Overall Satisfaction with Oracle Service Cloud
Oracle Service Cloud is being used as an end-user support tool in the technical support department at our company. It allows technicians to more easily connect with our patients, address their concerns, route date to R&D and even ship replacement product if needed.
- OSC allows for an in-depth interview process which enhances patient satisfaction.
- OSC follows a logical flow to lead the technician to an appropriate diagnosis and allows for customer diagnostics should the need arise.
- OSC has the ability to draw from other integrated systems for information that we may need to facilitate quick, efficient call control.
- OSC advises users with easy to read dialog boxes and other activity information.
- OSC relies heavily on network information for travel which can at times be inconvenient.
- OSC integration with third-party products is a bit iffy when compared to other solutions.
- OSC required a lot of third-party custom code at the beginning of our implementation.
- Reduces the average time it takes to document customer concerns.
- Decreases the learning curve that can come when new agents learn software.
- Reliably provides a consistent experience across the department.