The most valuable features of Oracle Fusion Service include seamless integration with other solutions, such as the Cisco PBX, through numerous APIs. It also allows for the integration of Siebel data with Cisco PBX, which is highly appreciated.
The solution is stable and scalable, with reliable technical support. Additionally, it enhances clients' work processes, making them more efficient and faster.
Users find it challenging to create new accounts in Oracle Fusion Service and suggest simplifying the process. They also express a desire for enhanced customization options, including the ability to deploy custom code.
The delivery of the solution to clients is complex and requires highly skilled technicians. Additionally, users recommend improving the integration of Oracle Service Cloud with older platforms.
Users have had a good return on investment.
The pricing and licensing for Oracle Fusion Service are considered to be costly, with fees on the higher end.
The primary use case of Oracle Fusion Service is to serve as an ERP solution for a bank's call center and service department. It allows agents to seamlessly log into the system using a Coral browser, streamlining the process of receiving and routing customer complaints.
Additionally, the product is used for field force management and is implemented and managed by the company's ICT department, which provides IT infrastructure services to clients.
Customers have expressed satisfaction with the technical support provided by Oracle Fusion Service. They appreciate having access to a service manager and specialist who can assist with various areas such as networking, database, and applications. The availability of a specialist is particularly important to them.
The user feedback regarding the duration required to establish a new tech solution suggests that the initial setup of Oracle Fusion Service can be complex, but manageable with proper training. The goal of the system is to simplify operations, however, the setup complexity is due to the nature of the processes involved.
The setup process typically involves designing functionality with an architect and IT engineer, followed by simulating the architecture before deployment.
The deployment timeframe depends on the size and complexity of the project and requires skilled technicians.
Oracle Fusion Service is highly regarded for its scalability and robustness. The scalability of Oracle Service Cloud is particularly praised, as it is easy to manage and accommodate a growing user base.
Oracle Fusion Service is considered stable and reliable by users.
Oracle Fusion Service was previously known as Oracle Service Cloud, Oracle RightNow.
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