Oracle named a Leader in the 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center

The importance of customer service is more significant than ever. Today, customer service organizations must accelerate their transition from cost centers to drivers of business growth and operational excellence. According to Gartner 2023 Top Priorities for Customer Service & Support Leaders, “value-driven service and support organization” is the most relevant future of customer service trend.

Transforming into a value-driven service organization requires leveraging the latest customer service best-practices and technology innovation: manual service processes must be become automated, simple customer inquiries must be deflected to self-service digital channels, and critical business data—from customer intelligence to physical asset details—must flow effortlessly between front and back-office systems.

The entire Oracle Service organization is proud to be recognized a Leader in this Gartner Magic Quadrant report. Effective service organizations are now at the center of enterprises’ transformation and growth strategies. As a component of the Oracle Fusion Cloud Applications Suite, Oracle Fusion Service enables our customers to automate disjointed service workflows, deliver effortless self-service digital experiences, and resolve complex service requests.

Jim DiFronzo
GVP of Service Cloud Development

What makes Oracle Service a Leader?

Oracle Service equips customers to become value-driven service organizations. We believe Oracle's position as a Leader validates our investments in artificial intelligence and automated service workflows. Oracle Service offers critical service functionality including:

• Service Center: Oracle's core service request management and agent workspace solution that leverages the award-winning Redwood user experience. Service Center empowers agents with easy access to critical information allowing for the efficient resolution of customer requests.
• Digital Customer Service: A suite of modern digital service channels expected by consumers and business users including Oracle Digital Assistant, our AI-powered bot that offers conversational experiences via chat, SMS, and voice interfaces.
• Knowledge Management: A robust knowledge management platform that provides customer service organizations and customers with consistent, accurate, and searchable knowledge content.
• Intelligent Advisor: A no-code business rules and decision automation tool that guides agents and customers to the correct answer faster—a proprietary solution offered by no other service vendor. 

Adopt Oracle Service

Part of the Oracle Fusion Cloud Applications Suite, Oracle Service enables our customers to deliver efficient service outcomes at scale when and where customers engage. Oracle Service is a unified platform of apps, data, and capabilities enabling effortless self-service, agent-assisted service, and field service workflows tailored to your industry and use case. Learn more here.

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Wynn White, Drew Kraus, 1 November 2023 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. 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. 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 here.