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crm-customer-engagement-center oracle All Markets > CRM Customer Engagement Center

Oracle

3.5 out of 5.0 (2 ratings)

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We have aggregated ratings data on Oracle but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Oracle Service Cloud,Oracle Siebel CRM Applications

    Siebel is a good consolidated system and works well to bring operations together.

    Overall Comment

    Roadmap of Siebel was not clear in 2014, with cloud CX push, I didn't feel reassured about longevity. Also, Cloud integrations need more handholding.

    What one piece of advice would you give other prospective customers?

    Define your cross-channel operations first , create a holistic view of Oracle service cloud and Siebel.

    What do you like most about the product or service?

    Flexibility and maturity

    What do you dislike most about the product?

    CRM - OBIEE user experience. Siebel UI is now improved with Open UI.

    What one thing do you wish the vendor did differently?

    Communicate Roadmap more frequently. Make upgrades easier for customers.

    If you could start over, what would your organization do differently?

    I would reduce data loads by migrating customer master to Siebel first. Business CRM training would be best before the implementation and requirements .

    Service & support - overall comment

    Sales and acount team is very engaged to help escalate support issues.


  • 3 out of 5.0, Reviewed

    Product(s): Oracle Siebel CRM Applications

    Good product but integration troubles.

    Overall Comment

    With the number of customizations made, the quality of the interfaces and operations were impacted.

    What one piece of advice would you give other prospective customers?

    Beware of too much customization especially in the pricing areas.

    What do you like most about the product or service?

    It was a good starting point for our business but ended up not being what we needed at the time.

    What do you dislike most about the product?

    The issues we had with pushing pricing to SAP served as a great hardship and impacted our business on multiple occasions.

    What one thing do you wish the vendor did differently?

    Cautioned us against customizations and the integrations with SAP.

    If you could start over, what would your organization do differently?

    We have since replaced this solution with a SaaS solution that interfaces with our sales solution as well as with our ERP system.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(2)
3.5

Timely and complete response to product questions

(2)
4.0

Pricing and contract flexibility (pricing and terms)

(2)
4.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(2)
3.0

How long did your deployment take?

12 months or more

6 - 9 months (<9)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(2)
3.5

Ease of integration using standard APIs and tools

(2)
3.0

Quality and availability of end-user training

(2)
4.0

Ease of deployment

(2)
3.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(2)
4.0

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(2)
4.0

Was the support package worth it?

Yes


Quality of technical support

(2)
4.0

Quality of peer user community

(2)
3.5
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(2)
4.0
Section
1

Additional Context

What was the nature of your involvement?

End User Support Manager

User Training

Analytics User

Application Lead

Business Analysts

Development/Integration

End User Computing Stakeholder

Functional Assessment

Implementation, Maintenance or other IT support

Vendor Management

Vendor/Product Selection


Why did you purchase the software or service?

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes

Improve customer relations/service


What were the key factors that drove your decision?

Breadth of services

Overall cost

Pre-existing relationships

Product functionality and performance

Product roadmap and future vision


In which region(s) did your deployment take place? Multiple responses allowed.

North America