Oracle Fusion Service Reviews

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to their SRM software does iron out much of the cloud monitor hangups, but the forums still feel like they are out of date.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.

• Integrated survey tools and reporting: wide selection of included reports and ability to customize

Logging all channel interaction in the same place gives us the ability to better determine FCR.

Ability to export records for archiving, or to query the DB directly.

I have used it for Three years.

We have encountered very few deployment issues. We have had two instances of incomplete or incorrect clones. These have been remedied by requesting that the clones be created again.

The data pod was initially overloaded, which caused issues with chat server stability, but a pod move fixed this.

We have not encountered any scalability issues; we are expanding its use to other divisions.

Customer service is very good. However, Oracle has been "restructuring" so we have had high turnover of Sales and CSMs on our account.

Technical support is very good, especially once you learn the right language to get your requests heard.

We previously used a different solution. We switched because we needed to be able to offer omni-channel support and integrated knowledge.

Initial setup was complex because we needed extensive integrations with an outside system. The admin setup is straightforward.

A vendor team implemented it, in coordination with in-house SMEs; 9+ out of 10 for the vendor.

• Channel migration
• Improved loyalty for better CX
• Integrated KPI reporting

We underestimated how many seats we would use, because more teams requested access.

Being active on their forums is very helpful to innovating and problem solving.

• Reporting
• Knowledge-base
• Incident management
• Chat
• Co-browse
• Smart Assistant
• Workflows

Utilizing workflows allows for providing the right screens for agents to complete on a ticket where only the necessary data is exposed and automation can be built into the workflow resulting in potential less clicks for agents.

When answer links are embedded within the ticket message threads, agents are taken to the customer portal; the development team should identify another option. Also, SMS should be built into the product without having to use a third-party application.

I have been using it since Nov 2009.

On a few occasions, we encountered deployment issues, but Oracle Service Cloud support was always able to provide a workaround if a bug/defect was identified.

We have not encountered any stability issues.

We have not encountered any scalability issues.

The Oracle Support team finds solutions; I would give them a 7 out of 10.

Technical support is an 8 out of 10.

We did not previously use a different solution.

Initial setup currently is a bit complex, just due to the multiple locations to log in to determine where the instance is located.

We are a vendor.

Before choosing this product, we did not evaluate other options.

This is an excellent product. The development team at Oracle is constantly creating new better versions. This product is an excellent application for customer service - dynamic knowledge management, ticket management, robust analytics and can be administered by a business analyst!!

The knowledge base: The ability for a non-technical user to create business content that becomes end-user facing has been the easiest item to allow customers to get their answers fast and still have access to business-published data. Because it requires a non-technical personal to publish, the time to market for the content is rapid, and the end-users are able to see immediately any quick answers they may be searching for.

The routing of incidents/cases: The tool provides a very robust routing tool that a manager-level person can adjust at will based on the changing service needs. Because cases/incidents come from many sources, the tool has de-coupled the creation of the case and the routing of the case to the proper person/group. Depending on business, it is easy to route based on product line and translate to skill set the agents have who work the cases/incidents.

I started using this solution back in 2006/2007.  At that time, I was a help desk agent, and used it to communicate with all my end users and track the problems they encountered with technology.

The biggest deployment concern I run into is that the primary agent console requires a combination of Internet Explorer, Microsoft Windows, and .NET.

After seeing the tools' capabilities, it is visible why the requirements are as they are. You have an app that has the potential to be "customized", if you choose to.  And most of us eventually choose to customize the app and enjoy the benefits of integrated ERPs, transactional tracing, etc...

It should be noted the future of the product is removing these requirements.

This product is one of the more stable cloud products I have come across on the cloud. Maintenance windows are scheduled; however, they rarely take the site down for more than 30 seconds in a 180-day period. The few major outages I did encounter were resolved in about 5 minutes and full communication was shared with me and the other stakeholders from the Oracle team as issues occurred.

The few gotchyas in the initial setup are fairly easy to work thru with an experienced implementer who has encountered the problem.  

