LogMeIn Resolve vs. Oracle Service

I don't think I have ever encountered a scenario where LogMeIn is inappropriate. I work directly with customers 80% of the time, and even when I need to help a fellow IT professional out, LogMeIn is my go-to option. Viewing and reviewing all the units I manage is very helpful; it saves me a lot of time, especially after the frequent long-term power outages (where it surpasses the USP's protection) we often experience in our area.

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Oracle Right (Oracle Service Cloud) 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).

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.

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• Performs well for remote access in terms of speed - there isn't much lag on fast networks.
• Provides an easy way to share files with the client which stramlines the support process.
• GoTo Support has been responsive when I've needed help.

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• We can access the best-in-class features for cross-channel contact center management amd field service management.
• It provides a great way to mobilize agents and boost collaboration within the office which in turn improves the overall customer experience.
• Automation of back of the office repetitive tasks leading to a faster way of addressing customer concerns.

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• More flexibility with customizing the agent dashboard
• Change the support interface to make simultaneous remote session a bit more accessible on the left-side menu
• Include detailed instructions on the agent's screen when helping a Mac user run through all the necessary permissions needed to connect

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• Oracle Service Cloud needs a better built in integration with Oracle Social Cloud or it needs to build in more Social network capabilities.
• SMS is handle via a third party application but could be built in as part of the product.
• The knowledge foundation product needs a better way to handle multiple languages. Currently you have to purchase an additional interface for each language. You can purchase the more expensive Knowledge Advance which does have a better language feature.

I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.

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Although RightNow is extremely flexible, the flexibility comes with a price. It is often not intuitive which settings you need to change (and under which menus these setting are buried) to enable the system to do what you want. Also, sometimes the system can do things you need, but you don't initially realize it. When RightNow sells a system to a new customer, I think it should come with X hours of consulting time with a RightNow expert. The customer should be able to consult with this expert over the next year to get advice concerning how to configure the system to achieve desired needs. Often RightNow Support would just answer "no" when I asked if I could do something, but then I would find another way to achieve my goals after talking with other companies using RightNow.

Navigation is easy and friendly. It does almost everything, but being cloud, it gets slow. Session recording is allowed. Zoom in and out feature works very well, especially during remote sessions and multiple machine sessions simultaneously. Dual-screen monitors are accessible. East and convenient user interface. The diagnostics feature is outstanding, and it gives detailed diagnostics of the system. So these are the pros that prompt me to provide such ratings.

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The learning curve is fairly steep; but for something that has this much capability, it's nearly impossible to make it "easy". The layout and organization are at least reasonably intuitive. The hardest part-- the "weakest link"-- is the portal development (where you can build help centers and other end-user pages.) The capabilities there are significant, but the learning curve for that part is especially steep and it takes a fair amount of expertise to be able to update it.

Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.

We have never had issues with downtime or it not being available. Upgrades and maintenance also happens in weekends or at night.

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If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.

We use a lot of tabs and fields on our incident workspace, which should slow the system down, but it's still quite fast, and we continue to optimize whatever is possible.

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Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security

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Technicians seem to be assessed based solely on how quickly they close the issues. I've had to reopen requests multiple times because they didn't actually solve my problem. Also, when the issue has even a moderate amount of complexity, the technicians often instruct me to "open another SR" to handle the other issue. I'm the customer, I shouldn't have to follow their processes, they should handle that for me. But even when I create the new SR, it seems like their right hand isn't talking to their left - they aren't reading back to the previous issue for context. So I get bounced around a lot, and I have to tell them how to do their job

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we did not have in person training

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Most of our training was given while doing user acceptance testing, and getting the system approved by the market. When ever we were in doubt, our implementer helped us along. Later on we started exploring by our selves.

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n/a - wasnt in attendance

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GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.

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Work with a RightNow expert during the implementation. Explain features that would you like to have. Often, somebody who really knows the system can show you what you need to do to achieve the desired results. Where a RightNow support engineer or a consultant might say "the system can't do that," a RightNow application engineer will listen to what you need, and often come up with an alternate path to achieve it

I previously used Dameware but since they came out with the new version, I find it difficult to use. Many times, it takes a long time to connect using Dameware and the added time if it connects at all adds to the user's frustration as well as my own

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TCS' customers who also selected Oracle Service Cloud over Salesforce Service Cloud and GE's ServiceMax in the Mfg. vertical in which I work, did so because of the robust ability of Oracle Service Cloud and its APIs to integrate with other value-add solutions for manufacturers such as IoT applications, Big Data Analytics, and Field Service applications.

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I wasn't involved with this element of the sale/purchase

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The system was implemented quite quickly and easily.

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We have never had any down time, slowness or anything. Any error or instability that has occurrred has so far has been caused by user errors.

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I wasn't involved with this element of the sale/purchase

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• We are able to solve 99% of technical issues remotely.
• Our productivity rate has increased because we are able to conveniently seek out assistance in the matter of a few minutes.
• As this is compatible with Microsoft products like teams, this has allowed us to collaborate and save time and money by using existing software to submit tickets for assistance.

• Since its, it has significantly reduced our training time of new agents. What used to take 6 weeks in the class room, went to 4 weeks.
• Service Cloud allows us to easily gather data to report to the other departments quickly.

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info