Oracle named a Leader in CRM Customer Engagement Center
Drive service outcomes and earn customer trust with AI built to execute
For the 14th consecutive time, Oracle has been named a Leader in the Gartner® Magic Quadrant™ for the CRM Customer Engagement Center. We believe this recognition reflects our commitment to moving service from AI assistance to AI execution, resolving customer needs and earning lasting trust.
Oracle Fusion Service brings AI agents and people together with enterprise data, trusted knowledge, and workflows to drive service outcomes. This further establishes our goal of offering a proactive service solution where AI executes within defined authority and people set objectives, retain control, and apply judgment where it matters.
“Customers judge service by whether we resolve their needs and deliver on our promises. That takes data and context from across the enterprise. We continue to build a solution where AI uses that foundation to execute the work of resolution, governed by business rules. People define the outcomes and retain accountability, while AI executes within that authority. That’s how we help organizations protect customer trust, improve retention, and reduce cost-to-serve.”
* Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Jim Robinson, Drew Kraus, Francesco Vicchi, Devra Struzenberg, 2 November 2026.
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