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 Sales delivers good value for the price?
Yes
Are you happy with Oracle Sales's feature set?
No
Did Oracle Sales live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Oracle Sales go as expected?
I wasn't involved with the implementation phase
Would you buy Oracle Sales again?
Yes