Item: Oracle Fusion Service
Rating: 10
Author: Elizabeth Cassidy

Use Cases and Deployment Scope

[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.

Pros and Cons

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.

Return on Investment

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

Ease of Integration

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.

Other Software Used

Dropbox Business, Skype for Business (formerly Lync)

Likelihood to Recommend

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.

Powerful customer service systems and contact center apps

Software Version

Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)