Oracle Service Cloud is a cloud-based omni-channel customer service solution that enables customer service organizations to provide intelligent and personalized support via web self-service, phone, email, chat and social channels.
Service Cloud offers key features which provide agents with a 360-degree view of the customer experience on a single platform.
With case management tools, agents can resolve cases faster with one unified desktop.
Agent desktop provides agents with relevant context of the customer, previous interactions, and effectively guides agents to resolution through knowledge, scripts, and workflows to ensure productivity and consistency.
Oracle Service Cloud Web Digital Service offers self-service capabilities, allowing businesses to brand and deploy support sites that offer guided assistance to relevant answers. With CoBrowse agents can navigate web pages collaboratively with customers and in a secure manner.
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