Oracle

Oracle Right Now

5 / 5 8 reviews


Average Ratings

8 Reviews
  • 5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Live Online
  • Support
    24/7 (Live Rep)

Vendor Details

  • Oracle
  • www.oracle.com
  • Founded 1977
  • United States

About Oracle Right Now

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


Oracle Right Now Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

Oracle Right Now Reviews Recently Reviewed!

Great idea!

Jan 25, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Being able to be in multiple email boxes.

Cons: Search function is not easy

Overall: 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.

Oracle RightNow Customer Cloud Experience

Jan 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have been using the Oracle RightNow Customer Cloud Experience Software for over 15 years. It has been an excellent product and has served our needs and customers very well.

Supervisor Customer Service

Oct 18, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy usage

Cons: n/a

Overall: 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.

Excellent platform! Wish Oracle didn't take over...

Oct 17, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, customization ability, built-in reporting, workflows.

Cons: Working with Oracle (processes).

Overall: RightNow was a fantastic service cloud solution for customer support. The CRM system provided much flexibility for setting up custom business processes, workflows, and creating a fully custom backend and frontend display. Unfortunately, when Oracle took over and bought the platform in 2011, service started to decline and many formal processes that were not previously implemented were put into place. This created unnecessary roadblocks in advancing development of the product. As a product itself, however, RN is fantastic, and I hope the advantages of the product continue to outshine the negatives mentioned!

Excellent CRM for Customer

Oct 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Incident Management, Staff Account, Contact Management, Marketing Campaign etc

Cons: RightNow Agent Console do not have mobile version but they have Mobile version for customer portal

Overall: Great Software, I have been using this software since last 5 years. It really improved my customer experience and built good relationship with them

Recommendations to other buyers: Feasibility, easy to customise, configure according to business need

Love the idea, but the platform needs some help

Oct 03, 2016
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: The idea behind Right Now is great for anyone that uses multiple email addresses. the overall look and ease of use needs some updates. It looks like something out of the 80's. The search function is difficult and time consuming.

Higher Ed and malleable solution

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexible/malleable tool: If you can dream it, you can do it! The ease for basic users is important as people can hit the ground running. Service is simple with the basic tools in the knowledge base and the intake channels; chat and ask a question. The features are common across the consoles; so there is little learning curve when navigating from one tool to another.
The training documentation available is fabulous and well-organized and there are forums of helpful people available for asking questions of a skilled community of users.

Cons: The sky is the limit - so it is difficult to know where to begin. Without a skilled programming team, the amazing API sits unused, even though we know we can do wondrous things with the tools available.

Overall: Our support center has used Oracle Service Cloud for 12 years. We have incorporated service, outreach, and sales across the student life-cycle - as well as using it as an intake and tracking tool for events, professional development and even book orders from faculty!

The features of Oracle Service cloud are malleable and allow us to do creative projects - including a robust e-communication outreach, analytics of our extended hour and weekend support team, as well as some flexible technical integration with the student database.

We could do even more if we had a stronger technical team - as I've seen programmers get in and it's like a kid in a candy store! If it can be defined, it can be done.

Best CRM ever used

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Comments: RightNow CX is best software I ever used. Great features, user friendly, compatible with third party software