Agentic AI for excellent customer experiences

Agentic AI CX

Oracle Fusion Cloud CX Agentic AI is changing the customer experience for good

With the new Oracle Fusion Cloud CX Agentic AI applications Oracle artificial intelligence to a new level. Companies no longer only benefit from classic CRM and automation functions, but also from intelligent AI agents that actively analyze processes, prepare decisions and take on tasks independently.

The focus is clearly on a modern customer experience: marketing, sales and service teams are supported by intelligent agents that interpret data in real time and derive specific recommendations for action. This results in faster processes, personalized customer approaches and better decisions along the entire customer journey.

The new Agentic Applications within Oracle Fusion Cloud CX help companies to automate routine tasks and increase the quality of customer interaction at the same time.

Marketing

AI agents analyse target groups, identify cross-selling potential and create personalized campaign content automatically. This enables marketing teams to react faster and implement campaigns more efficiently.

Sales

In sales, the platform identifies risks associated with contract renewals at an early stage, analyses quotation data and automatically suggests optimizations. The new Sales Command Center also supports sales teams with intelligently prepared presentations, follow-up emails and recommendations for action.

Service

In customer service, intelligent agents analyze support histories and customer behaviour in order to identify potential escalations at an early stage. This enables service teams to react more quickly and improve customer satisfaction in the long term.

Native integration into the Oracle Fusion platform

A major advantage of the Oracle Fusion Cloud CX Agentic AI applications is the native integration into the existing Oracle Fusion platform. All AI-supported decisions are based on existing business rules, security guidelines and real-time data. As a result, companies benefit from a secure, scalable and consistent solution without additional data silos.

The applications are thus evolving from a classic “system of record” to a genuine “system of outcomes” – in other words, a platform that actively helps to achieve business goals more quickly.

Video: Oracle Fusion Cloud CX Agentic AI in practice

In the video, we show how Oracle Fusion Cloud CX Agentic AI optimizes sales processes, intelligently automates customer communication and actively supports companies in achieving their business goals.

Further information

You can find more information about our CX and AI solutions on the website of Oracle Fusion Cloud CX and on our primeone CX solution page.

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Microsoft Dynamics 365 recognized as a leader in customer service

Forrester Wave Q1 D365

Microsoft was recognized as a Leader in the latest Forrester Wave™: Customer Service Solutions, Q1 2026. Analysts evaluated providers of modern service solutions according to innovation, platform strategy, AI capabilities and customer benefit, among other criteria. The study thus confirms that Microsoft Customer Service continues to be strongly positioned in the market.

For companies, this award is more than just an analyst ranking, as it clearly shows where customer service is heading. Instead of isolated ticket systems, many companies now rely on intelligent platforms that combine data, processes and communication.

With Microsoft Dynamics 365 Customer Service, Microsoft combines service processes with AI, automation and tight integration with Microsoft 365, Microsoft Teams, Microsoft Azure and Microsoft Power Platform. As a result, service teams work faster while customers receive a better experience.

This is precisely why Microsoft Customer Service is becoming increasingly important for many companies. Today’s customers expect fast responses, personal support and smooth communication across multiple channels. At the same time, service organizations need to work more efficiently and keep an eye on costs.

Modern solutions create clear advantages here. Employees process cases faster because AI provides relevant information. Customers solve standard queries themselves, while teams gain more time for complex issues. Companies also improve the transparency, quality and controllability of their service processes.

We regularly experience that technology alone is not enough. Real added value is only created when processes are clearly defined and systems interact sensibly. This is precisely why we support companies from strategy to implementation – practically, efficiently and with a focus on measurable results.

Conclusion

The award in the Forrester Wave 2026 confirms a clear trend: customer service is becoming more intelligent, networked and automated. Investing in Microsoft Customer Service now not only strengthens support, but also sustainably improves customer satisfaction and competitiveness.

You can find more information here

A CRM must deliver results – not just manage data

CRM must deliver results

Many classic CRM systems were developed to manage contacts, activities and sales opportunities. That was sufficient for a long time. Today, however, companies expect much more. A modern CRM should not only store data, but also deliver measurable results.

