Oracle Service Cloud (formerly RightNow)

Oracle Service Cloud (formerly RightNow)

(59)
3.8 out of 5 stars

Oracle Service Cloud (formerly RightNow) combines Web, Social and Contact Center experiences for a unified, cross-channel customer service solution in the Cloud.

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Showing 59 Oracle reviews
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Oracle review by <span>Caroline D.</span>
Caroline D.
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Oracle Service Cloud Experience Review

What do you like best?

The analytical empowerment the system provides is a great tool to track the engagement of the customer and the performance of the support team. The system in general also owns a very good potential for customization and adequability to a large range of different business cases.

What do you dislike?

The Business Rules engine, despite of the awesome performance, is a very tricky tool to work with. I believe the experience could be simplified, following the idea of the rest of the system. The documentation of some aspects of the system also can be very difficult to find.

Recommendations to others considering the product

As a consultant and system analyst, I believe it is my duty to alert about the major importance of a good partner when implementing the system. I am aware of the potencial of this system, but I am also aware of the stress that the implementation can cause when two elements get combined: the lack of experience of the partner and a weak idea of the customer of what goal it means to achieve with the system. A good analysis IS necessary to do a good implementation! A good process desing can save the entire project!

What business problems are you solving with the product? What benefits have you realized?

The primary benefit of using Oracle Service Cloud is the possibility to know how your team work and how to improve the daily routine. Sometimes, even support aspects you don't know, you find a way of automate it. As consultants and system administrators I believe that we can affirm we solved a wide range of "blind supervisors" and drilled processes.

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Oracle review by <span>Corbin M.</span>
Corbin M.
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Customization within Oracle's Paramaters

What do you like best?

Advanced reporting features and the ability to quickly create workspaces and workflows to guide an agent through a complex problem. We have created dozens of workspaces and they do not take much time to look professional or function the way you would like to for the most part.

What do you dislike?

The system still has limitations that you can't get past such as setting the value of one field equal to the value of another. The rules are very easy to use, but some pretty basic things are not available. You are frequently reminded that you are playing in Oracle's world and there are deficiencies in the product that cannot be solved by an admin.

Recommendations to others considering the product

There are many consultants out there that can help with best practices and you will need them for anything very complicated. There is little to no support from Oracle in setting up new features, but they will assist you if something in the product breaks. There is a lot of documentation on their site that is very helpful, but only shows a basic implementation. Get multiple test sites so that you can try out different things and clone from your production site regularly.

What business problems are you solving with the product? What benefits have you realized?

We are transferring tickets from department to department, tracking call stats, handling emails from customers, and have 4 internal chat systems. The OSC allows us to very quickly stand up new features and continue to improve on them with ease, but we eventually hit a wall with the out of the box functionality and need to supplement it with add-ins.

What Customer Self-Service solution do you use?

Thanks for letting us know!
Oracle review by <span>Rasheed A.</span>
Rasheed A.
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Best in Class product

What do you like best?

It was built with a base of providing services end-end to the customers, basically a 360-degree view of the end users though all channels. Freedom for customization in order to implement the innovative ideas which eases the burden of customer. Ability to communicate with the customer in all the possible channels.

What do you dislike?

Even though Oracle pushes its users towards BUI, for many of the administrative tasks we still have to depend on Agent Desktop which looks is 1980s application.

Recommendations to others considering the product

I would strongly recommend this product because even Non-Technical person could also create business content that becomes end-user facing.

What business problems are you solving with the product? What benefits have you realized?

Incident Management is the key factor and Advanced Knowledge Base, Email Communication, Live Chat supports it well which reduces the pressure of Agents. We use lot of product and categories and creation of Dynamic Forms for Customer Portal and the combination of Agent Scripts and Workflow makes our job easy.

Oracle review by <span>Parker G.</span>
Parker G.
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Utilitarian

What do you like best?

Easy to use, simple, it’s helpful for sending emails. It doesn't have a lot of extra features, it's pretty much just very straightforward and simple to use. You can easily find your unread messages, and respond to them and mark them as sent. Straightforward interface, easy to log into and load and get through all of your email messages.

What do you dislike?

Looks like it’s from 1982. It’s very bland and ugly with the dark blue tones. It can be difficult to see things on it at times because of the dark blue background and the small font, hard to adjust it to fit it all onto the screen properly. It also doesn't have good integration with social media or live chat for customer service options in case it isn't working properly. It good use a lot of upgrading to it so that it looks like something from the 21st century, and I don't feel like I'm back in time in the 20th century. Aesthetics are the main issue.

Recommendations to others considering the product

It's simple, easy to use, and can be helpful for customer service, especially in bureaucratic type of offices. It's very unpleasing and boring though, it can be difficult to look at some times because of the way that it is designed.

What business problems are you solving with the product? What benefits have you realized?

I use it for emails while at work. It's good at getting this done, but it really doesn't have much else to it. That's just about all that it is good for.

Oracle review by <span>Joyce S.</span>
Joyce S.
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Great Chat Tool!

What do you like best?

It has built-in features which enabled us to deploy with less customization required. I am also a fan of Engagement Engine. We are able to create rules which allowed us to control when to display our support icons.

What do you dislike?

I am not a fan for their 'Billable Session' concept.

Recommendations to others considering the product

Make sure you relate to your sales/ account representative your main objective - trust that they will provide you the right recommendations.

What business problems are you solving with the product? What benefits have you realized?

We acknowledged that we have different customer types and we wanted to make sure we are able to provide different support options. Launching Chat support allowed us to do exactly that. With this new support option, we are able to provide real time feedback on what service type their hardware requires. This definitely provided a better support experience to our customer.

Oracle review by <span>Lindsay K.</span>
Lindsay K.
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Cumbersome for users

What do you like best?

There's a lot of functionality available to create this tool around each company's specific needs. You can fully customize views within the platform, create your exact report-out needs and more.

What do you dislike?

Compared to other email and chat platforms I've experienced in the past, this is very cumbersome and clunky to work through. It doesn't provide much efficiency in working through email back-log quickly. It's design is also very old-school. This isn't incredibly important, but for a tech-related company, I would think this is an important detail to cover and update to stay relevant.

What business problems are you solving with the product? What benefits have you realized?

We communicate with customers via email and chat using Oracle Service Cloud. The biggest benefit is the reporting availability with both email and chat being under the same platform.

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