Oracle Named a Leader for Twelfth Consecutive Time in the Gartner Magic Quadrant for the CRM Customer Engagement Center
Oracle (ORCL) has been named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive time. The recognition highlights Oracle Fusion Cloud Service's 'Ability to Execute' and 'Completeness of Vision' in delivering customer service solutions.
The company's Oracle Service platform offers AI-powered capabilities that help organizations:
- Automate the complete customer service lifecycle
- Accelerate resolution speed through predictive analytics
- Enable cross-department collaboration
- Reduce agent workloads with self-service tools
- Streamline service engagements with AI-generated summaries
As part of Oracle Fusion Cloud Applications Suite, the service integrates with finance, HR, field service, and supply chain applications to improve operational efficiency and enhance customer experience.
Oracle (ORCL) è stata nominata Leader nel Magic Quadrant 2024 di Gartner per il CRM Customer Engagement Center per la dodicesima volta consecutiva. Questo riconoscimento evidenzia la 'Capacità di Esecuzione' e la 'Completezza della Visione' del servizio Oracle Fusion Cloud nell'offrire soluzioni per il servizio clienti.
La piattaforma Oracle Service dell'azienda offre funzionalità potenziate dall'IA che aiutano le organizzazioni a:
- Automatizzare l'intero ciclo di vita del servizio clienti
- Accelerare la velocità di risoluzione attraverso analisi predittive
- Consentire la collaborazione tra i vari dipartimenti
- Ridurre i carichi di lavoro degli agenti con strumenti di self-service
- Semplificare gli impegni di servizio con riassunti generati dall'IA
Come parte della Oracle Fusion Cloud Applications Suite, il servizio si integra con le applicazioni di finanza, risorse umane, servizio sul campo e catena di approvvigionamento per migliorare l'efficienza operativa e migliorare l'esperienza del cliente.
Oracle (ORCL) ha sido nombrada Líder en el Cuadrante Mágico de Gartner 2024 para el Centro de Compromiso del Cliente CRM por duodécima vez consecutiva. Este reconocimiento destaca la 'Capacidad de Ejecución' y la 'Completitud de la Visión' del servicio Oracle Fusion Cloud en la entrega de soluciones de servicio al cliente.
La plataforma Oracle Service de la compañía ofrece capacidades potenciadas por IA que ayudan a las organizaciones a:
- Automatizar todo el ciclo de vida del servicio al cliente
- Acelerar la velocidad de resolución a través de análisis predictivos
- Permitir la colaboración entre departamentos
- Reducir la carga de trabajo de los agentes con herramientas de autoservicio
- Optimizar los compromisos de servicio con resúmenes generados por IA
Como parte de la Oracle Fusion Cloud Applications Suite, el servicio se integra con aplicaciones de finanzas, recursos humanos, servicio de campo y cadena de suministro para mejorar la eficiencia operativa y enriquecer la experiencia del cliente.
오라클 (ORCL)은 2024 가트너 매직 쿼드런트 CRM 고객 참여 센터에서 12년 연속 리더로 선정되었습니다. 이 인정은 고객 서비스 솔루션을 제공하는 데 있어 Oracle Fusion Cloud Service의 '실행 능력'과 '비전의 완전성'을 강조합니다.
회사의 Oracle Service 플랫폼은 조직이 다음을 수행할 수 있도록 돕는 AI 기반 기능을 제공합니다:
- 고객 서비스 전체 수명 주기 자동화
- 예측 분석을 통한 해결 속도 가속화
- 부서 간 협업 지원
- 셀프 서비스 도구로 상담원 업무량 감소
- AI 생성 요약으로 서비스 참여 간소화
Oracle Fusion Cloud Applications Suite의 일환으로, 이 서비스는 재무, 인사, 현장 서비스 및 공급망 애플리케이션과 통합되어 운영 효율성을 향상하고 고객 경험을 개선합니다.
Oracle (ORCL) a été nommé Leader dans le Magic Quadrant 2024 de Gartner pour le Centre d'Engagement Client CRM pour la douzième fois consécutive. Cette reconnaissance souligne la 'Capacité d'Exécution' et la 'Complétude de la Vision' du service Oracle Fusion Cloud dans la fourniture de solutions de service client.
La plateforme Oracle Service de l'entreprise offre des capacités alimentées par l'IA qui aident les organisations à:
- Automatiser l'ensemble du cycle de vie du service client
- Accélérer la vitesse de résolution grâce à des analyses prédictives
- Faciliter la collaboration entre départements
- Réduire la charge de travail des agents avec des outils d'auto-service
- Rationaliser les engagements de service avec des résumés générés par l'IA
Dans le cadre de la suite d'applications Oracle Fusion Cloud, le service s'intègre aux applications de finance, de ressources humaines, de service sur le terrain et de chaîne d'approvisionnement pour améliorer l'efficacité opérationnelle et enrichir l'expérience client.