When I initially set this up as a customer I had previously learned that you can build big complex lists and choices for users to select from. However, users get overwhelmed and end up choosing "other" just to allow the screen to move forward. Lesson learned: Keep it simple.

I originally started using RightNow as an email management and knowledge management system, though the true value is providing a 360-degree view of the end users though all channels and base marketing.

When I initially started using it, it was for a travel company at the same time as bad weather closed the major airports in the south of England. Instead of a spike in calls and AHT, the call levels were consistent with trends, as the accurate and up-to-date info on the knowledge base deflected the calls.

I have been working with OSvC since 2004 and in that
time, I have submitted several enhancement requests (Ideas Lab), of
functionality that was severely lacking and would seem logical for the
use of Service cloud.

Some of the examples are with the Knowledgebase which is what the
Original RightNow was designed for, though a lot of the enhancement
requests and now being developed as a part of the Knowledge Advanced
proposition, which is sold in addition to the OSvC functionality.

Other examples of enhancements are like the "Currency" and "Hierarchy
Menu/MultiSelect Menu" as Custom Fields which have not been developed (I
personally submitted an Ideas Lab request for the currency back in 2007)

The AUP program is an excellent idea and is in line with the cloud
pricing/subscription models in the market place though it is more the
content of the upgrades that need improvement.

Upgrade and development process: There are some aspects which have been requested for years but are slow to take into the development path (or are included in an "Advanced" version of the system).

I have been using Service Cloud and RightNow since 2002.

As with all system upgrades, there have been a couple of bugs, but never a major issue.

There have been a couple of very minor outages which are proactively managed. I have never had a complete system outage.

We have not encountered any scalability issues. I have used this from a small implementation of 5 users to a full-blown implementation across 11 countries.

Customer service is very good.

Technical support is very good.

In the past, I have used KANA (pre-2002) & CosmoCall.

The initial setup was a bit complex, not due to the system but down to the business. Other implementations I have worked on have been very efficient and simple.

Initial implementation was with the assistance of RightNow. For subsequent implementations, I was an Oracle Partner implementing the solutions for clients.

ROI is unmeasured.

Named-user licences are cheaper, though a concurrent licence will be more appropriate if you have a large number of users who log in on a shift pattern or infrequently.

Pretty much the entire suite is valuable. The Knowledge Foundation and Advanced are best in breed with NLP technology. Proactive chat and customer portal are also extremely valuable to any service organization.

Our managed services group uses it to support our customers enabling us to maintain SLAs and surpass them. Scheduled Analytics reports help us to make sure we are staffed correctly based on trending volume of incidents.

The agent browser UI is quickly scaling, so I will be very excited when I can recommend it to everyone. Other areas where I'd love to see enhancements are outreach, feedback and business rules. I have heard there are some changes in the works though.

Regarding business rules the UI and the way you construct them has not changed in many years. This part of the administration is not as intuitive of some of the other areas. The Outreach piece which controls the Service Marketing activities has not had any new features in some time but this is likely because the tool is not meant for mature marketing organizations in that respect. A solution like Oracle Marketing Cloud (Eloqua ) would be a better suited for pure Marketing type activities.

It feels like only yesterday, but it's been about a decade.

We have not encountered any deployment issues in recent versions. Any issues we experienced were several years ago

We have not encountered any stability issues.

We have not encountered any scalability issues; this is an enterprise application.

Customer service is fair. I have seen improvements in response time over the past year. Customer success managers are a valuable asset that can be leveraged if you do need assistance navigating the customer support landscape.

Many of the technicians have a deep level of knowledge.

Initial setup was straightforward and implementation can be done in weeks vs years.

Make sure you know what you are licensed for and take advantage of all the features and functionality available with your license.

Well, all of the features are pretty great. We use it for incident management and FAQs. These are the features that are valuable to us.

We have streamlined our email process and allowed customer self-service to reduce phone calls.

Support is an area with room for improvement.

I have used it for eight years.

Unfortunately, there are times when it goes down, but we have never had an outage that has impacted us significantly.

We have not encountered any scalability issues.

My customer service team that I work with is great.

This one is tricky. Their tech support does need improvement, mostly around how long it takes to fix an issue.