A world-class customer engagement platform for all organizations.
November 29, 2020

A world-class customer engagement platform for all organizations.

Chris Edwards | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Oracle Field Service Cloud (legacy)

Overall Satisfaction with Oracle CX Service (formerly Oracle Service Cloud)

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.

Pros

  • 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.

Cons

  • 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.
  • 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.

Do you think Oracle Service delivers good value for the price?

Yes

Are you happy with Oracle Service's feature set?

Yes

Did Oracle Service live up to sales and marketing promises?

Yes

Did implementation of Oracle Service go as expected?

Yes

Would you buy Oracle Service again?

Yes

The vendor offers customer support to users who maybe stuck in usage of the platform in a number of options and this ensures that one does not get frustrated at all in using the platform. This enhances the trust held by the clients concerning Oracle CX Service [(formerly Oracle Service Cloud)].
Its steady, the vendor is usually on standby in order to help anyone who maybe stuck somewhere in using the platform and this enhances the usability of the platform to a great deal.
Oracle CX Service [(formerly Oracle Service Cloud)] is a complete customer service platform and the platform fits well in a scenario where a company wishes to acquire a single hub to manage the various communication channels from social media, website and contact center instead of acquiring a single platform for all of these channels. Oracle CX Service will fit into these scenario and grow your productivity and improve the customer service that you offer to your clients.

Oracle Service Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
8
ITSM collaboration and documentation
10
Ticket creation and submission
9
Ticket response
10
Self Help Community
9.5
External knowledge base
9
Internal knowledge base
10
Multi-Channel Help
9.4
Customer portal
10
IVR
9
Social integration
8
Email support
10
Help Desk CRM integration
10

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