About Oracle Service Cloud


Oracle CX for Service is a suite of customer service and support applications under the Oracle Cloud product line for customer experience (CX) management. 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 better understand customers and quickly address issues in whatever channel the customer is most comfortable with.

Oracle CX for Service also offers self-service capabilities, allowing businesses to brand and deploy support sites that offer guided assistance to relevant answers. When an agent is needed, help is a click away with chat, click-to-call and virtual assistance.

In addition, Oracle CX 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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

9 Reviews of Oracle Service Cloud

Average User Ratings

Overall

4.44 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(4)

4 stars

(5)

3 stars

(0)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-9 of 9 reviews

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March 2018

Daniel from SOAINT

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

March 2018

Oracle CX - Sales Cloud. Efficient product and easy to adapt.

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.

Pros

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.

Cons

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.

June 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

June 2018

Good tool for the administration of clients with potential sales.

Simple administration on the functional safety of users, easy creation of reports, and workspaces that allow agents to view incidents of reported cases.

Pros

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

Cons

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.

March 2019

Samuel from Self-employed

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Could not be happier with Oracle CX

Very positive, have loved every minute of working on Oracle CX.

Pros

Amazing powerful tool that makes CX and CRM management so simple and easy to use in any company of any size.

Cons

Daunting interface when you first launch Oracle, but you quickly overcome this.

December 2018

Perry from Panda Technology Group, Inc.

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

2.0

Functionality

5.0

December 2018

Lots it can do

Pros

Oracle CX is a great product for interacting with our customers, giving them a good face of our company. It has lots of reports and lots of powerful tools to use. It helps up deploy our new software to everyone seamlessly, and provides a good customer interface

Cons

It is really complex to use, customer support is pretty hard to understand and follow directions. They need better hand holding and better answers to the issues that my staff brings up.

October 2017

Deepak from Dilip Buildcon Ltd.

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

October 2017

Great experience

Great platform

Pros

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.

Cons

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.

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

April 2018

Excellent CX Software

Pros

It allows to connect customers interactions with brands easily not matter which channel the customer used to interact with the business.

Cons

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.

October 2018

amar from Getbooking.io

Company Size: 2-10 employees

Review Source: GetApp


October 2018

May 2018

Marta from Walmart eCommerce

Company Size: 1,001-5,000 employees

Review Source: GetApp


May 2018

April 2016

Javier from Oracle

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

April 2016