Oracle Named a Leader for Twelfth Consecutive Time in the Gartner Magic Quadrant for the CRM Customer Engagement Center

Core Insights - Oracle has been recognized as a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center for its Oracle Fusion Cloud Service, marking the twelfth consecutive year of this recognition [1] - The report highlights Oracle's "Ability to Execute" and "Completeness of Vision," emphasizing its innovative capabilities in enhancing customer service [1][2] Company Overview - Oracle Cloud CX is a suite of applications that utilizes AI innovations to foster and manage customer relationships across marketing, sales, and service [3] - The embedded AI within Oracle Service acts as an advisor, analyzing connected data to improve operational efficiency and customer experience [3] AI Capabilities and Benefits - Organizations are leveraging Oracle's AI capabilities to automate service operations, enhance operational efficiency, and improve customer satisfaction [2] - Key features of Oracle Service include: - Automation of the complete customer service lifecycle with AI-powered insights and recommendations [7] - Acceleration of resolution speed through AI-driven predictive analytics [7] - Enhanced collaboration across departments by integrating data from various applications [7] - Reduction of service agent workloads via AI-powered self-service tools [7] - Streamlining service engagements with AI-generated summaries and knowledge articles [7]