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Requires dedicated admin. UI is poor.
October 15, 2012

Requires dedicated admin. UI is poor.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

  • For flexibility and a complex offer/contract, I would absolutely recommend the tool with the caveat that this needs to have dedicated admin with a more technical leaning depending upon the volume of changes needed in pricing, contract or For complex offers/contracts, I would give it an 8 or 9
  • In the last year BMI has made major improvements in usability and the roadmap continues to reflect their commitment to If it continues as is, by early 2013, I would give 8 or 9 regardless of configuration or offer type, again due to the flexibility and with new improvements, much easier to use.
  • It supports all processes we bought it for plus some we don’t use with the exception of publishing a price list.
  • For simpler offers, I would give it a 6 or 7 only due to it being designed by an engineer with no usability training whatsoever.
  • There were no quantifiable metrics defined other than 80% of orders going through system and over 90% are however there is still a higher touch from Legal than where we should be.
  • However, with the complexity explosion we have had in the last 2 or so years, there are some deal types with such complex invoicing, that these orders cannot be done without BMI, even for Legal team.
For users, I would give it a 7 for usability but to be fair some of the usage challenges we've had is because of our decisions, not the tool itself.
It is outstanding. This includes both support and administration services (i.e. a BMI engineer time to supplement administration work). This does not include professional services.

I have consistently gotten good service from both support and admin services that typically goes above and beyond and issues resolved quickly.

Using Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

100 - We have 100 licensed users out of about 350 total employees. Other employees have no need for tool.

On average, for the licensed users, we are at about a 75% usage rate, including sales reps, services, and approvers. Some of that is due to approvers not logging in a while.
1 - Until recently, it was just me and I have other responsibilities as well.

We now have both increased admin services as well as hired someone for both BMI and Salesforce admin work.

The workload was more than expected.

I was hoping that the tool would support being handed off to lower level support or business operations team person. It is closer, but even now there is no way to hand-off to non-IT resources per our current policy. For admin, it is all or nothing. However, some can now be handed off to lower level support.

  • Pricing, both tiered and single level
  • Product/service configuration
  • Commerce calculations such as subtotals, invoicing and discounting
  • Workflow approvals that have proved invaluable for our Sarbanes-Oxley audits
If up to me, 9; others in business, probably 7 or 8

Evaluating Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) and Competitors

No package per se; just using Excel for pricing and Word templates for contracts.

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) Implementation

The approach was fine however we got a brand new Engagement Manager (Project Manager), a new engineer and I was new and still learning all the processes and the tool.

Someone needed experience and that hurt us in the long run.

There are not many partners to assist in implementation – maybe 2 or 3
  • Vendor implemented
  • Professional services company
We had a BMI consulting partner assist with some later rollouts - EDL Consulting - whom I would not recommend in any shape or form. They only have one good engineer and if you don’t use him, the work is marginal at best, took longer than it should have and a much higher level of project management needed.

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) Training

  • In-person training
Training is 8 for some areas and 9 for others however they have added new modules recently addressing these deficiencies.

Very comprehensive overall but needs deeper dive in others, such as document engine (where all outputs are generated).

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) Support

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) Reliability

Other than one day two years ago and an hour or two a few times since then due to data center outages, it has been very reliable.
It depends upon the day however there are so many failure points with online services, including our internet service, that this is probably closer to 9 with the latest version.

Integrating Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)

  • Salesforce.com
It was pretty straightforward

Relationship with Oracle

Yearly payments, payment for professional services after services performed, 48 months with 12 month auto renewal.