Oracle has announced Fusion Agentic Applications for customer experience (CX). The new agentic applications are powered by teams of specialised AI agents that are outcome-driven, proactive, reasoning-based, and engineered for enterprise execution.
Built into Oracle Fusion Cloud Applications, Fusion Agentic Applications for CX can make and execute decisions within sales, service, and marketing processes by accessing unified enterprise data, workflows, policies, approval hierarchies, permissions, and transactional context.
Chris Leone, executive vice president of applications development, Oracle said: “Customer expectations and operational complexity have outpaced traditional systems, creating an urgent need for applications that don’t just support work, but actively drive positive customer outcomes,”
“With our new Fusion Agentic Applications for customer experience, sales, service, and marketing teams can move beyond static workflows to embrace outcome-focused execution that increases efficiency, builds loyalty, and expands revenue.”
By operating inside the existing Oracle Fusion Applications security framework, the new Fusion Agentic Applications can autonomously progress routine work within guardrails, and surface exceptions, trade offs, and decisions where human judgment materially changes the outcome.
There are five new Fusion Agentic Applications available within Oracle Fusion Cloud Customer Experience (CX), including:
- Contract Compliance Workspace: Helps sellers advance deals and protect revenue with end-to-end contract oversight across an enterprise contract portfolio to help identify, prioritise, and address risks.
- Cross-Sell Program Workspace: Helps sales teams achieve higher win rates, lower customer acquisition costs, identify growth opportunities, and drive predictable expansion revenue.
- Marketing Command Centre: Helps marketing teams identify new revenue opportunities, prioritise target segments, and launch the next best growth program based on unified enterprise signals.
- Sales Command Centre: Helps sales teams convert more leads, reduce churn, and accelerate revenue growth.
- Service Manager Workspace: Helps service teams improve service quality and accelerate resolution by continuously monitoring service operations and surfacing escalations, customer risk, and service performance.
