Oracle Service Cloud is best multi-channel platform for customer service
February 13, 2018

Oracle Service Cloud is best multi-channel platform for customer service

Luís Melo, CCXP | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is used across our organization, to manage customers, contacts, opportunities, tickets, and contracts.
  • Automatic routing of tickets to the right queue/team based on keywords and categorisation
  • Knowledge base native link to incident management allowing quick find of FAQ to answer customer's issue
  • Easy creation of reports using drag and drop designer canvas
  • Co-browse should be totally integrated without the need for setup in different application or configuration
  • Full-blow release manager and version control is missing
  • Account and opportunity management capability helped us be more organised and focused, increasing pipeline and conversion, and ultimately getting us more revenue.
  • Email and incident management capability helped us be quicker and more efficient, providing a better customer experience, increasing loyalty and satisfaction, and ultimately getting us more revenue.
Oracle Service Cloud is more complete and flexible. It is an enterprise platform. 95% of products and capabilities are native and don't need add-ons.
One of the best, if not the best multi-channel platform for customer service in either B2C or B2B scenarios.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
External knowledge base
9
Internal knowledge base
9
Customer portal
10
IVR
8
Social integration
8
Email support
10
Help Desk CRM integration
10