Oracle Service Cloud is a cloud-based customer experience management solution that provides functionalities for customer service and support. Key features include case management, guided resolution, contextual agent experience, desktop agent, customer engagement and configuration capabilities.It provides multichannel ticket management, which combines all customer service touchpoints—Web, social, mobile, contact center and field service. This enables customer service representatives to understand customers and address issues through different channels as per the customer.
Oracle Service Cloud also offers self-service capabilities, allowing businesses to brand and deploy support sites that offer guided assistance to relevant answers.
In addition, Oracle Service Cloud includes social media monitoring and analytics, so service reps can listen across multiple social media channels for service comments and potential issues. This enables them to route issues, respond and proactively engage customers via social channels.
Oracle Service Cloud is priced per seat that includes support via phone and chat.
Simple administration on the functional safety of users, easy creation of reports, and workspaces that allow agents to view incidents of reported cases.
Good ease of use at the console level, the creation of profiles and administration of user accounts is one of the main benefits of this oracle tool
This tool has little documentation in the market, in addition to functionalities that in other softwares turn out to be easier to perform, such as its syntax in its native code.
It allows to connect customers interactions with brands easily not matter which channel the customer used to interact with the business.
It doesn't let you customize so you end up using a lot of out of the box functions but it's really dificult when you need an specific function for your business.
Daniel from SOAINT
Employees number: 501-1,000 employees
Oracle CX - Sales Cloud. Manage a complete sales system, be it small, medium or large. The strength of Oracle CX-Sales Cloud is remarkable, since it has a pre-established configuration of the basic and intermediate aspects of the sales mechanism and the supply of services.
Oracle CX - Sales Cloud is a product that provides a great facility to establish a complete program of sales and CRM. Adapted to any company dedicated to the supply of services and sales, provides technical support to the efficient and quality user.
At the interface level, it provides a complete visualization of the components with a nice and intuitive design. Its cost is high, since it is a product of Oracle and for this and other reasons its cost is high, but it can still be acquired without a greater risk of loss of investment.
Oracle CX - Sales Cloud offers few options to modify; In turn, it does not allow access to more advanced configuration functions. It allows you to choose visual themes, the limit is that you can only choose the available ones. The internal CRM of Oracle CX - Sales Cloud does not allow managing a volume of detailed information, it simply provides tools for a segmented and generalized administration.
Deepak from Dilip Buildcon Ltd.
Employees number: 10,000+ employees
Real-time insight into employee information.
Supported more rapid HR decisions by gathering all the records into Oracle Human Capital Management Cloud.
Managed to increase process efficiency.
I feel it can be improved upon by giving more flexibility and customization to cater to organizations' needs.
Can focus on legal and statutory aspect at regional level.
Marta from Walmart eCommerce
Employees number: 1,001-5,000 employees
Javier from Oracle
Employees number: 10,000+ employees