Oracle Service Cloud Review

Oracle Service Cloud OUR SCORE 78%
starting price $90
our score 78%
free trial
  1. What is Oracle Service Cloud
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is Oracle Service Cloud?

Businesses looking to streamline their customer support efforts can look to Oracle Service Cloud for an answer. This enterprise-grade software solution is a platform that conveniently combines customer service systems and contact center applications. It is a single hub that offers an all-inclusive set of tools that simplifies support efforts and discards the need to invest in multiple applications. Users can perform web, social, and contact center customer services in one place. With Oracle’s acquisition of RightNow Technologies in 2011, a number of their products are now offered through this platform. Among the applications on offer are Oracle RightNow Engage, RightNow Social Experience, RightNow Policy Automation, RightNow Web Experience, and RightNow Contact Center Experience. All of these applications provide specialized customer service functions that can handle social network support, marketing analytics, self-service technical support, and end-to-end customer management. With it, a business’s customer support operations are amped up and flow effortlessly. Oracle Service Cloud empowers businesses with its top-notch features ideal for cross-channel contact center management, web customer service, knowledge management, field service management, and policy automation. These features let businesses engage customers and mobilize agents, as well as encourage office collaboration and upgrade customer experience. Repetitive back-office tasks can also be automated with Oracle Service Cloud, freeing up time to quickly provide quality customer support, whatever the channel may be.

Product Quality Score

Features
8.0
Ease of use
7.9
Customer support
6.7
Value for money
7.8
7.6
TOTAL SCORE

Oracle Service Cloud features

Main features of Oracle Service Cloud are:

  • Customer intent + content matching
  • Actionable insight reports
  • Knowledgebase creation
  • Knowledgebase management
  • Cross-channel customer interaction history
  • Offer personalized, tailored services/advice
  • Complete customer profiles
  • Add-ins and custom code compatible
  • Case management and guided resolution
  • Email support, live chat, and virtual assistants
  • Compliance management
  • Custom policy automation tool
  • Multi-channel social brand monitoring
  • Multiple customer self-service tools
  • Customizable reports and dashboards
  • Pre-built reports and dashboards
  • DIACAP, NIST, HIPAA compliant
  • FISMA compliant
  • Open API
  • Service Level and Change Management
  • Unified multi-channel support
  • Facebook experience builder
  • PCI Certified Cloud, Government Cloud for DoD

Oracle Service Cloud Benefits

Benefits

The main benefits of Oracle Service Cloud are its top-notch features ideal for cross-channel contact center management, web customer service, knowledge management, field service management, and policy automation. Here are the details:

Businesses can gain a number of benefits from Oracle Service Cloud, especially as this contact center service and cross-channel web customer service features case management, email support, live chats, guided resolution, and virtual assistants.

Interaction on a business’s website and social media accounts—be it Twitter, Youtube, or Facebook—can be monitored with the social tool.

The software also empowers customers by providing them with the information they need, thanks to self-service options. Both customers and agents can look at resources in knowledge bases to find a resolution to issues they may be facing.

Campaigns on different communication channels can also be automated by Oracle Service Cloud. Users can easily boost customer engagement since they have a 360-degree view of their campaigns. The analytics module of the platform also gives reports on data, helping businesses amp up their customer service operations and find which processes to improve and which strategies to implement to increase customer satisfaction.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Customer Support Types

  • Phone
  • Online

Oracle Service Cloud Integrations

The following Oracle Service Cloud integrations are currently offered by the vendor:

Integration with other systems is made possible by Oracle Service Cloud’s open standard-based API.

Video

Customer Support

Phone
Online

Pricing Plans

Oracle Service Cloud pricing is available in the following plans:

Free trial
STANDALONE CHAT D.A.D.
From $90/seat
STANDARD D..A.D.
From $110/seat
ENTERPRISE D.A.D.
From $140/seat
ENTERPRISE CONTACT CENTER D.A.D.
From $250/seat
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