Loading product reviews...

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

Oracle

3.8 out of 5.0 (6 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
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

    Application works great, but support is lacking.

    Overall Comment

    Overall it's been good. Oracle needs help with their support site and how they provide assistance.

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

    Not work with Oracle's suggested 3rd party vendor and research more ourselves.

    Service & support - overall comment

    They are slow to respond and difficult to work with


  • 4 out of 5.0, Reviewed

    Product(s): Oracle Service Cloud, Other...

    The Highs and Lows of Oracle Customer Service

    Overall Comment

    The transition from RightNow to Oracle has been rocky, with a few issues with sales/service over the 2011-2013 time period. Over the past two years, Oracle has worked to restart old relationships, and to rebuild our loyalty to the brand. The addition of a CX Conference has also proven beneficial to our organization. Overall, we are in a good place with Oracle Service Cloud, which should help to sell other groups within our company on the product.

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

    You do not need to eat the whole elephant in one sitting. Oracle has applications to meet any need an organization may have.Just map multiple levels of processes and needs in order to find what you need, versus want and can afford at any given time.

    What do you like most about the product or service?

    I like the free upgrades and product support.

    What do you dislike most about the product?

    Nothing at this time, most issues are with the back office.

    What one thing do you wish the vendor did differently?

    I would like to see a bigger focus on just CX. I also do not like the recent change to charging for Oracle User Groups. It is a small thing, but it is the kind of nickel and dimming that can become a big annoyance.

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

    We were brought into the Oracle family kicking and screaming. On occasion leading revolts on social, (LinkedIn), against the change in culture though Oracles acquisition of RightNow. I think we would only do more to raise an even greater stink. I think the biggest lesson hopefully learned by Oracle at the time was to use their own tech to track negative engagement online.

    Service & support - overall comment

    service-support-overall-comments

    Integration & Deployment - Overall comment

    Easy process that we are able to manage with zero support from our IT group.


  • 4 out of 5.0, Reviewed

    Product(s): Oracle Service Cloud

    Easy to user product with a wide variety of functionality.

    Overall Comment

    The product provides a broad depth of features out of the box. It is very customizable to be able to meet our specific customer needs. The capabilities of knowledge, chat and incident are great. Oracle provides excellent support to be able to understand how to best use the product. The user interface is customizable to a certain extent, but only within the confines of the .net application framework, so sometimes it is difficult to customize.

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

    Spend the time up front to customize the product how you need it and make sure that you customize to work with your business processes.

    What do you like most about the product or service?

    It is easy to use and has a wide variety of features to better serve my customers.

    What do you dislike most about the product?

    There are some limitations in the amount of data that can be stored and accessed quickly via the reporting functions.

    What one thing do you wish the vendor did differently?

    Provide better analytics and support when things don't work as expected. Sometimes the product doesn't work the way I would expect it and I am told that it is just a limitation of the way the product works. I would like to have a workaround or solution to the issues that I face.

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

    Focus on the data structure and processes for creating records in the system and create a better integration between the OSvC and our internal system.

    Service & support - overall comment

    Service and support is easy to access and quick to respond.


  • 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

(5)
3.8

Timely and complete response to product questions

(6)
4.3

Pricing and contract flexibility (pricing and terms)

(4)
4.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(6)
4.2

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

12 months or more

6 - 9 months (<9)


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

(6)
4.0

Ease of integration using standard APIs and tools

(4)
3.8

Quality and availability of end-user training

(5)
4.4

Ease of deployment

(5)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(6)
4.0

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(5)
3.8

Was the support package worth it?

Yes


Quality of technical support

(5)
4.0

Quality of peer user community

(5)
3.6
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(6)
4.0
Section
1

Additional Context

What was the nature of your involvement? Multiple responses allowed.

End User Support Manager

User Training

Application Lead

Implementation, Maintenance or other IT support

System Administrator

Vendor/Product Selection

Analytics User

Business Analyst

Data Steward

Development/Integration

End User Computing Stakeholder

Functional Assessment

Vendor Management

Analytics Team Leader

Business Analysts


Why did you purchase the software or service? Multiple responses allowed.

Improve customer relations/service

Create internal/operational efficiencies

Improve business process outcomes

Improve business process agility

Cost management

Drive innovation

Improve compliance & risk management

Reduce time to market

Other...


What were the key factors that drove your decision? Multiple responses allowed.

Overall cost

Product functionality and performance

Breadth of services

Pre-existing relationships

Product roadmap and future vision

Strong customer focus

Strong services expertise

Strong user community


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

North America