Oracle announced that it has been named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center for Oracle Fusion Cloud Service, part of Oracle Fusion Cloud Customer Experience (CX). This is the twelfth consecutive time that Oracle has been named a Leader and in this year’s report, Oracle was recognized for its “Ability to Execute” and “Completeness of Vision.” A copy of the report is available here.
“Consistently delivering exceptional customer service today is hard. Service teams are expected to resolve issues faster, manage higher volumes of requests, and navigate intricate dependencies on back-end systems — all while keeping customers happy,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. “Organizations that embrace cutting-edge technology are much better positioned to meet these increasing demands and stay ahead of the competition. We believe Gartner’s recognition underscores Oracle’s reliable delivery of innovative capabilities that help customers reduce friction across the customer service lifecycle and deliver outstanding customer experiences.”
Organizations across all industries are leveraging the AI capabilities within Oracle Service to automate service operations, improve operational efficiency, and enhance customer satisfaction. With Oracle Service, organizations can:
- Automate the complete customer service lifecycle: AI-powered insights, authoring, and recommendations across the service lifecycle help organizations more efficiently deliver service that elevates the entire customer experience.
- Accelerate speed to resolution: A modern workspace with AI-driven predictive analytics quickly guides service agents to the best outcomes and help them anticipate and solve problems before users are impacted.
- Collaborate across departments: As part of Oracle Fusion Cloud Applications Suite, Oracle Service helps organizations improve insights with connected data from finance, HR, field service, and supply chain applications.
- Reduce service agent workloads: AI-powered self-service tools, such as digital assistants, chatbots, customer portals, automated advice, and knowledge libraries, help customers quickly get answers which enables service agents to focus on high-value cases.
- Streamline service engagements: AI-generated summaries and recommended knowledge articles get service agents up to speed faster even with the most complex cases.
Oracle Cloud CX is a connected suite of applications that leverage the latest AI innovations to help organizations create, manage, serve, and nurture lasting customer relationships across marketing, sales, and service. Embedded AI acts as an advisor and assistant helping to analyze connected data to enhance operational efficiency and improve customer experience.
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Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Wynn White, 11 December 2024.
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