Item: Oracle Service
Rating: 8
Author: Andy Marks

Overall Satisfaction with Oracle Service Cloud

Use Cases and Deployment Scope

Service Cloud is being used by our largest Contact Centers across the organization to track customer support interactions and provide visibility to management.

Pros and Cons

Pros

The full scope of features available allows our Customer Care teams to work exclusively in Oracle Service Cloud when supporting customers.

Cons

Managing the local client application has provided challenges in our organization. We would prefer to work entirely web-based in the cloud, which is why we are eager to transition to the newer Browser User Interface.

Return on Investment

Decreased average call handle time
Increased reporting and visibility

Likelihood to Recommend

It is a powerful platform that has a rich feature set

Oracle Service Feature Ratings

Comments

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Oracle Service Cloud is a powerful, flexible tool to manage customer interactions