What do you like best?
Reporting!! There are over 900 out of the box reports available in the tool, and they are easy to edit if they're not exactly what you're looking for. From a sales management perspective, it gives me visibility into my pipeline and upcoming tasks so I always know what I need to be focused on.
Knowledge! It's very easy to set up new Knowledge articles, and there are canned reports that show you everything you need to know about the articles people are clicking, if the info was helpful or not, etc.
Extensibility - the application has grown with us. As we need to do integrations or make adjustments, it has been easy to do. The application is well suited to integrate with other systems.
What do you dislike?
Agent desktop - this could be a little "prettier" out of the box. I think they have made strides with the browser user interface but we aren't using it yet. The process of modifying and editing workspaces does feel a little outdated.
Chat (customer facing side) - this is another area that seems a little outdated from a look and feel perspective. It would be great if they could make chat persistent so it followed you from page to page rather than having a separate pop-up window. It works, but it could be improved upon.
Answer versioning - the latest version is already rolling this out so this one will be resolved next time we upgrade! Previously it required the purchase of Knowledge Advanced, so I am thrilled to learn it's a native part of the product now.
Recommendations to others considering the product
For customer service, Oracle Service Cloud is a no brainer. It is perfect for multi-channel customer support.
For a sales team, the opportunity management module will work for basic sales scenarios, but if you have a complex sales/quoting process or want to focus on lead management, Oracle CPQ or Oracle Sales Cloud is probably a better fit.
What business problems are you solving with the product? What benefits have you realized?
Oracle Service Cloud has enabled us to support every channel we need to. It allows customers to pick their channel of choice and then it gives us a seamless view into the customer's interaction history. If a customer sent us a text and then Later called us, we can see the previous interaction in their customer record. It allows for an ongoing conversation with a customer across multiple channels without the customer ever having to repeat themselves.
When integrated with OpenMethods software all of our clients have seen a reduction in AHT by at least 30 seconds.
One of our clients reduced incoming call volume by 80% by implementing knowledge on their Customer Portal.
The sales dashboards gave our management better visibility into our pipeline and allowed them to much more accurately manage the business.