Oracle proudly announces its recognition as a Leader in the prestigious 2023 Gartner Magic Quadrant for CRM Customer Engagement Center. Specifically acknowledged for Oracle Fusion Service, a key component of Oracle Fusion Cloud Customer Experience (CX), this accolade signifies Oracle’s leadership based on both Completeness of Vision and Ability to Execute. Among the twelve companies assessed, Oracle stands out as a frontrunner, reflecting its commitment to delivering exceptional customer engagement solutions.
Customer expectations for swift, accurate, and consistent service across all contexts are met by Oracle Fusion Service. This offering, fueled by Large Language Models and AI, is intricately woven into Oracle Cloud Infrastructure. Organizations globally, spanning diverse industries, leverage Oracle Fusion Service to amplify agent productivity, optimize customer service, and elevate the overall customer experience.
Oracle Fusion Service empowers organizations to:
- Improve Service Delivery with Generative AI: Leverage generative AI to enhance service agent and field technician productivity by automating service request summaries, authoring knowledge articles, and drafting responses.
- Support Every Service Scenario: Address diverse support scenarios, handling massive volumes of inquiries and supporting complex, long-cycle service cases for both B2B and B2C organizations.
- Provide Always-On Self-Service: Deploy AI-powered chatbots for 24/7 self-service, automating customer responses and surfacing relevant knowledge content.
- Enhance Agent Productivity with Action-Oriented UI: Oracle’s action-oriented user interface streamlines issue resolution by providing agents with efficient access to service request data, account information, knowledge tools, and AI-driven recommendations.
- Collaborate Across Departments: As part of the Oracle Fusion Cloud Applications Suite, Oracle Fusion Service facilitates seamless collaboration across departments, integrating finance, HR, supply chain, and customer experience data on a single, unified cloud platform.
Jeff Wartgow, Vice President at Oracle, emphasizes the significant evolution in customer experience, from traditional contact centers to today’s digital-first self-service landscape. Wartgow envisions a future where service organizations fully embrace automation, and Oracle Fusion Service plays a pivotal role in this transformation. Being named a Leader in Gartner’s report is a testament to Oracle’s ongoing investments in innovation and its unwavering commitment to customer success. Oracle Fusion Service enables organizations to leverage AI and automation, offering advanced self-service capabilities and empowering agents to deliver superior, faster service.