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