Oracle (ORCL) wurde zum zwölften Mal in Folge als Leader im Gartner Magic Quadrant 2024 für CRM Customer Engagement Center ausgezeichnet. Diese Anerkennung hebt die 'Fähigkeit zur Ausführung' und die 'Vollständigkeit der Vision' des Oracle Fusion Cloud Service bei der Bereitstellung von Kundenservice-Lösungen hervor.
Die Oracle Service-Plattform des Unternehmens bietet KI-gestützte Funktionen, die Organisationen helfen:
- Den gesamten Kundenservice-Lebenszyklus zu automatisieren
- Die Lösungszeit durch prädiktive Analysen zu beschleunigen
- Die bereichsübergreifende Zusammenarbeit zu ermöglichen
- Die Arbeitslast der Agenten mit Self-Service-Tools zu reduzieren
- Die Service-Engagements mit KI-generierten Zusammenfassungen zu optimieren
Als Teil der Oracle Fusion Cloud Applications Suite integriert sich der Service mit Finanz-, Personal-, Außendienst- und Lieferkettenanwendungen, um die betriebliche Effizienz zu verbessern und das Kundenerlebnis zu steigern.
- Named Leader in Gartner Magic Quadrant for 12th consecutive time
- Strong AI integration capabilities for customer service automation
- Comprehensive integration with other Oracle Cloud applications
- None.
Insights
Oracle's twelfth consecutive leadership position in Gartner's Magic Quadrant for CRM Customer Engagement Center carries significant strategic implications beyond mere recognition. The consistent leadership streak validates Oracle's long-term vision in the $50+ billion CRM market, particularly as enterprises accelerate their digital transformation initiatives.
The emphasis on AI capabilities throughout Oracle's service suite reflects a important market differentiator. By embedding AI across the entire customer service lifecycle - from predictive analytics to automated resolution - Oracle is addressing the critical challenge of scaling customer service operations while maintaining quality. This is particularly valuable as organizations face increasing service request volumes and complexity.
The integration of Oracle Service with the broader Oracle Fusion Cloud Applications Suite represents a strategic advantage that competitors can't easily replicate. This unified approach enables enterprises to create a seamless flow of data between customer service, finance, HR, and supply chain operations - a capability that becomes increasingly valuable as organizations seek to break down operational silos and improve service efficiency.
For Oracle's cloud business strategy, this recognition reinforces their position in the enterprise SaaS market, particularly important as organizations evaluate vendors for major digital transformation initiatives. The focus on AI-driven automation and integration capabilities directly addresses two primary enterprise pain points: operational efficiency and data connectivity across business functions.
AI innovation and the ability to orchestrate highly complex service needs position Oracle Fusion Cloud Service as standard of excellence in SaaS service technology
"Consistently delivering exceptional customer service today is hard. Service teams are expected to resolve issues faster, manage higher volumes of requests, and navigate intricate dependencies on back-end systems — all while keeping customers happy," said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. "Organizations that embrace cutting-edge technology are much better positioned to meet these increasing demands and stay ahead of the competition. We believe Gartner's recognition underscores Oracle's reliable delivery of innovative capabilities that help customers reduce friction across the customer service lifecycle and deliver outstanding customer experiences."
Organizations across all industries are leveraging the AI capabilities within Oracle Service to automate service operations, improve operational efficiency, and enhance customer satisfaction. With Oracle Service, organizations can:
- Automate the complete customer service lifecycle: AI-powered insights, authoring, and recommendations across the service lifecycle help organizations more efficiently deliver service that elevates the entire customer experience.
- Accelerate speed to resolution: A modern workspace with AI-driven predictive analytics quickly guides service agents to the best outcomes and help them anticipate and solve problems before users are impacted.
- Collaborate across departments: As part of Oracle Fusion Cloud Applications Suite, Oracle Service helps organizations improve insights with connected data from finance, HR, field service, and supply chain applications.
- Reduce service agent workloads: AI-powered self-service tools, such as digital assistants, chatbots, customer portals, automated advice, and knowledge libraries, help customers quickly get answers which enables service agents to focus on high-value cases.
- Streamline service engagements: AI-generated summaries and recommended knowledge articles get service agents up to speed faster even with the most complex cases.
Oracle Cloud CX is a connected suite of applications that leverage the latest AI innovations to help organizations create, manage, serve, and nurture lasting customer relationships across marketing, sales, and service. Embedded AI acts as an advisor and assistant helping to analyze connected data to enhance operational efficiency and improve customer experience.
To learn more about Oracle Service, visit: www.oracle.com/cx/service/
Gartner Disclaimer
Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Wynn White, 11 December 2024.
Gartner is a registered trademark and service mark, and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the
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.
About Oracle
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com.
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