Professional Integrators view of OSVC
March 22, 2019
Professional Integrators view of OSVC
Score 9 out of 10
Overall Satisfaction with Oracle Service Cloud
While we implement Oracle Service Cloud we also use it for tracking opportunities, projects, support request, and website requests. We use the portal side of OSVC to display our company website, display knowledge about our company and accept request from customers. The whole organization is using the tool and it provides our overall CRM solution.
- Oracle Service cloud handles incident management extremely well. It can accept requests from multiple channels. That includes email, website, phone, chat, SMS & some social.
- Oracle Service cloud provides a knowledge base that can be used by customers or by agents. It can move consumers to self service for most issues. It also has good feedback from customers and agents so that the knowledge can continue to be updated to push people to more self service.
- Oracle has a good consumer portal that can be used as a website or typically is used in conjunction with a main website as a contact center or help center site. This allows the contact center to manage both the knowledge and the request and the interactions with the customers.
- Oracle Service cloud is built to provide a turn key solution for CRM/Contact center with some minor configuration. But it also has the ability to be highly customized to meet any companies needs. Much of that work can be done via the configuration options already in the system. It also have a full set of SOAP and Rest APIs for integrating to other systems.
- Oracle Service Cloud needs a better built in integration with Oracle Social Cloud or it needs to build in more Social network capabilities.
- SMS is handle via a third party application but could be built in as part of the product.
- The knowledge foundation product needs a better way to handle multiple languages. Currently you have to purchase an additional interface for each language. You can purchase the more expensive Knowledge Advance which does have a better language feature.
- Web self-service
- Live chat
- Social media
- Field support
- Messaging platforms
Oracle Service Cloud can incorporate any channel into their systems. Email and web channels can be set up with automate responses and when combined with knowledge can actually handle incidents without an agents involvement. Chat has an additional product called Engagement Engine which can offer pro-active chat based on many different rules. SMS can be added with an additional product.
Knowledge Foundation is part of the product and provides a solid database to be share on a companies website to answer questions. There are many examples of the Oracle Service Cloud knowledge base in the market place. While a lot of companies use their own URL the main web address is custhelp.com. So if you do a search of custhelp.com you will see many of the knowledge bases that are out there.
- One of the main objectives of OSVC is to reduce agent processing time. I have seen this provide large amounts of ROI just by reducing a few clicks in the agents processes.
- If a companies will use the knowledge base for effective self service and pro-actively update their kb they will reduce the number of tickets that agents receive which should lead to a reduction in headcount.
Yes - I attend different user groups depending on the topics that need to be discussed. My main participation is on the Oracle Service Cloud community and I have been a community all star for the past three years.
Oracle Service Cloud is well suited for a business to consumer contact center. It can handle large volumes and millions of transactions. I have seen contact centers with 2000 agents but it can also work well for a small contact center with 10 to 50 agents. With integration with a VOIP phone system - additional automation can be incorporated in to the system. There are multiple ways to automate agent tasks to make handling an incoming incident as efficient as possible.