Oracle Named a Leader for Twelfth Consecutive Time in the Gartner Magic Quadrant for the CRM Customer Engagement Center

Rhea-AI Summary

Oracle (ORCL) has been named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive time. The recognition highlights Oracle Fusion Cloud Service's 'Ability to Execute' and 'Completeness of Vision' in delivering customer service solutions.

The company's Oracle Service platform offers AI-powered capabilities that help organizations:

• Automate the complete customer service lifecycle
• Accelerate resolution speed through predictive analytics
• Enable cross-department collaboration
• Reduce agent workloads with self-service tools
• Streamline service engagements with AI-generated summaries

As part of Oracle Fusion Cloud Applications Suite, the service integrates with finance, HR, field service, and supply chain applications to improve operational efficiency and enhance customer experience.

Positive

• Named Leader in Gartner Magic Quadrant for 12th consecutive time
• Strong AI integration capabilities for customer service automation
• Comprehensive integration with other Oracle Cloud applications

Negative

• None.

Insights

Enterprise Software Analyst

Oracle's twelfth consecutive leadership position in Gartner's Magic Quadrant for CRM Customer Engagement Center carries significant strategic implications beyond mere recognition. The consistent leadership streak validates Oracle's long-term vision in the $50+ billion CRM market, particularly as enterprises accelerate their digital transformation initiatives.

The emphasis on AI capabilities throughout Oracle's service suite reflects a important market differentiator. By embedding AI across the entire customer service lifecycle - from predictive analytics to automated resolution - Oracle is addressing the critical challenge of scaling customer service operations while maintaining quality. This is particularly valuable as organizations face increasing service request volumes and complexity.

The integration of Oracle Service with the broader Oracle Fusion Cloud Applications Suite represents a strategic advantage that competitors can't easily replicate. This unified approach enables enterprises to create a seamless flow of data between customer service, finance, HR, and supply chain operations - a capability that becomes increasingly valuable as organizations seek to break down operational silos and improve service efficiency.

For Oracle's cloud business strategy, this recognition reinforces their position in the enterprise SaaS market, particularly important as organizations evaluate vendors for major digital transformation initiatives. The focus on AI-driven automation and integration capabilities directly addresses two primary enterprise pain points: operational efficiency and data connectivity across business functions.

AI innovation and the ability to orchestrate highly complex service needs position Oracle Fusion Cloud Service as standard of excellence in SaaS service technology

AUSTIN, Texas, Feb. 14, 2025 /PRNewswire/ -- Oracle today 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. 

To learn more about Oracle Service, visit: www.oracle.com/cx/service/

Gartner Disclaimer
Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Wynn White, 11 December 2024.

Gartner is a registered trademark and service mark, and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Oracle
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com.

Trademarks
Oracle, Java, MySQL and NetSuite are registered trademarks of Oracle Corporation. NetSuite was the first cloud company—ushering in the new era of cloud computing.

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SOURCE Oracle

FAQ

What recognition did Oracle (ORCL) receive in the 2024 Gartner Magic Quadrant?

Oracle was named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive time, recognized for its 'Ability to Execute' and 'Completeness of Vision'.

What are the key AI capabilities of Oracle (ORCL) Service platform?

Oracle Service platform offers AI-powered insights, authoring, recommendations, predictive analytics, self-service tools, digital assistants, chatbots, and AI-generated summaries to automate and streamline customer service operations.

How does Oracle (ORCL) Service integrate with other business functions?

Oracle Service integrates with Oracle Fusion Cloud Applications Suite, connecting data from finance, HR, field service, and supply chain applications to improve insights and operational efficiency.

What customer service automation features does Oracle (ORCL) Service provide?

Oracle Service provides AI-powered self-service tools, including digital assistants, chatbots, customer portals, automated advice, and knowledge libraries to reduce agent workloads and improve customer satisfaction.