Oracle named a Leader in CRM Customer Engagement Center

Enlarge +

Deliver AI-first, end-to-end service automation with agility, scalability and security

For 13 consecutive times, Oracle has been recognized as a Leader in the Gartner® Magic Quadrant™ for the CRM Customer Engagement Center. We believe this sustained recognition validates our vision for the future of service where humans and AI work as a coordinated team.

Oracle showed a clear strategy, where AI runs the front line, resolving known issues instantly and anticipating customer needs. This frees up service teams to focus on what matters most: solving complex, unknown problems and building the lasting trust that drives business growth.

“Our vision is to provide the single, unified platform to manage the new, blended workforce of humans and AI, enabling proactive, autonomous service. Oracle’s AI-first service automation connects the front and back office for a single source of truth across the enterprise. This human-AI partnership comes to life when AI is natively fused with data across CX, SCM, and ERP, delivering faster and more accurate resolutions.”

“The report was titled as Magic Quadrant for CRM Customer Service Contact Centers in 2012."

Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson, 27 October 2025.

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.

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.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Oracle.