Oracle named a Leader in Customer Engagement Center solutions (again)

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

2023 Gartner® Magic Quadrant for the CRM Customer Engagement Center

Read the report to understand how vendors differ in their approach to helping businesses engage and support customers, and why Oracle was named a Leader.

We believe Oracle has been named as a Leader in CRM customer engagement center software due, in part, to its connected capabilities across customer support, service request and case management, customer self-service, service automation, knowledge management, and field service.

Automate and elevate service experiences with AI-powered capabilities

Oracle Service helps service teams revolutionize how they engage and support customers by:

  • Helping customers get answers fast via AI-powered self-service tools such as digital assistants, chatbots, customer portals, and knowledge libraries
  • Accelerating speed to resolution with a service agent workspace that quickly guides your teams to the best support resolution
  • Supporting mobile workers to complete field service activities at a customer’s home, office, or installed asset location

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Wynn White, Drew Kraus, 1 November 2023

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.

GARTNER is a registered trademark and service mark, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Provide the service customers want when and where they need it

Balance self-service with assisted customer service

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