Dynamic and strong - needs expertise.
March 21, 2019

Dynamic and strong - needs expertise.

Sky Dagan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Oracle Service Cloud

Oracle Service Cloud is being used on all operational departments for both customer communication on multiple channels and internal task management.
The system also handles the knowledge base:
-The end users are exposed to self service on our OSvC powered customer portal .
-Our agents are using an internal interface to follow our guides and get the correct answer for the customer.

Pros

  • Customization - super extensible and built for integration.
  • Business Rules - very robust business rules module
  • Reporting - a great analytics module

Cons

  • Should improve the out of the box look and feel for the customer portal - this would make the platform relevant for small companies as well.
  • The agent webui is not ready with the features that the .NET consoles already have for years.
  • External widgets to embed outside of the customer portal are not the best on the market - but they are being improved
  • Assisting us in emerging markets by multilingual support and integration with platforms that are native for these markets
  • The self service reduced some of the issues by 70% (meaning that only 30% of the customers contact us for more assistance)
  • The SLA imrpoved by days for a lot of issues
OSvC is much more dynamic but less ready out of the box
OSvC would fit large customer care operations that want to automate as much things as possible and are willing to invest in gaining the knowledge and expertise.
I wouldn't recommend the platform for small companies that would want a simple out of the box solution.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
8
Expert directory
5
ITSM collaboration and documentation
7
Ticket creation and submission
8
Ticket response
8
External knowledge base
8
Internal knowledge base
8
Customer portal
6
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
8

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