Oracle Service Cloudの評判・口コミ 全4件

What do you dislike?

The social aspects of the platform are difficult to sell into many valuable verticals, i.e. Pharma, Life Science, etc.

What do you like best?

The internal help platform allows company employees to answer one another's questions in a timely manner.

What do you dislike?

The training is a pretty steep curve for users. There are many features and it takes a little while to wrap your head around all the options.

What do you like best?

The variety of channels available to users at very few clicks grabs people where they are at. Users can pick from chat or emails if they haven't had their problems addressed at the FAQ level.

On the agent side, responses are easily designed on the fly or using standard text library or a quick search thru the Knowledge library.

On the administrative side - there are so many options available, it's important to have a clear business (and training) model planned out because there are at least 3 approaches to completing every project.

Recommendations to others considering the product

Join a community (Regional or industry level) so that you can connect with others using the product. Learn the logic of business rules and workspace rules.

Have someone on your team familiar with HTML, CSS and potentially even PHP so that the customer portal configurations are not intimidating.

What do you dislike?

Rightnow crashes on us on a bi-weekly basis. We have a team of roughly 30 support reps using the software. It's not that large of a department, but Oracle seems to have issues with it. We had less issues with other chat systems.

What do you like best?

I love the ability to post images and html through the chat window. This is helpful when communicating directions to customers.

Recommendations to others considering the product

Consider how many users will be utilizing the software. With 30+ reps, it can have issues, and many reps often have to restart their software in the middle of chatting with customers.

What do you dislike?

Accessing the database for advanced analytics is basically impossible. Other solutions make this much easier. That said, the out-of-the-box solution does offer a large catalog of reports.

What do you like best?

It requires relatively low maintenance effort as compared to other products such as BMC Remedy. It's very easy to customize and configure both the agent desktop and customer portal. Much of this can be done with little to no development knowledge.

Recommendations to others considering the product

Figure out your requirements then have a detailed discussion with the technical team at Oracle--not the sales team--to figure out if it will meet your needs.

What do you dislike?

Add ons sometimes do not function properly.

What do you like best?

Plenty of data given for reps, great for integration of multiple services..

What do you dislike?

Although Oracle allows our agents to complete many tasks within one application, the application runs extremely slow and often freezes, inhibiting workflow and reducing productivity.

What do you like best?

My favorite prat of oracle right now is that you can do so much with just one application. For us, we use it for live chats, email communications from clients, and just recently, our CRM phone system.

Recommendations to others considering the product

Although Oracle Service Cloud allows many tasks to be completed under one application, the application runs very slow and often inhibits productivity.

What do you dislike?

The main disadvantage is that there is no possibility to request for trial version as a normal person, but the company should satisfy some criteria to provide access to the trail version of service cloud.

The second one is the system become a little bit slow while you are accessing very large and complex data or workflows.

What do you like best?

Oracle RightNow CX, also known as service cloud is one the best tool available in CRM

its main advantage is its look and feel which is very similar to word and excel, that are widely used throughout the world.

the second is its ease of access and drag and drop functionalities which makes it easier to design.

Also, continuous additions in CRM tool(upgrade in versions) are extending the functionalities and improving the customer experience as well as agent performance.

Recommendations to others considering the product

If you have the perfect requirement that maps with the functionalities of service cloud, go for it.

What do you dislike?

Not super intuitive (seems like a developer module at times), but with some help from Oracle and third-party vendor, learning how to make it work.

What do you like best?

Oracle Service Cloud is a robust, sure to please chat platform with so many more capabilities, we haven't even scratched the surface! Think email marketing tied to chat tied to CRM with Knowledge base - and don't forget about their SmartAssistant VA/Chatbot technology down the road!

Recommendations to others considering the product

Partner with 3rd-party vendor for advanced implementation.

What do you dislike?

Constant reinstalling of the application

What do you like best?

The ability to solve customer issues in one platform is truly the amazing part, many other software's require you to be logged into several applications just to solve one issue.