Oracle Fusion Service Reviews

My client is a bank with a call center that receives customer complaints and routes those issues to different departments. They also have a service department that serves the other departments in the bank. Oracle Service Cloud has a Coral browser, which agents can use to log into the machine seamlessly rather than using the viewer or other solutions on the market. 

Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice.

Oracle changed the means by which users are created in the system. I would like this to be easier to implement.

I've worked with Oracle CRM Service Cloud for about two years.

Service Cloud has been stable so far. It's fairly new— only in the market for about three to five years. 

All Oracle products are top-notch when it comes to scalability and robustness.

I started deploying Microsoft Dynamic CRM in 2018 when it was just rudimentary. Now it's Microsoft Dynamics 365. I've also deployed other solutions, but those are CRMs focused on a small niche. They don't have a scope as large as Oracle's. Oracle has same engagement CRMs for banking, automotive, and extractive industries. Oracle draws on the fact that they have an extensive history with JD Edwards, and all of this experience has been put into Oracle CRM, so it is a more robust solution than other CRMs.

I rate Oracle Service Cloud 11 out of 10. I think this product is the future of the data because it's capable of centralizing all data into one single shop, giving you a quick 360 view of the customers. This is a peculiar feature of the Oracle CRM cloud, making it valuable for all types of businesses, whether it's banking, BFSI, automotive, or whatever enterprise solution. It is critical that you engage your customers from a 360 perspective.

We are using Oracle Service Cloud as our ERP for our back office.

Oracle Service Cloud could improve the integration for older platforms.

I have been using Oracle Service Cloud for approximately eight years.

Oracle Service Cloud is stable and agile.

The scalability of Oracle Service Cloud is good, and it is easy to do.

We have approximately 800 people using this solution in my organization.

The most important aspect of Oracle Service Cloud has been the support. We have a service manager and we are constantly contacting our specialist for help with many areas, such as networking, database, and applications. We always have the access to a specialist which is very important to us.

Positive

The setup of Oracle Service Cloud was easy.

I would recommend this solution to others.

I rate Oracle Service Cloud a ten out of ten.

This product is used to provide and kind of service that is related to customer support.

Everything is managed by Oracle, so they have security in place. We rely on the vendor for that.

Oracle has to work on the interface for this solution. The user experience has to be much better.

They have to work on integration with other systems.

I have been using Oracle Service Cloud for the past four years.

This is a stable product and I plan to continue providing it.

This is a scalable product, given that it is a cloud offering.

Technical support from Oracle is available if we have any issues.

This is a cloud offering so you don't have to install it.

This is definitely an expensive product compared to others on the market. There are no fees in addition to the subscription model.

I can recommend this product to people with the right budget.

I would rate this solution a six out of ten.

Steering our salesforce.

We had to manage the work of about 45 people in sales: 30 in retail, 15 in gastronomy. You need good IT skills to run the system well, and it's not lean to manage, though it's flexible and there are many possibilities for desired developments.

Managing the sales staff with optional and obligatory tasks works well. The system is flexible if you have the necessary know how.

It's not lean to manage.

We implemented Oracle Service Cloud for a building management company. They were very happy as their customers were able to call, chat and email their issues and these were closely monitored and were tracked regularly for resolution.

Being the platinum partner of Oracle, we did the implementation for this client thus making the system work beyond their expectations.

• Self-service through the customer portal
• Knowledge management
• Omni-channel through CoBrowse
• CTI
• Chat, etc.

Their mobile application for this product could be made more attractive as it currently has little functionalities.

Documenting call center customer interaction, transferring incidents between teams and the help desk chat.

• The OSC has been a great help, providing guides for agents, chat and help desk, surveys, etc.
• It's easy to document and work on customer cases.
• It has an amazing and very powerful reporting.

Love the power of reporting and dashboards. Also, I really like how easy it is to customize the OSC to fit most needs.

I think it is really good as it is but the chat routing could use some improvements. It is difficult to manage lots of queues since the agents can only have one profile.

• Omnichannel customer support for multiple clients. 
• The benefit of having ways to defer call volume like KBs and chat help reduces cost.

It allowed us to shorten the time to resolve issues and facilitate multiple concurrent avenues of contact for customers.

• With add-ins, customer portal, custom apps, and APIs, there isn't much you can't do.
• The ability to use chat and an ever-evolving knowledge base allows us to reduce the cost per contact.

• Social: The forums and cloud monitor are a bit clunky and frequently run into issues. The solution of upgrading to their SRM software does iron out much of the cloud monitor hangups, but the forums still feel like they are out of date.

• Billable session: If you have a large customer base hitting your knowledge base articles, the billable sessions can get expensive very quickly.

No.

No.

If you have a problem, you will always be able to get in touch with someone that can help. The support is top notch. They also are great at using client input to see where they can improve the product.

I have used other CRMs like SFDC, but this is by far my favorite and go-to solution for almost all applications.

Yes.

In-house.

Reduced cost of contact and reduced overhead.

• Knowledge management (KM)
• Call center
• Customer outreach and transactional processes

We are also starting to use OPA to build online interviews.

It has provided a faster turnaround time. We were able to automate a number of transactional tasks and return that extra time to taking care of customers.

• Incident management
• Workflow for transactions
• KM for general knowledge

The partnership we gained with Oracle has increased our rate of success. 

We built some custom code to make a few functions easier. Oracle needs to look at what the customers do and integrate them into the product.