Powerful customer service systems and contact center apps
April 12, 2021

Powerful customer service systems and contact center apps

Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Oracle Field Service Cloud (legacy)

Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)

[Oracle Service (formerly Oracle Service Cloud) allows for] one single platform with the power of customer service systems and contact center apps that facilitate web, social and customer contact center services in a single workspace so that the marketing and customer support teams doesn't need to invest in several other applications in order to be able to manage the support efforts.
  • We can access the best-in-class features for cross-channel contact center management amd field service management.
  • It provides a great way to mobilize agents and boost collaboration within the office which in turn improves the overall customer experience.
  • Automation of back of the office repetitive tasks leading to a faster way of addressing customer concerns.
  • The process of customizing the program and creating segments is complex and it takes some time to get used.
  • Updating users when the sytem is scheduled for maintenance
  • Users may need to have technical knowledge to use the features fully.
  • Automation of campaigns across different channels of communication gives us an overview of our efforts and further boost how we engage our customers
  • The email support help us reach a large number of customer within a short period of time simplifying customer support workflow
  • Attracting more leads and converting them to become potential customers
Integration with social media accounts is easy and provides insightful analytics delivering real-time, trusted and enriched data which we put to heavy use in supporting our customers and delivering excellent services to ensure customer satisfaction is achieved. The user interface is straightforward and I have found it to integrate well with several third party apps.
Oracle Service [(formerly Oracle Service Cloud)] is well suited for cross-channel contact center service which includes live chats, virtual assistants, email support and case management. It has a social tool that keeps tabs on your customer interactions within your social media platforms and your website. You can provide your customers with a knowledge base for self-service with information that they need by posting content and resources.

Oracle Fusion Service Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration