- Complex automation allows users to spend their time on what matters
- Seamless integrations allow for a simplified single-session user experience
- Increased processing speeds and customizable UI creates a smooth and natural flow for users
- The email management functionality could use some attention; especially around managing replies from multiple parties
- There are a handful of limitations in terms of automation rules and UI workflows
Make your representatives skilled interviewers!
- 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.
- Helpdesk Ticketing
- Call Center Environments
- Customer Patient Interview processes
Oracle Service Cloud... two years of mixed feelings
- Captures a lot of data - the information helps management understand customer sentiment, peak hours, and agent behavior
- Can be configured and customized heavily
- The .NET desktop agent desktop is pretty clunky (installation issues, really outdated UI, performance issues if you do too much customization). I recommend you use the Browser User Interface instead for a more modern experience for your agents and admins (Oracle seems to be trying to add the entire feature set from the desktop version to the browser version of their agent-facing product, but it's not all there yet)
- Oracle Support is difficult and cumbersome. You will have an uphill battle on your hands any time you need assistance (and since the product is so customizable and complex, you WILL need assistance!)
- May be a bit of a repeat, but this is a complicated beast of a product. There are black boxes littered all over the place. And you can see the "seams" where they've stitched together applications they acquired. Some modules are very clean and intuitive while others are stuck in the dark ages. The onus will be on you as the customer to learn how to wield the application.
But if you just need a product that provides one or two new channels, I think there are other products that can do those jobs better.
My Oracle Service Cloud Review
- Every business is unique in many ways but especially on internal processes Oracle Service Cloud can adapt to pretty much every need you can imagine
- Somethings require development but regular tech support doesn't help on developments or customer customizations
- As it gets bigger and bigger a lot of great things become "add-on" items available for purchase with your contract
Want 100% CSAT? - Get Oracle Service Cloud
Organizations use Oracle Service Cloud for agents taking calls by phone, email or chat while integrating the application with a variety of integration assets giving a 360-degree view of applications. Also, many organizational implementations from my end have taken full advantage of a Customer Portal that provides a self-serve feature.
- Key Strength: Provides a rich SAAS application that allows an organization to have a self sustained CRM application; Rich workspace and workflow components; Provides rich survey creation tools; 100% integration with voice, chat and email;
- Provides ability to build rich integrations with a variety of assets within an organization. BUI or Agent Desktop -an application that sits within the firewall provides unique ability to add "add-on" feature to the product to provide rich agent experience.
- Uses common industry standard technology APIs such as .NET, PHP, REST, SOAP and many more. What does this mean? This means - easy availability of skill sets and easy maintenance of the application. Oracle Service Cloud does not use any proprietary technology unlike Salesforce or other cloud products.
- Inbuilt CTI adapters could be very helpful for customers. This will prevent customers having to engage 3rd party vendors to build CTI tools.
- Workflows can be cached and can run much faster.
- Custom Process Model - can be more "programmer" friendly than how it is today. This can be developed in a more wizard-based "declarative" programming approach.
Oracle Service Cloud is not a well-suited tool for sales yet.
Review of the RightNow Knowledgebase
- The Knowledgebase searching capabilities were much better than the previous system we used. In addition to searching the body of the answer, it will also search the first several hundred unique words of the attachments.
- The software is very flexible. Almost everything is customizable.
- You can get very detailed reports concerning which answers and attachments are looked at, and by which customers, each month. This data is only kept for 30 days, but you can setup rules to automatically export the reports to files that can be emailed.
- Customers can "subscribe" to get notified if a specific answer gets updated, or anything in a particular category is created or updated. When you update an answer, you can decide if you want to generate a notification to subscribed customers. For example, if you are just changing the grammar, you won't want a notification to go out.
- You can easily add links to other answers within your answer. This prevents you from having to duplicate information in various related answers.
- The Knowledgebase has a feature where it will suggest other related answers for you to look at. The problem is that there is no way to limit the suggestions to the category you are currently in. For instance, if the customer is looking at notebook computer answers, the system will suggest answers in a server or modem category. This caused a problem for us because when customers were looking at answers related to a current product, RightNow would recommend answers that were associated with legacy products we no longer sold and thus didn't want to advertise. Because we could not limit suggested answers to the same category, even after consulting with RightNow experts, we had to turn this feature off.
- RightNow has a lot of great reports that show answer statistics -- how many times each answer has been viewed each day/week/month, etc (however you configure the report). However, they don't have a way to add an IP address range to ignore, or a company name to ignore, so that you can filter out internal company views. We wanted to know how many customers viewed answers vs seeing reports that lumped our support personnel statistics in with customer statistics.
- RightNow doesn't automatically filter out SPAM IP addresses in their reports or access counts. We suddenly noticed that the numbers on our statistical reports had increased from previous months. When I explored the huge increase with RightNow, I found out that known spammers had been hitting our site. Rather than RightNow filtering out the IPs at a corporate level, each customer has to monitor for spamming hits and individually enter in the IP addresses into their configuration software to get them excluded. We were frustrated because this requirement/process was not communicated to us when we started using the software. Thus, we had a couple months of useless statistical data (RightNow was unable to go back and filter the spammer data from our reports. However, they did give us a credit on our monthly usage).
- As an administrator of our Knowledgebase, I wanted to be notified whenever anybody edited an answer, vs just getting a notice when a new answer was created. RightNow support engineers told me this was not possible, so I had to manually scan reports a couple of times a month to see which answers changed. I wish there had been a way to get an automatic notification the same day an answer was changed so that I could review it in a timely manner.