Product with a lot to offer for CX-Service needs
Updated July 29, 2021
Product with a lot to offer for CX-Service needs
Score 8 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)
As a consultant, I have implemented Oracle Service for different clients from different domains to fulfill their customer service requirements.
Pros
- Very extensive reporting feature
- BUI is very agent friendly and easy to use
- Customer Portal is customizable to a huge extent
- Business rules, extensions, configuration helps the user to customize application to any extent
- Readily available REST and SOAP API
Cons
- Customer portal is still working on old YUI
- SLAs need more improvement
- Customer portal standard search widget needs improvement
- Ticket response time improved
- Self help service improved
- Customer satisfaction improved
Do you think Oracle Service delivers good value for the price?
Yes
Are you happy with Oracle Service's feature set?
Yes
Did Oracle Service live up to sales and marketing promises?
No
Did implementation of Oracle Service go as expected?
Yes
Would you buy Oracle Service again?
Yes
Comments
Please log in to join the conversation