Oracle has secured a 30-million-subscriber customer service automation deal with Latin American carrier Clay, leveraging this win to reinforce its dominance in telco field service during its Q4 2026 earnings call. The deal sits alongside wins from MasOrange, Vodafone, Kyivstar, and e&, though most of these involve infrastructure or back-office migrations rather than direct customer service transformation. Clay represents Oracle's clearest proof point for AI-driven CX in the region, and the scale—30 million subscribers—places it alongside Oracle's most prominent telco deployments like DISH, which achieved a 40% reduction in "Where's my tech?" calls and a 95 NPS score. Oracle's installed base across 15 of the world's top 15 telcos gives it genuine structural advantage in field service integration that neither Salesforce nor ServiceNow has replicated. Yet the operative word is "yet."
Both competitors are moving aggressively into the same territory. Salesforce's Agentforce for Communications, launched earlier this year, has already delivered measurable wins: Lumen Technologies saved $5.6 million in year one, whilst Personal—a Latin American telco under Telecom Argentina—is targeting 20-30% call reduction. That last customer is strategically significant; a Latin American telco choosing Salesforce for field-driven automation mirrors Oracle's Clay win almost exactly, suggesting both vendors are competing for the same customer profile in the same geography. ServiceNow's Autonomous CRM for Telecom, unveiled at Mobile World Congress, has secured deployments with Bell Canada (25% improvement in response time, 90% positive AI accuracy ratings) and is piloting roaming resolution with NTT DOCOMO and StarHub. Neither rival matches Oracle's depth of telco penetration, but both now have named, measurable wins in customer service automation.
Oracle's response centres on outcome-based commercial pricing for its AI agents—charging per candidate screened, per upsell conversion, or per patient processed—rather than seat licenses or conversation volume. For enterprise buyers still building ROI cases for AI deployments, this shifts the risk calculus materially. The question for CX leaders evaluating these platforms is whether Oracle's installed base and integration depth can withstand competitors offering purpose-built telco solutions with cleaner commercial models. Oracle is fighting to extend its lead, and the fact that it must fight at all signals how rapidly the competitive terrain has shifted in telco CX.
Oracle has confirmed a string of telco customer wins, headlined by a deal with Latin American carrier Clay to automate customer service for 30 million subscribers. Announced during the company’s Q4 2026 earnings call, Oracle EVP Michael Sicilia was clearly excited about the Clay deal and was not shy
Oracle Wins 30M Subscriber Telco Deal as Rivals Close In CX Today