3.7 out of 5.0 (7 ratings)
6 Verified Reviews

Oracle Service Cloud

Product works well but vendor is difficult to work with.

Vendor technical support limited without PS contract. Costs are exorbitant. Product stable and well received by internal customers.

Oracle Service Cloud

Application works great, but support is lacking.

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

Oracle Service Cloud, Other...

The Highs and Lows of Oracle Customer Service

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.

Oracle Service Cloud

Easy to user product with a wide variety of functionality.

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.

Oracle Service Cloud, Oracle Siebel CRM Applications

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

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.

Oracle Siebel CRM Applications

Good product but integration troubles.

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