Oracle Service Cloud (formerly RightNow)

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Oracle Service Cloud is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. It includes Web Customer Service, Cross-Channel Contact Center, Field Service Management, Knowledge Management, and Policy Automation. These features provide a highly interactive and customized experience for customers to engage with businesses on their own terms, while also empowering organizations to provide immediate, consistent, and proactive service across multiple channels. The platform is flexible and scalable, delivering measurable business impacts across all industries.

Website

http://www.oracle.com

Developer

Oracle

HQ Location

Austin, TX

Year Founded

1977

Number of Employees

206,295

Twitter

@Oracle

Strengths

Scalability

Ability to handle large volumes of customer interactions
Omnichannel support

Support for multiple communication channels such as email, chat, phone, and social media
Customization

Flexible configuration options to tailor the software to specific business needs

Weaknesses

Complexity

Steep learning curve and complex setup process
Cost

Relatively high pricing compared to other SaaS customer service solutions
Limited integrations

Limited integration options with other software and platforms

Opportunities

Opportunity to integrate AI and automation to improve efficiency and customer experience
Opportunity to expand into new geographic markets and industries
Opportunity to improve analytics and reporting capabilities to gain deeper insights into customer behavior

Threats

Intense competition from other SaaS customer service solutions
Growing concerns around data privacy and security
Shifts in customer preferences towards self-service and automation may reduce demand for traditional customer service solutions

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