What now? Answer is Oracle Service Cloud.
February 15, 2018
What now? Answer is Oracle Service Cloud.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Oracle service cloud is used to address the incident management vacuum we previously had. It has taken our customer service to a whole new level. We are able to monitor customer satisfaction and agent performance. Incident management in combination with analytics it works very well. The most important part of the story is we have been able to customize our workspaces to collect the right kind of data we need.
- Reporting.
- Customization.
- Interface.
- Customer portal customization and design to be simplified.
- To embed co-browse in the core functionality of the product and not an add-on.
- Provide more guideline on incorporating API's.
- Great way to manage incidents.
- We have used it for incident management during go-live of ERP implementations and we had an awesome way to create custom workspaces to work with the consultants.
- The only negative point is that the additional components come at a high price.
- dynamics 365 and TOPdesk
Oracle Service Cloud stay on top of my list. Well, also because I was part of the technical implementation. I have had more possibilities on this especially SaaS solutions do not give so much freedom for customization. It is really important to have a solution that really serves its purpose.