Great Product with a Great Foundation
April 05, 2018

Great Product with a Great Foundation

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

We use Oracle Service Cloud (OSvC) as our main customer service application to track contacts. We log all calls, emails, texts, and chats. It provides a 360-degree view of the customer for an agent to understand all of their interactions with us. It's mainly used by CS agents and support staff, but many departments use the reporting we supply to understand customer behavior and improve customer experience.

This product replaced an expensive, in-house, and difficult to change large CRM systems. We now have a great, easily configurable CX Platform that allows being agile with changes and insightful with why our customers are calling. Never before have we been able to understand our business in relation to so many different facets of our operations.
  • We appreciate the ability to point and click and make really complicated changes fast and easy. We no longer need a large team of developers to make things happen.
  • In the cloud!
  • Easy for non-technical people to manage.
  • The ability to influence changes in the product is hard. There are lots of solicitation for product feedback, but very few suggestions make it into the product. The smaller suggestions, that could make an admin's life easier are rarely entertained or implemented. Larger scale suggestions wind up in the product and are either an upcharge or over complicated and don't feel natural to the product.
  • Support can sometimes be a challenge to work with; squeaky wheel will get the grease.
  • Moving to an agent web browser interface has taken a long time and has moved the focus off of innovating.
  • Increased agent compliance with case creation to the high 90s.
  • Self-service rates around 20%
At the time we evaluated OSvC, they were the leaders amongst all of the product we evaluated. We still believe OSvC is a great product and wouldn't have wanted to go in any other direction. Oracle was already an existing partner of ours, this help speed along contracting and negotiations.
It's well suited for organizations where development resources may be little to non-existent. You can really do a lot with just a really good business analyst.

Not appropriate for organizations that are not comfortable being in the cloud or have high data security policies. Implementing in a shared or semi-shared environment could cause you to not be able to take full advantage of the application.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
7
ITSM collaboration and documentation
6
Ticket creation and submission
9
Ticket response
8
External knowledge base
7
Internal knowledge base
7
Customer portal
8
IVR
Not Rated
Social integration
5
Email support
8
Help Desk CRM integration
Not Rated