A polyglot review of Oracle Service
August 24, 2021
A polyglot review of Oracle Service
Score 7 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Oracle Service (formerly Oracle Service Cloud)
Oracle Service is an omnichannel engagement center in the B2C space. My clients use Oracle Service for enhanced self-service by leveraging features like Oracle Knowledge and Oracle Knowledge Advanced. They also use it to enable features like chat, telephony, email, and incident management. Oracle B2C comes with a customer portal and a new browser-based agent interface that can perform omnichannel functions. It has also been integrated with the other CX products for having a better understanding of customers, facilitating a customer 360.
- Knowledgebase
- Chat
- Email
- Guided assistance
- Easy integration with telephony is needed.
- Integration into modern chat channels like WhatsApp and Line should be built-in out of the box.
- Oracle Service helped deflect phone calls to the call center, helping reduce the cost of manning and maintaining call centers.
- It provided customers with instant answers through a well-seeded knowledge base resulting in instant customer gratification.
- It helped us understand our customers better through surveys.
Oracle Service is the best fit for companies already using other Oracle products. Though Salesforce Service Cloud is equally good in most aspects, Oracle is once again an ecosystem of products like Oracle EBS where seamless integration is possible. Most of our clients were already Oracle shops and Oracle Service seemed to fit better into the ecosystem. Oracle Service seemed relatively cheaper for most of my clients.
Do you think Oracle Service delivers good value for the price?
Yes
Are you happy with Oracle Service's feature set?
No
Did Oracle Service live up to sales and marketing promises?
Yes
Did implementation of Oracle Service go as expected?
Yes
Would you buy Oracle Service again?
No