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Oracle Service Cloud (formerly RightNow)

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Oracle Service Cloud (formerly RightNow) Reviews & Product Details

admin

Antonio Cezar O.

Enterprise(> 1000 emp.)

Validated Reviewer

Review source: Organic

May 16, 2023

"Oracle Right was an important evolution in the management processes of the group's ombudsman channel"

What do you like best about Oracle Service Cloud (formerly RightNow)?

Oracle Right (OSC) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitize the processes for capturing and managing the group's ombudsman channel, no longer operating manually (MS Excel). Review collected by and hosted on G2.com.

What do you dislike about Oracle Service Cloud (formerly RightNow)?

Oracle Right (OSC) and sometimes it has some bugs and/or errors. At times, the contact is automatically deleted by the tool, among other situations that end up impacting the operation of the business area. Review collected by and hosted on G2.com.

What problems is Oracle Service Cloud (formerly RightNow) solving and how is that benefiting you?

Oracle Service Cloud (Right Now) brought about an important evolution in the management processes of the group's ombudsman channel, where activities that were performed manually, repetitively and with risk of errors, are now operated by the Right Now platform itself, whether by API, or by automation of the tool. Review collected by and hosted on G2.com.

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Oracle Service Cloud (formerly RightNow) Overview

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What is Oracle Service Cloud (formerly RightNow)?

Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurable business impacts across all industries. This flexible and scalable platform includes: Web Customer Service: Oracle’s Web Customer Service is a highly interactive and customized experience that lets customers engage with your business on their own terms via online or mobile devices. Powered by a customer portal, a syndicated widget framework, and self-learning technology, customers can self-serve by leveraging a dynamic knowledge base, Facebook pages or peer-based community, reducing operational cost costs. And they can escalate to assisted service via live chat, messaging, social networks like Twitter, email, or call appropriate agents to resolve their unique needs via intelligent routing. More and more, organizations can engage in automated or proactive service through virtual assistants, chat bots, or the Internet of Things. Cross-Channel Contact Center: Oracle’s Cross-Channel Contact Center empowers organizations to provide immediate, consistent, and even proactive service across multiple channels. By bringing together all customer interactions in a desktop or mobile application– from email, telephony, live chat, co-browse, SMS, messaging, or video chat–into one unified agent desktop, the Cross-Channel Contact Center captures a unique 360-degree view of every consumer, guiding agents to seamless resolution. The agent desktop can be dynamically delivered based upon brand or role, providing all relevant information (such as billing, orders, and commerce data) at the agent’s fingertips. Field Service Management (Formerly TOA Technologies): Built on a time-based, self-learning and predictive technology, Oracle’s Field Service Management automates and optimizes operations that take place in the field. By leveraging predictive forecasting tools, it eliminates customer uncertainty, exceeds their expectations, and ensures timely job completion all while increasing organizational productivity and efficiency. Knowledge Management: Oracle’s Knowledge Management provides a fully integrated cloud knowledge management solution that delivers a seamless and consistent experience across all channels, from self-service and contact centers to communities and social sites. It is the backbone of every omnichannel service strategy, increasing customer loyalty and organizational efficiencies across the board. Policy Automation: Oracle Policy Automation (OPA) delivers Smarter Advice. Smarter Advice empowers organizations to provide a more personal, richer interaction with customers. OPA enables organizations, in any industry, to easily automate business process, rules, regulations and organizational policies. OPA automates decisions and delivers personalized experiences, provides agile management and increases transparency and compliance..

Oracle Service Cloud (formerly RightNow) Details

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Languages Supported

Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Croatian, Hungarian, Italian, Japanese, Korean, Latvian, Lithuanian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovenian, Spanish, Serbian, Swedish, Turkish, Ukrainian, Chinese (Simplified)

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Product Description

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

How do you position yourself against your competitors?

Oracle Service Cloud is uniquely scalable and flexible, leading organizations across all industries and sizes to success as they support millions of monthly customer service transactions every month. Our Roadmap to Modern Customer Service methodology and unique product offerings enable customers to transform service strategies and deliver proven and measurable results.

Unique to the Oracle Service Cloud solution: The most functional knowledge management portfolio in the cloud; seamless integration and support of a wide range of engagement channels (self-service, chat, social, communities, video chat, IoT, etc.) as they evolve into the future; a time-based, self-learning, and predictive field service product; a policy automation tool that ensures consistent and transparent policy communications; and the ease of integration of Oracle and non-Oracle cloud and on-premise systems and data (like sales, marketing, and commerce) into the agent desktop for a true 360-degree view of a user's customer base.

Seller Details

Seller

Oracle

Year Founded

1977

HQ Location

Austin, TX

Twitter

@Oracle
824,139 Twitter followers

LinkedIn® Page

www.linkedin.com
199,405 employees on LinkedIn®

Ownership

NYSE:ORCL

Phone

+1 (650) 506-7000

Total Revenue (USD mm)

$39,068

Description

Oracle Corporation develops, manufactures, markets, hosts, and supports database and middleware software, applications software, and hardware systems.

Overview Provided by:

Chris Cha

Recent Oracle Service Cloud (formerly RightNow) Reviews

9/9/2024

Vishal B.Mid-Market (51-1000 emp.)

5.0 out of 5

"Revolutionizing Customer Support by Oracle Service Cloud"

Oracle Service Cloud for its robust customer service capabilities, comprehensive ticketing system and seamless integration with other products. ...

8/5/2024

Alexandra Z.Mid-Market (51-1000 emp.)

4.0 out of 5

"easy to use internally"

It easy to understand and use on a daily basis. As I minus I think it does not incorporate all items needed all in one

5/16/2023

Antonio Cezar O.Enterprise (> 1000 emp.)

4.5 out of 5

"Oracle Right was an important evolution in the management processes of the group's ombudsman channel"

Oracle Right (OSC) was an important evolution in the group's ombudsman channel management processes. We brought the Oracle Service Cloud to digitiz...