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 about using it as proof of concept for the company’s AI-driven CX strategy.
Speaking to analysts on the call, he said:
“This is why Clay, a major telecommunications provider in Latin America, chose OCI Field Service applications and our AI data platform to automate customer service for their 30 million subscribers this quarter.”
Alongside Clay, Oracle cited MasOrange, Vodafone, Kyivstar, and UAE carrier e& as part of a broader telco momentum story.
But a closer look at those deals tells a more selective story, with most falling under infrastructure or back-office migrations. Clay and e& are the two with a direct customer service angle, and Clay is the one Oracle is leaning on hardest.
For a deal without a disclosed contract value, 30 million subscribers is still a credible win.
That figure puts it in the same weight class as some of Oracle’s most cited telco deployments, and it marks meaningful expansion in a region where competition for large telco contracts is intensifying.
Oracle’s Position in Telco Field Service Is Genuine
Before assessing what this quarter’s wins mean, it’s worth taking a closer look at Oracle’s telco credentials.
The company claims 15 out of 15 of the world’s top telcos use its solutions, with field service management as a particular stronghold, and there are case studies to back it up.
DISH is perhaps the most frequently referenced. After rolling out Oracle Field Service, the US carrier cut ‘Where’s my tech?’ calls to its contact center by 40%, pushed on-time appointment arrival to 83%, and reached a Net Promoter Score of 95%.
AT&T, Vodafone UK, Telefonica, and Bharti Airtel are all in the same installed base.
That kind of depth is not assembled overnight, and it gives Oracle a durable advantage in field service that neither Salesforce nor ServiceNow has come close to matching yet.
The operative word, however, is yet.
Two Competitors Moving Fast in the Same Direction
Salesforce launched Agentforce for Communications earlier this year, a suite of prebuilt AI agents built specifically for telco: billing resolution, churn prevention, SLO monitoring, and guided field selling.
The early numbers coming out of the initial deployments are impressive
Lumen Technologies reported saving $5.6 million in its first year; One NZ posted a 4x increase in engagement versus traditional service channels; and Personal, a Latin American telco operating under Telecom Argentina, is targeting a 20-30% reduction in support calls following its Agentforce deployment.
That last customer is worth noting. A Latin American telco choosing Salesforce for field-driven customer service automation is, geographically and functionally, the same profile Oracle just won with Clay. They are clearly fishing in similar waters.
ServiceNow made its own move at Mobile World Congress in March 2026, unveiling Autonomous CRM for Telecom, which includes AI agents covering billing disputes, service repair, network incidents, and order fulfillment.
Bell Canada deployed the solution and reported a 25% improvement in customer response time, with case managers rating AI accuracy positively in 90% of interactions.
NTT DOCOMO and StarHub are jointly piloting what ServiceNow describes as the industry’s first autonomous roaming resolution solution on the same platform.
Neither rival can match Oracle’s depth of telco penetration. But both now have named, measurable wins in telco customer service automation, and both are building product lines specifically designed to pull telcos away from legacy platforms, which, in several cases, means Oracle.
Oracle’s Response: Agents Priced on Outcomes
Sicilia’s counter-move, outlined during the call, centers on a shift to outcome-based commercial pricing for Oracle’s AI agents.
Instead of seat licenses or conversation charges, Oracle is introducing models that tie cost directly to results: interview agents charged per candidate screened, hospitality agents charged on upsell conversion rates, and healthcare agents priced on patient throughput.
“What is new is that we are now expanding that offering across our entire fleet, and across all of our applications, including the Fusion suite,” Sicilia confirmed.
For enterprise buyers – many of whom are still trying to build a credible ROI case for AI agent deployments – that commercial shift is potentially significant.
It lowers the risk threshold and puts Oracle in a different conversation than vendors still selling on capacity or seat count.
Whether outcome-based pricing is enough to hold the line against Salesforce and ServiceNow’s expanding telco ambitions is an open question.
Oracle has the installed base, the integration depth, and now a growing string of new market wins in regions like Latin America. But what it doesn’t have is a monopoly on the narrative anymore.
This quarter’s results show Oracle is fighting to extend its lead in telco CX – and the fact that it’s having to fight at all tells you something about how competitive this market has become.
