3.9 out of 5 (14 Ratings)
Feb 13, 2017
Current accunt team has been extremely helpful in strategy and roadmapping.
Feb 7, 2017
The product is versatile and can do almost anything required. We have seen improvements across all KPIs since adopting Oracle Service Cloud. However, the product is also very complicated and we often run into technical walls while trying to implement new ideas or technologies. Getting proper support from Oracle when we run into these issues has been difficult, though they have been taking steps to improve on this front recently. Overall, we are satisfied with the basic product but frustrated with the difficulty of implementing additional features.
Feb 3, 2017
Relationships with our CSM's and sales consultants has worked well. I belive wee receive the right amount of attention. Oracle's understanding of how we use the product has been lacking but recently its improved.
Feb 2, 2017
Encountered a few problems at the start of the project but Oracle worked with to smooth these out. it hasn't been easy but we had a great team at Oracle that supported us.
Feb 1, 2017
Oracle was excellent with providing product insight and demonstrations to all levels of staff whilst in review stage of procurement. Oracle answered all questions and ensured that our requirements could be met by the solution.
Jan 25, 2017
Technology was easy to use and integration using out of the box adapters provided by Oracle. Access to Oracle experts helped us ramp up the implementation timeline.
Jan 18, 2017
We are just starting to use this product. So far it provides all of the functionalities that we need. The rollout was very smooth.
Dec 7, 2016
Vendor technical support limited without PS contract. Costs are exorbitant. Product stable and well received by internal customers.
Sep 21, 2016
Overall it's been good. Oracle needs help with their support site and how they provide assistance.
Sep 21, 2016
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.