Oracle Fusion Service and Microsoft Dynamics 365 Customer Service compete in the cloud-based customer service industry. Oracle's AI-powered functionalities and integration capabilities give it an edge in user engagement, while Microsoft Dynamics offers smooth integration with Microsoft products, allowing for real-time insights and customization.
Features: Oracle Fusion Service provides detailed knowledge base management, AI-powered functionalities, and omni-channel capabilities for user engagement. Microsoft Dynamics 365 Customer Service excels in seamless integration with existing Microsoft environments, offers powerful real-time insights through Power BI, and provides customization options to fit various business needs.
Room for Improvement: Oracle Fusion Service could strengthen its customization options for B2B markets and streamline business rule creation. Enhancing integration with older platforms would also be beneficial. Microsoft Dynamics 365 users seek improved scalability, fewer glitches, and more simplified integration processes for broader applications.
Ease of Deployment and Customer Service: Oracle Fusion Service offers multiple deployment models including public, private, and hybrid clouds and is praised for technical support despite occasional delays. Microsoft Dynamics 365 focuses on cloud-based installations with on-premise capabilities and provides solid customer service, though deployment processes could be more streamlined.
Pricing and ROI: Oracle Fusion Service is a premium option with high integration flexibility, delivering a strong ROI but considered expensive. Microsoft Dynamics 365 Customer Service is moderately priced, balancing cost with feature offerings and delivering ROI through enhanced customer experiences.
We are using local Microsoft partners, not Microsoft themselves.
Customer service varies as sometimes I receive a good response, and other times I need to escalate issues and involve engineers from Oracle in an OWC session.
Initially, we had ten ERPs, and I have added more since.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
Simpler integration capabilities.
When dealing with bulk data uploads via a BDI process, some records occasionally fail, requiring me to debug and reprocess them.
We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.
I think it's expensive, yet it does not pose a threat, making it costly for my enterprise.
It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
There are ERP connectors available for Oracle middleware, enabling seamless integration through a drag-and-drop interface.
There is also a focus on maintaining efficiency, and it is a significant time saver.
Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.
Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.
What are the key features of Microsoft Dynamics 365 Customer Service?In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.
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