Oracle B2C Service

This software takes a while to become familiar with all of the various nuances and usages. That being said, once you have the basics down, it's pretty user friendly. My favourite feature is being able to assign cases to both individual employees and also to specific queues within the organization. For example, if I know my supervisor will work on a case personally or it's time sensitive, I assign the case to them, but if the customer in question requests to speak with a general manager, the case can be assigned to the customer care lead queue and they can work through the emails/cases as they come in.

This software is not very intuitive to use, and a goo amount of the features are very cumbersome to use. The load time is frustratingly slow, and the amount of times that chats get dropped is borderline unacceptable.

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.

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.

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.

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.