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June 18, 2020

Oracle Named a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the 9th Year in a Row

By: Shawn Myers | Director, Product Marketing, Oracle Cloud CX Applications

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Oracle is proud to be named a 'Leader' in the Gartner 2020 Magic Quadrant for Customer Engagement Center, based on our ability to execute and our completeness of vision.

For service organizations, there has never been a more important time to deliver the right service at the right moment to keep customers happy and engaged. Today, marketplace differentiation has shifted away from merely standing out based on the goods or services you sell, to distinguishing yourself based on the quality of the experiences you deliver at each customer touchpoint.

In today’s “experience economy,” customer expectations could not be higher. When customers have the need for service, it’s critical they get the right support at the right time, in the right manner. Partnering with the right technology vendor to achieve this type of class-leading service experience is critical to driving your business growth. We're honored for Gartner’s recognition of Oracle’s track record of continuous delivery of innovations, with a focus on predictive service, which is an area we believe will become a central focus across multiple brands and industries.

Customers also expect to interact with brands over the channel of their preference. Delivering high quality interactions across an ever-growing number of channels requires an intense focus on service consistency. Oracle offers a stable, cost-effective path to adopting new channels of engagement, while ensuring consistency of experience through a unified agent desktop, knowledge management, and automation.

Customer loyalty is the foundation for long-term business success, and one of the best times to build long-term customer relationships is when customers need your help. Oracle is happy to be recognized for our continued determination in helping great brands deliver exceptional service experiences. Tackling a wide variety of unique challenges energizes us and drives our leadership and innovation. If you’re a service organization looking for a partner to help you overcome obstacles and elevate your customer experience, we’d love to hear from you!

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

 

 

 

Director, Product Marketing, Oracle Cloud CX Applications

Shawn Myers leads the B2C Product Marketing team for Oracle Marketing Cloud. Over a long career in Silicon Valley, Shawn has held marketing leadership roles with a wide variety of Martech and Adtech companies, including time spent leading Product Marketing for Responsys. With a passion for helping customers discover their unique value in complex technical solutions, Shawn works closely with marketing, sales, and service organizations to bring greater understanding and awareness to Oracle’s solutions.

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