Oracle named a Leader in the 2021 Gartner Magic Quadrant for CRM Customer Engagement Center for 10th year in a row

June 18, 2021 | 2 minute read
Carrie West
Senior Product Marketing Manager, Oracle Advertising and CX
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For the 10th consecutive year, Oracle Service was named a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center based on our ability to execute and our completeness of vision.

To learn more about Oracle’s position in this year’s Magic Quadrant, download the full report.

Service organizations are constantly challenged to deliver the right service at the right moment to keep customers happy and engaged. However, meeting this challenge in today’s marketplace is increasingly difficult as companies must now be able to distinguish themselves from their competitors at every customer touchpoint.

As a result, many service teams are now responsible for delivering service, as well as new efforts to provide a complete, seamless brand experience—a change that occurred rather quickly. According to McKinsey, “We have vaulted five years forward in consumer and business digital adoption in a matter of around eight weeks.”

A new era of customer experience

To meet the needs of this new market dynamic, Oracle set a new vision for our service products, allowing our customers to ultimately deliver what we call Customer Experience 3.0. This new era of customer experience (CX) will see customers proactively receiving service on the channel of their choice, with the overwhelming majority of service requests met immediately through automation.

Service agents will no longer be restricted by systems and business processes; instead, they can focus on building relationships and brand loyalty. After all, customer loyalty is the foundation for long-term business success, and one of the best times to develop strong customer relationships is when they need help.

Oracle Service’s new vision is based on three pillars: digital-first technologies, service automation, and connecting service teams to the rest of the enterprise to enable the delivery of a holistic brand experience. Key elements include the ways in which we develop and leverage our knowledge management tools, as well as unique solutions like Oracle Intelligent Advisor, which helps organizations deliver next-generation individualized service with consistent, automated advice across channels.

See Oracle Service in action with our interactive demo.

A partnership for CX success

Partnering with the right technology vendor to achieve this type of class-leading service experience is critical to driving business growth, and we're honored for Gartner’s recognition of Oracle’s track record of continuous delivery of innovations, as well as our continued focus on proactive and predictive service.

For more information about Oracle’s position in this year’s Magic Quadrant report, download the full report.

Looking for powerful and intelligent B2B, B2C, and field service solutions that connect relevant customer data across your organization to help you predict the need for service and deliver personalized customer experiences? See why you should choose Oracle Service over Salesforce or Zendesk.

Learn more about how Oracle Service can help improve customer service, build customer loyalty, and drive revenue with a quick product tour.

To keep up with the latest product enhancements and releases across Oracle Advertising and Customer Experience, visit

Carrie West

Senior Product Marketing Manager, Oracle Advertising and CX

Carrie West is a Senior Product Marketing Manager at Oracle. Focused on go-to-market initiatives for Oracle Sales, Carrie has extensive experience in setting strategy, driving execution, and obtaining measurable ROI for marketing and sales initiatives.

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