Oracle Service Cloud is Excellent for a Call Center
Updated December 04, 2020

Oracle Service Cloud is Excellent for a Call Center

Ammar Aldaffaie | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle CX Service (formerly Oracle Service Cloud)

We use the Oracle Service Cloud for tracking phone calls, transfer incidents between departments and for reporting. We also use it to provide knowledge to our customers as well as our agents by using Knowledge Advanced.

Pros

  • The Oracle Service Cloud is very easy to customize to fit almost anyone needs
  • The reporting UI is so powerful and you can do a lot using the report management tools
  • Being able to make changes on the spot and roll them out to production in most cases are simple and take few minutes
  • The rules within the workspace are very powerful and enable you to do almost anything

Cons

  • You cannot assign a custom filed to another custom field value in rules
  • The staff account cannot have more than 1 profile for chat routing
  • You cannot use custom fields and customer objects in guided assistant
  • A better understanding of customers' needs
  • Phone call time reduction by providing the agents with the knowledge to help the customers
  • An easy way to collect feedback and build reports
I have been using the Oracle Service Cloud for the past 4 years and I really don't have a lot of experience with other products, I did take a look at others but my experience is not to the point where I can compare.
The Oracle service cloud is very good for a call center who likes to track customers interactions and use the ticketing system to resolve customers problems and follow up and collect customer feedback. It is great with reporting on these incidents and to provide notifications to the agents who are working them. I cannot think of a case where it cannot work since it is very easy to customize and build add-in and custom widgets when needed.

Oracle Fusion Service Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Subscription-based notifications
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.3
Customer portal
10
Social integration
8
Email support
9
Help Desk CRM integration
10

Comments

More Reviews of Oracle Fusion Service

  1. Home
  2. Help Desk Software
  3. Oracle Fusion Service Reviews
  4. User Review of Oracle Fusion Service