Item: Oracle Fusion Service
Rating: 8
Author: Erik Henley

Use Cases and Deployment Scope

Oracle Service Cloud is used as our primary CRM application. We manage our customer interactions via our call center via incidents and chat.

Pros and Cons

The Chat Functionality add another avenue for customer interaction
The ability to build out Workspaces and Workflows for our Agents.
The Messaging functionality to send auto-responses and surveys.

Workspace development drag and drop functionality
Some difficulty in using the sizing of areas in the Workspace development functionality
Some difficulty in running reports occasionally that require additional database joins and filtering to get the report to run

Return on Investment

Has decreased our costs of servicing our customer interactions year over year
Allows multichannel interactions with our customers which they like
Has allowed us to improve upon our Company NPS scores from our customers

Alternatives Considered

ADP AdvancedMD

Far greater options for designing and development of what is needed for a company's management of customers

Likelihood to Recommend

We switched from a previous Chat application, which did not work well, to the Oracle option and it was far better at not dropping chats or freezing during chats.

Products Replaced

Not Sure

Key Differentiators

Product Features
Product Usability
Product Reputation
Vendor Reputation

The previous application did not meet the growing needs of the company.

Evaluation Lessons Learned

I, unfortunately, was not here for the vetting process of the application.

Great CRM Application

Overall Satisfaction with Oracle Service Cloud