Oracle named a Leader in the 2024 Gartner® Magic Quadrant for CRM Customer Engagement Center (CEC)

A Leader for more than a decade

We believe Oracle has maintained its positioning in the Leaders Quadrant in the Gartner Magic Quadrant for CRM CEC for more than a decade due to our ability to deliver critical functionality to enterprise service organizations in all service scenarios and for our dedication to continued innovation.

Read the report to gain an understanding of how top CRM CEC technology suites differ in their approach, highlighting strengths and challenges for Oracle's offering among other recognized vendors.

As today’s service organizations transition to fully automated customer service, Oracle Fusion Service is continuing to innovate. Embedded AI capabilities enable touchless service resolutions, boost agent productivity, and reduce system hopping and costly errors with a seamless connection to back-office systems, such as billing, supply chain, and product warranties.

Faster support, better outcomes, powered by AI

  • Reduce service agent workload while helping customers get the answers they need quickly with AI-powered self-service tools, such as digital assistants, chatbots, customer portals, knowledge libraries, and more.
  • Accelerate speed to resolution with a modern workspace that quickly guides your service team to the best outcomes. AI-driven predictive analytics help anticipate and solve problems before they affect users.
  • Ease complex case management with tools that streamline support engagements from inception to resolution, featuring AI-generated summaries and recommended knowledge to get agents up to speed.
  • Support field service workers with guided workflows and a mobile application that offers real-time access to asset details, service history, parts inventory, and an AI-powered help center that can recommend possible solutions.

Interested in learning more?

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

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This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle.

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