Oracle Fusion Service Reviews

Normally, we use the solution's SCM module and financial module to move from some domestic software to Oracle Labs.

Oracle Fusion Service is a GUI (graphical user interface) based solution. The solution is completely cloud-based and very easy to access from anywhere. It's not mandatory to have the installation on your machine or the physical presence isn't required. The most important thing is that it's implemented all across the world, and you don't need to make any specific arrangements for it.

Oracle Fusion Service needs to improve its documentation part because we do not have proper documentation. If somebody uses a user manual, they're not getting the right information. All the actual cases are not implemented into the tools that we have to implement. It would be better if we had more learning features available for the solution.

I have used Oracle Fusion Service for ten years.

Oracle Fusion Service is a stable solution. I rate Oracle Fusion Service a nine out of ten for stability.

Oracle Fusion Service is a scalable solution. Our clients are mostly enterprise businesses.

The solution’s technical support is good.

Positive

I also work with Workday. Oracle Fusion Service is better than Workday. Workday is very specific to SCM, while you can use Oracle Fusion Service across all the domains.

Oracle Fusion Service’s initial setup is easy.

Two to three people can easily deploy Oracle Fusion Service within a few hours.

Oracle Fusion Service is more expensive than Workday. Users have to pay a yearly licensing fee for Oracle Fusion Service.

It is easy to maintain the solution. The solution's maintenance depends on how big the implementation is. One or two people can easily maintain the solution for more than 1,000 employees.

Oracle Fusion Service is deployed on-cloud.

I would recommend Oracle Fusion Service to other users.

Overall, I rate Oracle Fusion Service a nine out of ten.

We use the product as an ERP for financial, HR, and procurement modules.

The product's most valuable feature is an efficient fusion of finance and HR modules.

The product is expensive. Oracle counts users for licensing purposes, regardless of their roles or usage patterns. This process could be better. It is challenging for industries with a large workforce, such as construction. Also, HR and payroll records charges based on the number of employees need improvement.

We have been using Oracle Fusion Service for three years. At present, we use its latest version.

I rate the product's stability a nine out of ten.

I rate the product's scalability a seven or eight out of ten. It does not support a few scalability aspects by default. However, it is a continuous developing process. We currently have less than 100 functional users and more than 5,000 self-service users. We plan to increase its usage further.

We receive support services from Oracle partners. They provide good support.

We are using NetSuite as well. In comparison, Oracle is more suitable for enterprises.

The implementation process is complex. Oracle's partner companies charge high for deploying the product. It can take months or a year to complete.

The product implementation requires an Oracle partner with prior knowledge of the process. Some projects take six months to complete, while some take less than a year. The deployment time depends on the consultant's process.

The product has average pricing.

Oracle Fusion Service is an excellent product. It enables best practices and standards in the industry by default. I advise others to understand the functionality well. It is not about licensing but selecting a good consultant who has previously delivered successful projects. It is a big challenge.

I rate it an eight out of ten.

One of the good features about this product is, like many other cloud technologies, this product is meant for services. It was built with a base of providing services to the customers by providing knowledge-base articles and not just through a phone channel. It's more of an omni-channel suite.

I've worked with a lot of customers with whom I've worked with these product and also with other service cloud products and it takes a lot of other products into the market. But I've seen customers being more happy when they get whatever they're looking for in terms of customer satisfaction by reaching out to the market on a quick deploy.

If they want to increase their agents count in terms of scalability or in terms of integration or extending the product features, making new innovative edits and all that, it brings these features home to the customer easily.

The product build works well when it comes to implementations and mass communications and media, but there's a lot of improvement needed for the B2B market. In the B2C market it works very well and in the B2B market it works well, but B2B requires more customization. There's area for improvement when you want to serve the B2B market.

I've worked with it for almost eight years.

We've had no issues with deployment.

It's definitely a very stable product. I work with customers who have more than 1,000 call center agents, so you can see how robust and stable this product is.

It's definitely scalable. We had a customer who initially rolled it out for just 5 users; they now have over 300 just by adding licenses.

They are knowledgeable in a certain way. They definitely are knowledgeable in terms of the product, but when it comes to implementing the product to a vertical industry, I think they lag a little behind on that. I don't expect them to be an expert in all the business areas because their job is to sell the product. Our job, people like me, is basically to implement for our customer and that's where non-Oracle expertise comes into the picture.

It's straightforward. Prior to working with Service Cloud, I'd seen implementation on other CRM product like Siebel or Clarify. Implementing a product like that involved huge investments for our organization. They had to have at least a couple of database administrators and then they had a couple of front end developers, couple of back end developers, and then they needed infrastructure. It was a huge investment when they wanted to build a CRM application or they wanted to migrate to another CRM application. In terms of the Oracle Service Cloud, some of our implementations have been completed in two weeks with just two developers.

There are small complexities involved in the setup when you want to add a lot of customized features specific to your industry vertical or you want to integrate with your back end application. In those scenarios, the implementation timeline increases, but still, if you compare to other implementations like Siebel or Clarify or any other CRMs, they take a lot of time. With those, implementation takes 7-8, but with the Oracle solution, it can take just a couple of weeks.

We use the solution to create work orders and service request updates. It is an integration between the field service cloud and the service cloud.

The product provides a chart functionality in its portal. It also enables us to share things with customers. The solution is easy to learn. We can easily adapt to the application. It is easy to integrate the solution with other tools. It provides a lot of REST APIs. We have used the OTBI reports. The reports have drag-and-drop features. Even customers can create reports easily. The tool is easy to use.

The vendor must provide a user-friendly mobile application. It must have a user-friendly interface.

I have been using the solution for the past three to four years.

We have more than 50 users in our organization.

The installation is easy. The product is cloud-based.

The tool is reasonably priced.

I will recommend the solution to others. Overall, I rate the product a nine out of ten.

• 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.

Our company helps clients with IT infrastructure services which include migration, implementation, and management of the solution. 

The solution changes the way clients work to make it easier and faster. 

Delivering the solution to clients can be quite complex and requires highly trained technicians with expertise. 

I have been using the solution for four years. 

The solution is stable. 

The solution is scalable. 

Technical support is very good. 

The initial setup is not complex. We typically utilize an architect and IT engineer to design functionality and then simulate the architecture before deployment. 

The deployment depends on the size and complexity of the project and definitely requires skilled technicians. Our typical clients have one hundred users. 

Our company implements the solution for our clients. When we deliver projects, we also train clients and offer ongoing technical support. 

Our company is a preferred partner and has a good relationship with the provider. 

The ROI for our clients is good and we assist them every step of the way to achieve their goals. 

Licensing fees are on the higher end and I rate them an eight out of ten. 

We work with clients to implement the best solution for cloud services in their environment. Clients tell us their needs and we recommend a solution to meet those needs. 

Clients might want solutions deployed in the cloud, at their own data centers, or using hybrids of both. Recently, we have seen a shift toward clients wanting to maximize their investment while reducing local costs so cloud environments are popular. 

We work with the solution as well as Azure, AWS, VMware, and Senegal. We deploy the solution in the Azure and AWS clouds. 

I rate the solution a seven out of ten. 

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.

• 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!!