Oracle Service Cloudの評判・口コミ 全4件

What do you dislike?

The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available. You are frequently reminded that you are playing in Oracle's world and there are deficiencies in the product that cannot be solved by an admin.

What do you like best?

Advanced reporting features and the ability to quickly create workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part.

Recommendations to others considering the product

There are many consultants out there that can help with best practices and you will need them for anything very complicated. There is little to no support from Oracle in setting up new features, but they will assist you if something in the product breaks. There is a lot of documentation on their site that is very helpful, but only shows a basic implementation. Get multiple test sites so that you can try out different things and clone from your production site regularly.

What do you dislike?

The ability to influence changes in the product is hard. There is lots of solicitation for product feedback, but very few suggestions make it into the product. The smaller suggestions, that could make an admins life easier are rarely entertained or implemented. Larger scale suggestions wind up in the product and are either an upcharge or overcomplicated and don't feel natural to the product.

What do you like best?

We appreciate the ability to point and click and make really complicated changes fast and easy. We no longer need a large team of developers to make things happen. A small team of power users is all that's needed to keep the application working. Admins are able to make changes and iterate on them to optimize them to make a great customer and agent experience.

Recommendations to others considering the product

Talk to other customers in your line of business. Ask them what they did right and wrong. There are lots of areas where you can go wrong and leanings can be expensive. Spend the time getting your licensing right.

What do you dislike?

Agent desktop - this could be a little "prettier" out of the box. I think they have made strides with the browser user interface but we aren't using it yet. The process of modifying and editing workspaces does feel a little outdated.

Chat (customer facing side) - this is another area that seems a little outdated from a look and feel perspective. It would be great if they could make chat persistent so it followed you from page to page rather than having a separate pop-up window. It works, but it could be improved upon.

Answer versioning - the latest version is already rolling this out so this one will be resolved next time we upgrade! Previously it required the purchase of Knowledge Advanced, so I am thrilled to learn it's a native part of the product now.

What do you like best?

Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on.

Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc.

Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems.

Recommendations to others considering the product

For customer service, Oracle Service Cloud is a no brainer. It is perfect for multi-channel customer support.

For a sales team, the opportunity management module will work for basic sales scenarios, but if you have a complex sales/quoting process or want to focus on lead management, Oracle CPQ or Oracle Sales Cloud is probably a better fit.

What do you dislike?

There are still some limitations like for example, not every table can be used on CP

What do you like best?

The flexibility of the OSC and the ability to fit almost everyone needs is amazing

What do you dislike?

The Browser UI is the new web based UI and all development is going there. This means that currently you need to switch back and forth between the two when your Agents use the BUI, since most Administration is done in the console.

What do you like best?

OSvC is one of the most flexible systems one can use. Building complex DB setups, with accompanying work spaces and flows can be easily done through the UI. Since it does not oversimplify things for the Administrator, you keep all the power to build the system you like, unlike other systems, which are easier to setup at first but have the tendency to limit your possibilities at a later stage.

Recommendations to others considering the product

Don't pick the system that looks so easy and fast to implement. Carefully look at the long run and the flexibility the system provides. OSvC is one of the best at being scalable and high performing.

What do you dislike?

Need to include more advanced reporting options

What do you like best?

Ease of use for end users; ability to track

What do you dislike?

There are certain limitations that CX has. We have so many different departments that require customization. We would like to see the capability for marketing, specifically targeted messaging to include alternative email addresses when emails are delivered to customers.

What do you like best?

The integration that is available, we have our database connected to OSC. The product allows users to submit tickets. US Air Force members will utilize online applications on various topics that affect thier careers. Our mission is to provide our users, the warfighters prompt service, so they can go and perform their missions.

What do you dislike?

I am not a fan for their 'Billable Session' concept.

What do you like best?

It has built-in features which enabled us to deploy with less customization required. I am also a fan of Engagement Engine. We are able to create rules which allowed us to control when to display our support icons.

Recommendations to others considering the product

Make sure you relate to your sales/ account representative your main objective - trust that they will provide you the right recommendations.

What do you dislike?

The .Net install based version of OSVC crashes pretty regularly if you integrate multiple third party tools such as phone and text support. It also seems to be pretty heavy (PCs with 8GB of ram and third party integrations are OK but 16+ gb of ram is better). This is an unfortunate frustration for our support reps. OSVC also offers a cloud based console as well that is more stable but does not offer all of the same features as the install based version.

What do you like best?

Oracle Service Cloud offers an incredibly powerful Knowledge base that transitions customers seamlessly from self-service to support while offering incident deflection widgets to present help content. The robust webdav style support site makes creating custom widgets and pages easy with a bit of HTML, CSS, and Javascript know how. The basics are easy enough to set up a simple knowledge base but the ability to add your own HTML and Javascript really sets Oracle Service Cloud apart from other Knowledge management tools I have used in the past.

Recommendations to others considering the product

Embarking on OSVC is a journey that takes time and patience but is well worth it. I would recommend having at least 1 person on staff with HTML/CSS/Javascript experience to really get the most out of Oracle's advanced features. This is a powerful, well rounded tool, but I would not call it simple or easy to set up at first. A great implementation team such as Amberleaf is a MUST in my opinion.