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Given Oracle’s strengths in customer experience management, and the fact that Oracle remains a source of leading-edge customer engagement solutions, Ovum examines the risks and rewards for Oracle in becoming a fully equipped contact center provider.


  • For several years, Ovum has been expecting Oracle and other large, well-funded, data-centric software providers, including IBM, Google, Microsoft, and SAP, to enter the contact center market, but for a variety of reasons they have avoided this move despite the potential for success.

Features and Benefits

  • Analyzes the opportunity, risks, and potential rewards Oracle has in entering the contact center marketplace as a major competitor.
  • Allows contact center competitors to evaluate Oracle's ability to enter the marketplace with a competitive offering.

Key questions answered

  • What is the likelihood of Oracle disrupting the already anxious contact center marketplace with another competitive product?
  • Can Oracle be expected to continue being a trusted partner to the cloud contact center vendors it supports today?

Table of contents

Ovum view

  • Summary
  • The move to disrupt the market would not be Oracle's first
  • Oracle is at a decision point regarding contact center
  • The current state of the market could make the timing right


  • Further reading
  • Author