Oracle Fusion Service Reviews

• 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!!

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.

We are using a product for field force management. I'm head of ICT and we are partners with Oracle. 

The solution is stable and scalable with good technical support. 

Customization for customers could be improved. I'd like to see the ability to deploy custom code for customization.

I've been using this solution for three years. 

The solution is stable. 

The solution is scalable, we have around 200 users. 

Their technical support is quite good.

Positive

The initial setup was complex, but the team went through the training, so they were able to manage it. The goal of the system is to make the operations easy, but the setup is complex due to the nature of the processes.

Licensing costs are quite expensive. 

This product was purchased as part of other Oracle stack products the company uses from its communications stack. We decided to purchase a full end-to-end stack from Oracle for easier integration.

I rate the solution eight out of 10. 

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.

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.

• 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.

My clients mainly use this tool for Supplier Chain Management purposes, as it serves the needs of their supply chain management activities.

Previously, my clients used a smaller ERP system, not a major one. However, they have now transitioned to Oracle, which provides them with a more extensive range of options. Unlike before, it's now an integrated system that covers various aspects, including finance, supply chain management, and other functionalities. They have multiple scenarios to consider, such as warehouse management and international business operations managed from the UK. Additionally, they seem to have found a beneficial solution from Meraki to address their specific needs.

They seem to be addressing most issues effectively. However, one suggestion I have is to shorten the IT team's response time. When we submit an ASR or similar request, it takes a while to receive a response, and this can be seen as a drawback.

I have been working with Oracle Fusion Service for the past two years. 

It is a stable solution. 

It is a scalable solution. 

They are a little late to respond to queries.

Neutral

It is easy to install. It can take anywhere from a few days to a few weeks to install.

Those looking into this solution should consider it. They can decide based on the system's name. I'm quite confident in this recommendation and I would rate it a nine out of ten. 

• 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.