Oracle Fusion Service Reviews

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.

• 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!!