Oracle Service Cloud-Pros and Cons

General Information

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud delivers measurable business impacts across all industries. This flexible and scalable platform includes:

Some of dynamic feature are Web Customer Service, powered by a customer portal, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. Oracle Service Cloud has Cross-Channel Contact Center, customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, field Service Management (Formerly TOA Technologies)

Oracle Service Cloud also have OPA automates decisions and delivers personalized experiences

Newer Innovations in the Oracle Service Cloud

Some of the innovative features Oracle Service Cloud has are syndicated widget framework, Oracle Policy Automation, ablility to integrate our custom design with OSvC and track documentation projects

The feature like social media moderation tools, great syndicated widgets, predefined communication emails and scripts to communicate and option of 30 different languages are best.

Why we use Oracle Service Cloud?
The pointers that make Oracle a Must-Have tool are that it helps you create tasks and manage them, you can create Opportunities and assign various fields to them, its contacts database is excellent.
You can easily retrieve data from the CRM and can customize your dashboard as per your requirements. It is an excellent tool with which can prepare surveys and polls with the Service Cloud. The dashboard is an intelligent platform with graphs and predictions.
The constant release of upgrades and improvements keeps the solution relevent and useful

Industry Positive Comments

Customer are using the tool because it has great tool to track the engagement, advanced reporting features, it’s helpful for sending emails, easily find your unread messages and good for multi-language implementations

Needs Improvement

Some of the customers expect improvement as it is bit dull in its outlook, cloud monitor are a bit clunky. It has less out of box features, constant hickups with admin console and OSVC crashes pretty regularly.

Similar Products in the Industry

Some of the similar search products in the industry are Live Chat, Live Agent, Fresh desk, Zendesk Chat, Live Zilla, Salesforce Service Cloud, UJET, Zoho Desk Genesys Pure Connect, Intercom and Pure Chat