3.8 out of 5 (30 Ratings)

28 Verified Reviews

Oracle Service Cloud

Out of the box functionality is good but customisation is not straightforward.

Oracle Service Cloud (Right Now) is a good robust CRM which is good out of the box for the provision of Service Automation. It's a great drawback, in the absence of the use of the workflow module, that the complexity involved in configuring business rules to setup queues in the system is surprisingly complex.

Oracle Service Cloud

Implementation was a bit cumbersome if you have integrations needed

Support for the Service had been hit or miss. For a Service product, it has been underwhelming what level of support Oracle has been providing. We mostly had to figure out issues on our own for most cases.

Oracle Service Cloud

Great system, if you understand exactly what you are buying.

The system is stable and we have been able to overcome some obstacles with our implementation. We are hopeful that we will see the full potential of the system as sold. Our support experience has been mostly satsifactory, with a few exceptions.

Oracle Service Cloud

Solid Customer Tool and Service, data integration needs work.

The Customer Service functionality is excellent. Our agents were able to adopt to the new application without missing a beat. Multichannel integration and knowledge management are solid. Data integration to our external warehouse continues to be a challenge which hinders out reporting and BI capabilities.

Oracle Siebel CRM Applications

Oracle CRM review

Platform is doable but we've overcustomerized it and it's difficult to update now

Oracle Siebel CRM Applications

Tool selection was made based on $ rather than understanding other CRM capabilities

Product capabilities are limited compared to other tools. We will be replacing the system soon with a tool that has more capabiities and self service.

Oracle Siebel CRM Applications

Implementation more complex than expected. Full ROI challenging.

The oveall complexity of the platform was greater than expected. Setting business rules, new processes and standardization across the users was difficult. After many years, we still have not engaged all the functionality. Still, the basics help us to improve emarketing and integrate into other systems more.

Oracle Service Cloud

Great Saas Software That Is Maturing Nicely

Great Saas software that is matuaring nicely - same old challenges with Oracle

Oracle Siebel CRM Applications

Successful Global Implementation & Adoption

Oracle provided skilled consultants that knew the product well and learned our environment needs quickly.

Oracle Service Cloud

Integrating 'out of the box' solutions was difficult, every new deployment is hard

Key contacts are very suportive and attentive, however there are some difficult things to navigate in the system and it can be difficult to get support because official training is expensive, the user guide is too big and unusable and everything is charged at an hourly rate in addition to the orginal investment.