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)8.787%
- Ticket response (74)8.080%
- Email support (74)7.979%
- Internal knowledge base (74)7.777%
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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 8.7.
The most common users of Oracle Fusion Service are from Enterprises (1,001+ employees).
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(237)Attribute Ratings
Reviews
(1-5 of 5)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.
95%
9.5
95%
9.5
94%
9.4
- Enables us automate customer engagement campaigns across various channels and help us track them leading to increased customer base and productivity.
- We have expanded our customer engagement service and this has brought convenience to our customers and further simplified our customer support delivery.
- It has contributed to the increase in our customer numbers and subsequent growth in our revenue.
August 06, 2019
On cloud 9!
We uses Oracle Service Cloud for handling customer service, meaning that all emails and calls are logged in Service Cloud.
- 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.
87.5%
8.8
100%
10.0
100%
10.0
- We are able to standardize and optimize handling through buttons, workflows and standardtexts
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)
Service Cloud seems more agile
70
First level, second level and backoffice as well as mangement team
1
Knowledge of the business and users day to day tasks as well as Oracle Service Cloud functionality
- Call logging
- Email handling
- Customer portal
- We started using buttons, to simplify the way incidents are being transferred from one team to an other
- We might be adding a chat bot or digital assistant of some sort
Yes
Microsoft crm
- Product Reputation
- Vendor Reputation
no, I wasn't a part of the decision making process
That's a hard question, since I believe we made the right call. But we didn't just get Oracle Service Cloud, we also purchased Oracle Customer Care and Billing, so it was a factor that integrations between the two was possible.
- Third-party professional services
We used Wipro to implement Oracle Service Cloud.
Yes
We started out with our design phase.
Then we had our UAT phase where we also made sure our system was approved in the market.
Then we went live and started adding customers.
Change management was a minor issue with the implementation
Our project manager and the rest of management was responsible for the change management.
Unfortunately the business wasn't included enough which has given a few bumps on the road. So an important lesson is, that when implementing a new system, it's key that the entire business and all of the management team is backing up.
- It was change management related, due to lack of communication
- In-person training
- Self-taught
If you have an open mind, and have flair for IT I think it's okay, especially when you start to understand the background logics
I think my absolute best advice is, to not focus on what you used to have, but what core functionality you need, and then configure based on that.
You tend to want to build exactly the same functionality as you used to. In stead you should focus on the basic need, and then look into the best way to handle that process. We found, that some of things the business wanted, wasn't needed, but they requested it, because that was how it was done in the old system. So always challenge the configuration requests.
Some - we have done small customizations to the interface
The few customizations was made by our implementer before we started using Service Cloud. We only have a few, like a custom field for an extra contact, related to the incident.
not at this point
Yes
It turned out, that it impacted all users, and Oracle then had to make a patch for it. That part took longer than what I could have hoped for, but they were very helpful in figurering out a way to work around the issue, which was rather small.
Through their technical webinars!
It's amazing, and it add's to my knowledge about Service Cloud. One of the latest was actually some of the things the technical support uses to find errors, so that's neat to be able to do, by yourself.
- Replying to emails due to standard texts
- Finding out who was cc'd in an email
Yes, but I don't use it
- Our phone system
- Oracle CC&B
Integration was performed by our implementing partner but it is in the lighter end of integrations.
Our phone system creates a call task when ever agents answer the phone, and all our customers in Oracle CC&B are sync'ed to Service Cloud where they can be used as contacts.
- Not at this point
I don't know, but they have so far been really helpful
- File import/export
nope
I think it would be, to be involved from early on, to learn as much as possible from the get go
Yes
It went perfect
- Always get new functionality that inspires us to develope
- Agent browser knowledge
April 10, 2018
Oracle rocks
Score 9 out of 10
Vetted Review
Verified User
Using service cloud to help track the customer experience with various data points. Service cloud has helped us develop a back-office servicing channel to move away from front line customer service representatives; savings us on overall efficiency as an organization as well as improving the customer experience.
- Great reporting
- Ease of use for user
- Open APIs
- More advanced reporting
58.33333333333333%
5.8
75%
7.5
64%
6.4
- Reduced staffing need
- Decrease customer delays (better cycle time)
- Cross trained staff
Oracle Service Cloud is easier to use however reporting is clumpy.
500
Reporting, analysis and customer service
200
Customer service
- Efficiency
- Customer experience
- Employee empowerment
Not Sure
Not sure
- Price
- Implemented in-house
Change management was a small part of the implementation and was well-handled
Prepare staff in advance.
- Change
- Education
- Adoption
- Customer satisfaction
- Data analytics
- Omnichanel
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.
- It is essential for our large-scale customer service operation. It scales well based on load.
- Provides us with accurate metrics to measure employee productivity and customer satisfaction.
The decision was made well before my time but I know that eGain was one of the others evaluated.
For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
For a more recent integration, we switched a newly-acquired site from Zendesk because we needed it to fit into our larger RightNow ecosystem.
500
Mainly customer service agents (including hundreds of seasonal agents). We also have product quality people looking at feedback, and analytics people examining statistics.
3
1) CRM administrator.
2) Analytics person.
3) It's REALLY helpful to have someone who can administer the portal and portal development.
2) Analytics person.
3) It's REALLY helpful to have someone who can administer the portal and portal development.
- Answering, routing, and prioritizing customer chats.
- Answering, routing, and prioritizing customer emails.
- Extensive knowledge base and help center capability.
- I've used Custom Objects to build a feature that tracks operational incidents (external to RightNow), and how they impact RightNow incidents.
- We are looking into sales/marketing features for the future.
Yes
It replaced Kana many years ago, when the nature of Kana's offering changed.
- Price
- Product Features
- Product Reputation
- Vendor Reputation
- Implemented in-house
- Professional services company
We've had Helix Solutions (who specializes in RightNow) do some work before. Other aspects of it, we've done in-house.
Yes
We integrated based on function: chat separate from email, for instance. It was pretty straightforward.
- Every bit of it seemed to be more complex than anticipated, because of the interdependency of all the components. (Each part affected other parts.)
Yes
We are a large-scale operation and need quick response.
Yes
Some of the trickier inquiries take some time to resolve; but RightNow's system of escalation is very clear and easy to understand. They will keep working on an issue until it's resolved. I've never, ever had an inquiry or incident disappear.
Oracle is exceptional at escalating support to the proper party. Sometimes it can take some time for the really tricky inquiries; but their resolution rate is nearly 100%.
- Agent account setup.
- Business rules and routing.
- Mailbox setup can be tricky.
- Product/category setup and linking has some peculiarities that are essential to know.
- Customer Portal (all the customer-facing end-user pages) is really tricky and cumbersome and is the most difficult part of maintaining RightNow.
Yes, but I don't use it
December 15, 2013
Honest Review of Oracle RightNow
- Customer Centric User Interface
- Multi-Channel Capabilities
- Knowledge Base is excellent
- Oracle is not investing in the product
- Increase the sales capabilities of the product
- Create better integrations into the Oracle products
- Increased employee efficiency
- Better Customer Service
Sales and Customer Service, Admin.
- Customer service improvement
- Self-service
- Increased efficiency
Yes
- Price
- Product Features
- Product Usability
Yes
No.