Make your representatives skilled interviewers!
Zachary Heitling | TrustRadius Reviewer
December 21, 2018

Make your representatives skilled interviewers!

Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
  • Web self-service
  • Telephony
The majority of our support opportunities come from inbound and outbound telephone only.
We have not achieved this benefit using OSC. We employ other solutions for this need.
  • 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.
Oracle Service Cloud is optimized for:
  • Helpdesk Ticketing
  • Call Center Environments
  • Customer Patient Interview processes

Oracle CX Service (formerly Oracle Service Cloud) Feature Ratings

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