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Oracle named a Leader among Customer Engagement Center solution providers—10 years in a row

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

2021 Gartner Magic Quadrant for the CRM Customer Engagement Center

Find out how Oracle Service helped organizations adapt to the global pandemic quickly—sometimes within two weeks.

A Leader in this Magic Quadrant, Oracle Service's unique offerings are:

  • Offering strong service anytime and on the channel a customer prefers
  • Balancing self-service and assisted service to deliver a meaningful, personalized experience
  • Using AI predictive service capabilities and process automation to automate and scale customer service

Predict service needs, automate processes, and deliver personalized responses

Oracle Service’s core offerings include:

  • Innovations focused on proactive and predictive service
  • Oracle Intelligent Advisor for automated advice and decisions through self-service and conversational channels
  • A scalable and functional knowledge management solution supports how both human and automated conversational agents take in information

Oracle Service—for B2C, B2B, and field service.

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021 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.

Provide the service customers want when and where they need it

Balance self-service with assisted customer service

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