Who is this service for?

Oracle B2C Service is designed for business looking to improve customer service and staff productivity by streamlining chat, social media, call, and virtual assistance communication channels.

About Oracle B2C Service

Cross-channel solution that covers contact center, web, and social aspects of customer service experience.

Average rating 4.2/5

Total score
4.2
“Ease of use
4.1
User support
4.3
Features
4.3

Product details

Starting price:

1usd / per month
more about prices

Free trial:

Yes, get demo

Desktop & Mobile Platforms:

Cloud, SaaS, Internet

Training:

Documentation

Online

Support:

Working hours

Online

Software Developer

Oracle
https://www.oracle.com/
Set up in 1977
United States

Features

Agent Interface
Alerts / Escalation
Auto-Dialer
Automated Routing
Blended Call Center
Call Center Management
Call Logging
Call Recording
Call Scripting
Campaign Management
Chatbot
Collaboration Tools
Computer Telephony Integration
Customizable Branding
Document Storage

Email Management
Inbound Call Center
IT Asset Management
IVR / Voice Recognition
Knowledge Base Management
Macros/Templated Responses
Manual Dialer
Multi-Channel Communication
Network Monitoring
Outbound Call Center
Predictive Dialer
Progressive Dialer
Quality Management
Queue Management
Real-Time Chat
Remote Access/Control
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Ticket Management
Workflow Configuration
Workforce Management

Alternatives Oracle B2C Service


A
AYANNA J.

«Supervisor Customer Service»

Usability

Support

Features

4

Overall rating

Benefits:

Easy usage

Drawbacks:

n/a

In sum:

Very easy to use and train new hires on. Navigating was easy and the set up was easy to explore. I used Oracle when inputting student orders, collecting payments, refunding students or just updating student information. Oracle worked well with RightNow.

September 22, 2021
Feedback source: the Internet
C
Cristy L.

«RIghtNow Review»

Usability

Support

Features

3

Overall rating

Benefits:

I enjoyed the chat feature that allows our team to easily view when a chat is coming through. I also enjoyed the filtering options for each specific queue to where you can view the oldest to newest and have each queue on a different tab. This helps in organization within the different working queues.

Drawbacks:

I do not like that RightNow cannot seem to handle large volume of transactions. I have to restart the application after a few tickets worked.

In sum:

Overall, it's organized, up-to-date and easy to navigate within the platform.

September 20, 2021
Feedback source: the Internet
V
Vivian M.

«Ótimo ferramenta para controle »

Usability

Support

Features

5

Overall rating

Benefits:

Ferramenta flexível / maleável: Se você pode sonhar, você pode fazer! A facilidade para usuários básicos é importante, pois as pessoas podem começar a trabalhar imediatamente. O serviço é simples com as ferramentas básicas na base de conhecimento e os canais de entrada; conversar e fazer uma pergunta. Os recursos são comuns em todos os consoles; portanto, há pouca curva de aprendizado ao navegar de uma ferramenta para outra. A documentação de treinamento disponível é fabulosa e bem organizada e há fóruns de pessoas úteis disponíveis para fazer perguntas a uma comunidade de usuários qualificados.

Drawbacks:

O céu é o limite - por isso é difícil saber por onde começar. Sem uma equipe de programação qualificada, a incrível API permanece sem uso, embora saibamos que podemos fazer coisas maravilhosas com as ferramentas disponíveis.

August 20, 2021
Feedback source: the Internet
V
Verified Reviewer

«Grear platform for customer service»

Usability

Support

Features

4

Overall rating

Benefits:

It's possible to use it with different channels, it's highly intuitive, it has several reports, you are always communicated with customer

Drawbacks:

You have to make several administrative tasks in a desktop agent which it's quite bothersome, the interface could be updated to be more modern

August 5, 2021
Feedback source: the Internet
K
Kaveri L.

«oracle: easy to use»

Usability

Support

Features

5

Overall rating

Benefits:

It is easy to utilize and is adaptable. The training documents are accessible so any new client can become accustomed to it by utilizing the product for at some point. The visit highlight truly assists with expanding collaboration. It tends to be modified to meet all business needs. Its viable blend offers clients web encounters and substance entry, so that contact and information on the client is a lot quicker and complete.

Drawbacks:

The disadvantage of this product is it can get jumbled and drawn-out to peruse. The system runs slow sometimes.

July 25, 2021
Feedback source: the Internet
G
Gabrielle B.

«Simple Program »

Usability

Support

Features

4

Overall rating

Benefits:

I use this as part of my role as a CSR. When first starting out, you will appreciate how simple this product is to use. Everything is self explanatory and almost impossible to break. I use it daily to create notes and incidents for my job. It has a great spelling function and lots of tools to ensure ease of use.

Drawbacks:

There are some glitches in the program that won't allow me to login without following a certain sequence, if I don't log in this order I have to reboot my system. I'm not sure if this is a company issue or software issue but it worth mentioning. Also, I feel that the programs run slower if mass people are logged on. It's. It as easily integrated as some other programs.

In sum:

I really like how easy this program is to use. It makes my job a lot faster and more efficient.

July 13, 2021
Feedback source: the Internet
J
Johnella C.

«Very convenient »

Usability

Support

Features

5

Overall rating

Benefits:

I really like the ease of this software when using with my job. The access is very user friendly and gives me access to all the things that I need.

Drawbacks:

There isn't anything about the software that I don't like, it is very accessible and I have no complaints about the software.

In sum:

My overall experience with Oracle B2C Service has been great!

July 9, 2021
Feedback source: the Internet
A
APRIL M.

«Good customer service record keeping tool»

Usability

Support

Features

4

Overall rating

Benefits:

I use this software at work as a work-from-home customer support agent. I works perfectly in sync with our voice phone software and with our online store. It is so convenient to have Right Now to automatically pull up a customer's information and just a click to review all of their call history. Once you enter the order number, it's only one click to open the order in the online shopping cart software. We have a searchable knowledge base in Right Now that we use all the time and it is very good at pulling up the most relevant results. We can create call tags and plus send emails to managers, our service providers and customers.

Drawbacks:

It's a little slow sometimes. There seems to be a delay sometimes, but it could also be that it is working with many programs and keeping them all in sync. It's not too bad of a delay, but could be a little faster.

In sum:

Right Now is truly a good customizable tool that interacts with many other types of software. It is a very useful and multifunctional software for customer service, order management and call management.

July 8, 2021
Feedback source: the Internet
J
Jillian S.

«Great idea!»

Usability

Support

Features

4

Overall rating

Benefits:

Being able to be in multiple email boxes.

Drawbacks:

Search function is not easy

In sum:

I really like the idea of right now. It makes dealing with multiple email address a lot easier. The overall look is something that needs some work and the search function could be easier to use. I do not like the fact that you have to create contacts/import names and emails in the system before sending emails. Its not great for the one off emails.

July 2, 2021
Feedback source: the Internet
Daniel P.

«Oracle Right Now. Highly effective tool.»

Usability

Support

Features

3

Overall rating

Benefits:

Oracle RightNow, has an integrated channel for customer services. Its effective combination offers customers web experiences and content portal, so that contact and knowledge of the customer is much faster and complete. Effective product of Oracle.

Drawbacks:

The control panel is not very intuitive and allows very few modifications and adaptations. The user support is the same as other Oracle products. It leaves a lot to talk about.

June 17, 2021
Feedback source: the Internet