Powerful Service Suite and extremely customisable

What are the best aspects of this product?

- Regular and useful upgrades
- Extremely customisable
- Incident Management is very powerful
- Multiple Channels are supported along with support for integrations
- Out of the box Connectors for Oracle Cloud applications

What aspects are problematic or could work better?

- Synchronising changes across multiple Interfaces is a bit tedious
- Agent BUI still hasn't matured enough. Though it receives updates very frequently and most gaps are being closed.

What features/services would you like to see in future versions of this product?

- Agent BUI is rapidly becoming one of the strongest selling points of OSVC. It can evolve into one of the most agent-friendly interfaces for frontline support staff.
- Workspaces and Workflows need a major enhancement. Basic features like mathematical calculations are missing.

What specific problems in your company were solved by this product?

- Comprehensive 360 degree view of Customer empowered the frontline agents to serve the customer better and faster.
- A single repository of Knowledge-base was built to serve content to multiple touch points. Reducing knowledge silos and inconsistent information.

Are you a current user of this product?

Yes