Customer service is at a crossroads. Companies are challenged by rising costs, 24/7 customer expectations, and high employee-attrition rates across customer service organizations. Traditional customer service applications are designed to handle customer interactions manually, by initiating various individual tasks to fulfill those requests. This has created fragmented and broken workflows that are in desperate need of modernization.
This is where Oracle comes in. Our strategy for customer service is redefining the space, where AI Agents and humans work together as a team, orchestrating cross-enterprise, autonomous workflows at scale.
We are honored that Oracle has been named a Leader in the Gartner® Magic Quadrant™ for the CRM Customer Engagement Center for 13 consecutive times. We believe this sustained recognition validates our vision, strategy, and execution of offering an AI-first service solution.
Download the complimentary 2025 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center report to see why Oracle is a Leader.
“We believe this recognition reflects our commitment to transforming service from a reactive cost center to a proactive revenue driver. In our AI-first model, the system handles the knowns, allowing humans to do what they do best: solve novel problems and design the customer experiences of tomorrow. It’s a future where AI leads, and human expertise matters more than ever.”
From Reaction to Orchestration
The traditional service model is reactive. Our AI-first model is proactive, beginning with AI and analytics working together to spot problems before they escalate. Instead of waiting for a flood of tickets, the system automatically clusters similar service requests, identifying fast-growing issues and resolving the known ones instantly.
When the Triage Agent flags a novel issue, an “unknown,” it intelligently loops in the right human experts. This is where the partnership comes to life. The experts solve the problem once, that solution is captured as knowledge, and the Resolution Agent helps turn today’s exception into tomorrow’s standard, automated process.
Where Humans Matter More
With AI handling the knowns, service teams can finally be freed from repetitive tasks to focus on high-value, high-empathy work. Their role shifts from reactive fixer to strategic orchestrator. They are elevated to focus on the moments that build lasting trust: providing expert guidance and white-glove support when it’s needed most, or building new AI agents and workflows to expedite resolution of the complex problems of tomorrow. This AI-first model directly impacts the bottom line, driving faster resolutions, higher customer satisfaction, and reduced costs.
Enterprise-Ready AI: The Difference is the Data
This sophisticated human-AI partnership fails without a single source of truth. While many AI projects stall at the proof-of-concept phase, Oracle’s platform provides the guidance and guardrails for enterprise success. Our AI is natively fused with data across CX, SCM, and ERP, providing the critical context needed for accurate, secure, and scalable autonomous service.
Learn more about Oracle Service and how it delivers seamless service at scale.
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Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson, 27 October 2025
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The report was titled as Magic Quadrant for CRM Customer Service Contact Centers in 2012.