Delight your customers via Oracle CX sales
April 22, 2021

Delight your customers via Oracle CX sales

Priya Joshi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Sales Planning and Performance Management
  • Oracle DataFox
  • Oracle CPQ

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

Oracle CX Sales helps the business process management part of our organization. Here entire processes have been outsourced to us by the client. So we need to track, monitor, and respond to customer request[s] across multiple touchpoints, understand the customer sentiment in real-time to understand if there is a change in strategy, and a lot more. Oracle CX Sales helps put our agents on steroids as it provides them with all the relevant information on one screen and a brilliant search capability to quickly find the information.
  • Keeping track of customer interactions across different channels
  • Real time sentiment analysis
  • Knowledge management using AI to show relevant content to the agent to quickly solve the customer concern
  • Custom training of ML algorithms is limited
  • User Interface needs to be more intuitive
  • Limited options to integrate with existing third-party CRM software
  • Customer experience has been improved. Their satisfaction index is higher
  • Costs are down as now agents are able to solve more queries within a single call
  • Better customer engagement in cross-sell campaigns

Do you think Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) delivers good value for the price?

Yes

Are you happy with Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud)'s feature set?

No

Did Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) go as expected?

I wasn't involved with the implementation phase

Would you buy Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) again?

Yes

Overall our organization has completely moved to Oracle CX Sales and now is able to utilize the latest technology backed by AI to provide a much better experience to customers and saving money at the same time. So it's a Win-Win situation. I believe there is a slight learning curve to derive [the] full value out of this but once you are there, you can delight your customers.
Support has been my challenge with most of the Oracle products. There is not enough self-serving content and support is not adequate. One needs to reach out multiple times or escalate to get the response no matter how critical the issue is. Probably dedicated support is the way to go forward.
Oracle CX Sales is more suited for organizations who are planning to completely migrate their CRMs or who are just starting their CRM journey. Since integrations are limited with external software, using Oracle CX Sales can be challenging. Also, in my personal opinion, B2C companies with a large customer base or daily transactions will benefit the most by Oracle CX Sales.

Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud) Feature Ratings

Customer data management / contact management
Not Rated
Workflow management
Not Rated
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
Not Rated
Email marketing
Not Rated
Task management
Not Rated
Reporting
Not Rated
Forecasting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
Not Rated
Custom fields
Not Rated
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
Not Rated