Want 100% CSAT? - Get Oracle Service Cloud
April 04, 2018
Want 100% CSAT? - Get Oracle Service Cloud
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
As partners, we implement Oracle Service Cloud for a variety of customers from different verticals. Typically, most of our implementations for our core customers are done in the Americas in the whole of organizations and expanded out globally.
Organizations use Oracle Service Cloud for agents taking calls by phone, email or chat while integrating the application with a variety of integration assets giving a 360-degree view of applications. Also, many organizational implementations from my end have taken full advantage of a Customer Portal that provides a self-serve feature.
Organizations use Oracle Service Cloud for agents taking calls by phone, email or chat while integrating the application with a variety of integration assets giving a 360-degree view of applications. Also, many organizational implementations from my end have taken full advantage of a Customer Portal that provides a self-serve feature.
- Key Strength: Provides a rich SAAS application that allows an organization to have a self sustained CRM application; Rich workspace and workflow components; Provides rich survey creation tools; 100% integration with voice, chat and email;
- Provides ability to build rich integrations with a variety of assets within an organization. BUI or Agent Desktop -an application that sits within the firewall provides unique ability to add "add-on" feature to the product to provide rich agent experience.
- Uses common industry standard technology APIs such as .NET, PHP, REST, SOAP and many more. What does this mean? This means - easy availability of skill sets and easy maintenance of the application. Oracle Service Cloud does not use any proprietary technology unlike Salesforce or other cloud products.
- Inbuilt CTI adapters could be very helpful for customers. This will prevent customers having to engage 3rd party vendors to build CTI tools.
- Workflows can be cached and can run much faster.
- Custom Process Model - can be more "programmer" friendly than how it is today. This can be developed in a more wizard-based "declarative" programming approach.
- Reduced # of calls by means of deflection
- Resolution time has come down by means of having a platform that provides 360 degree view
- Co-browse increased customer satisfaction and helped minimize repeat calls.
The biggest benefit that I see using Oracle Service Cloud is in terms of the technology stack that it uses. This translates to ease of access to resources regarding the skill sets that organizations need to maintain the product.
The other benefit I see is the ability to "add-on" features to the product by means of add-ins. While this is possible in some products but not to the extent it is done in Oracle Service Cloud.
finally, it is not web based or browser-based product. This indeed provides a platform for agent UX experience. This translates to building more integrations using rich tools based on .net and Java.
The other benefit I see is the ability to "add-on" features to the product by means of add-ins. While this is possible in some products but not to the extent it is done in Oracle Service Cloud.
finally, it is not web based or browser-based product. This indeed provides a platform for agent UX experience. This translates to building more integrations using rich tools based on .net and Java.
Oracle Fusion Service Feature Ratings
Using Oracle Service Cloud
500 - Primarily the group represents account support, invoice and billing support, product support.
5 - .NET, PHP
- Customer 360 degree view
- Deflection/Article fetch