For more than a decade, Oracle B2C Service Cloud (RightNow) served as the foundation for delivering exceptional customer experiences across industries and around the world. It has helped various organizations manage complex service operations and build trusted customer relationships. But as technology, agents, and customer expectations evolve, so must the platforms that support them.

That is why Oracle is excited to introduce the RightNow to Fusion Service Transformation Program — a strategic, partner-friendly, and customer-focused pathway to our next-generation, Agentic AI–driven service platform: Oracle Fusion Service and Fusion AI Agents Studio.

The RightNow platform has been foundational, but many customers are finding that it now limits their Agentic AI ability to scale and innovate at the pace today’s markets demand. Fusion Service represents the next step in that evolution — built for agility, intelligence, and integration, with AI in mind.

Embedded AI for All Types of Service Interactions

This transition is about more than technology; it is about empowering growth, preserving value with AI Agents, and rewarding customer loyalty. Key reasons behind this revamp include:

  • Unlocking innovation: Fusion Service brings AI-driven insights, service automation, and modern digital engagement tools.
  • Protecting customer value: While customers move to Fusion, Oracle is committed to maintaining recurring revenue alignment and long-standing relationships.
  • Enterprise Suite:  Fusion ERP, SCM, HCM, and CX—operate on a unified platform and shares the same AI Agents Studio, enabling a true 360-degree customer view aligned with the organization’s unique service approach.
  • Rewarding modernization: Customers aligning with Oracle’s CX vision will gain early access to new capabilities and modernization benefits across the entire suite.

In short, Fusion Service is the engine of innovation for the “Future of Service.”

Embedded AI Agents in the End-to-End Service Workflow

To ensure customers can transition confidently, Oracle has designed a migration program that prioritizes flexibility, support, data security, and cost neutrality.  Please consult your sale representative for all the great benefits.

The Oracle B2C Service Cloud (RightNow) to Fusion Service Transformation Program represents more than a migration — it is a commitment to customer success, modernization, and growth. Oracle is helping customers move forward confidently, unlocking new efficiencies and innovation while maintaining the trusted relationships that have been built over time.

For any questions, please reach out to Nicole.James@oracle.com, Prabakar.Paulsami@oracle.com or ama_service_cloud_ww_grp@oracle.com.