3.8 out of 5 (22 Ratings)
Apr 21, 2017
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.
Mar 15, 2017
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.
Mar 6, 2017
Platform is doable but we've overcustomerized it and it's difficult to update now
Feb 27, 2017
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.
Feb 22, 2017
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.
Feb 21, 2017
Great Saas software that is matuaring nicely - same old challenges with Oracle
Feb 21, 2017
Oracle provided skilled consultants that knew the product well and learned our environment needs quickly.
Feb 20, 2017
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.
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.