Item: Oracle Fusion Service
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

We leverage the Oracle Service Cloud to provide world class multi-channel customer support.

Pros and Cons

Very easy to configure.
Knowledge Management
Process automation and workflows.

I would like more out-of-box analytics solutions for real time reporting.
Improve the chat experience on the end-user side.
Provide more predictive responses for the agents.

Return on Investment

It has allowed us to streamline our workflows and increased our throughput.
Improved our total Average Handle Time (AHT) by providing screen pops and customer information instantly.

Alternatives Considered

Sales Force, Pega, Dynamics, Zendesk

The ease of configurability and setup, and the business admin capabilities to manage workflows set Oracle Service Cloud apart.

It is the best solution for customer support. Very easy to scale and configurable by business admins. It allows the CS operation to work very efficiently in providing support. Integrations with our back end system was easy to set-up. Our agents now work out of one system for all their support needs with readily available information about the customer and actions to support.

My review of Oracle Service Cloud

Overall Satisfaction with Oracle Service Cloud

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Likelihood to Recommend

Oracle Fusion Service Feature Ratings