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
