Forrester published the 2014 Forrester Wave for “Customer Service Solutions” for Enterprise organisations and for Small and Midsize organisations. The market research company chose the most significant solutions and researched, analysed, and scored them.
Oracle RightNow CX Cloud Service (aka Oracle Service Cloud) was naturally among those solutions, and came out with outstanding results. Here is the verdict… Leader in both areas!
Oracle Service Cloud delivers strong support for B2C companies. Oracle Service Cloud is a key asset in Oracle’s customer experience management portfolio. It provides a flexible, easily configurable customer service solution and is particularly strong in delivering consistent cross channel customer service experiences. It has strong multi-channel capabilities: very strong co-browse and forum capabilities; strong chat, email response management, social customer service, and knowledge management; and sound social listening, backed by very strong reporting.
It gets high marks for usability and provides sound case management capabilities. The solution offers quick time-to-value due to its SaaS deployment model. It has an average deployment size of fewer than 250 agents, and customer service organizations use it as a company-wide customer service solution, as a standalone solution to support its digital and social channels, or in a hybrid deployment to extend the digital capabilities of an on-premises customer service solution.
This product came to Oracle via its 2012 acquisition of RightNow Technologies. Since the acquisition, the product team has continued to execute on a robust road map of enhancements, many of which focus on tighter integrations to other solutions in Oracle’s customer experience product portfolio. It benefits from Oracle’s mature practices for implementation, user adoption, and support.
However, Forrester clients tell us frequently that they have lost some of their personalized touch that preceded its acquisition. Oracle Service Cloud is best suited for midsize B2C teams that offer robust web self-service and multi-channel customer service to their customers and that emphasize the value of customer experiences.
Customer Service Solutions for Small and Midsize Organisations
Customer Service Solutions for Enterprise Organisations