Oracle Fusion Service Reviews

My client is a bank with a call center that receives customer complaints and routes those issues to different departments. They also have a service department that serves the other departments in the bank. Oracle Service Cloud has a Coral browser, which agents can use to log into the machine seamlessly rather than using the viewer or other solutions on the market. 

Oracle Cloud Services integrates well. It has lots of APIs to integrate with other solutions, like the PBX we use from Cisco. The ability to integrate Siebel data with Cisco PBX was nice.

Oracle changed the means by which users are created in the system. I would like this to be easier to implement.

I've worked with Oracle CRM Service Cloud for about two years.

Service Cloud has been stable so far. It's fairly new— only in the market for about three to five years. 

All Oracle products are top-notch when it comes to scalability and robustness.

I started deploying Microsoft Dynamic CRM in 2018 when it was just rudimentary. Now it's Microsoft Dynamics 365. I've also deployed other solutions, but those are CRMs focused on a small niche. They don't have a scope as large as Oracle's. Oracle has same engagement CRMs for banking, automotive, and extractive industries. Oracle draws on the fact that they have an extensive history with JD Edwards, and all of this experience has been put into Oracle CRM, so it is a more robust solution than other CRMs.

I rate Oracle Service Cloud 11 out of 10. I think this product is the future of the data because it's capable of centralizing all data into one single shop, giving you a quick 360 view of the customers. This is a peculiar feature of the Oracle CRM cloud, making it valuable for all types of businesses, whether it's banking, BFSI, automotive, or whatever enterprise solution. It is critical that you engage your customers from a 360 perspective.

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.

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.

Well, all of the features are pretty great. We use it for incident management and FAQs. These are the features that are valuable to us.

We have streamlined our email process and allowed customer self-service to reduce phone calls.

Support is an area with room for improvement.

I have used it for eight years.

Unfortunately, there are times when it goes down, but we have never had an outage that has impacted us significantly.

We have not encountered any scalability issues.

My customer service team that I work with is great.

This one is tricky. Their tech support does need improvement, mostly around how long it takes to fix an issue.

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.

Basically, it is a suite built for providing services; the ability to connect to the customers is a highlight here by making use of all communication modes. A meaningful interaction with the customer in order to gather the utmost possible information to provide better solution makes the difference here.

Features including Chat, Co-Browse, SLA, Social Monitor, Knowledge Base, Smart Assistant, etc., are found most valuable.

67% of consumers turn to a company's social media site for customer service. Social Monitoring does a perfect job here (by social media integration with Oracle RightNow).

• Customization of the client's branding establishment instead of the default Oracle brand signs (example: logo in the login Screen)

I have used it for six months.

We have had no issues with the deployment.

It is an absolutely stable product with no issues.

It is definitely a scalable product.

Customer service is 9/10.

Technical support is 9/10.

This is my first experience working with a cloud CRM tool like Oracle RightNow.

Initial setup was completely straightforward. Required interface- and site-level modifications can be done easily in the cloud portal with the help of Configuration Assistant.

Customers who enjoy a great customer experience actually pay 30% more on average for that experience. Great knowledge gathering and continuous requests to provide prolonged service are the ROI.

The customer journey surrounds three experiences: "The Web Experience", "The Contact Centre Experience" and "The Social Experience". Oracle RightNow has given equal importance to these three, which overwhelmingly satisfies the customer.

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.