It is precisely this change that is currently shaping the market. CRM solutions are evolving from pure administration systems into platforms that actively support sales, marketing and service. Companies want to work faster, make better decisions and improve customer experiences in a targeted manner. This is why CRM results are increasingly taking center stage.

Modern platforms such as Oracle combine CRM with automation, artificial intelligence and clear processes. This enables teams to identify opportunities earlier, prioritize leads better and respond to customer inquiries more quickly. At the same time, companies improve transparency and controllability along the entire customer journey.

However, CRM results are not achieved through technology alone. The decisive factor is how processes are designed, what data quality is available and how employees work with the system. Many companies today only use part of the actual potential of their CRM solution.

We regularly see that successful CRM projects always start with clear goals:

  • Should sales work more efficiently?
  • Should the service respond faster?
  • Should marketing deliver better leads?

Real business value is only created once these questions have been answered.

This is exactly where we support our customers: from strategy and implementation to the optimization of existing CRM landscapes. This is how software becomes a tool that creates concrete CRM results.

Conclusion

CRM can no longer be just a data system. Companies need solutions that improve processes, support teams and deliver measurable results. Those who use CRM strategically create sustainable competitive advantages.

Microsoft 2026 Release Wave 1: AI and automation become the standard

MS 2026 Wave1

With the Microsoft Release Wave 1 2026 Microsoft introduces many innovations for Microsoft Dynamics 365, Microsoft Power Platform and Microsoft Copilot Studio. The current Microsoft Release Wave gives companies new opportunities for digitalization, automation and simpler processes.

Microsoft is improving functions in sales, customer service, finance, supply chain and other areas. At the same time, the company is integrating Copilot even more directly into daily work processes. This is precisely why the Microsoft Release Wave is of particular interest to many companies.

Employees find information faster, complete tasks more easily and make decisions with up-to-date data. Teams automate recurring tasks and thus gain more time for important topics. This saves effort and increases quality.

With the Microsoft Power Platform, companies digitize internal processes faster. Specialist departments implement ideas more quickly, while IT ensures clear rules. This is another reason why the Microsoft Release Wave creates real benefits.

We often see that new functions only become effective when they are used correctly. Many companies already use Microsoft Dynamics 365 or Microsoft 365, but only use some of the possibilities.

This is exactly where we support our customers. We advise, introduce new solutions and improve existing systems. Whether CRM, ERP, service processes or Copilot – the current Microsoft Release Wave offers many opportunities for companies that act now. Get off to a SMART start with us now.

Conclusion

The new Microsoft Release Wave clearly shows that AI and business software are growing ever closer together. Those who use important innovations early on simplify processes, save time and strengthen their own competitiveness.

More information directly from Microsoft

Market success in the age of Agentic AI

Agentic AI

How we at primeone accompany our customers on the way to end-to-end processes

The market for business software is currently undergoing profound change. With the emergence of agentic AI, a new generation of applications is being created that no longer merely support, but actively act within business processes. As primeone, it is clear to us that this change is not just about technology, but is fundamentally changing how companies work, make decisions and create value.

Oracle has supported this development with the further development of the AI Agent Studio and the introduction of Agentic Applications clearly visible. Applications are now able to carry out independent analyses, make decisions and trigger actions – embedded in existing business processes and based on consistent company data. This shifts the understanding of software away from systems that manage information towards solutions that actively contribute to the achievement of objectives.

For our customers, this means a clear change of perspective. The focus is no longer on the selection or implementation of individual systems, but on the question of how central business processes can be designed more intelligently, efficiently and consistently. Topics such as lead-to-cash, service-to-revenue or even cross-divisional HR and finance processes are coming more into focus. This is precisely where Agentic AI delivers its greatest added value by reducing manual activities, accelerating processes and creating a better basis for decision-making.

Our role as primeone is consistently evolving in this context. We no longer see ourselves exclusively as an implementation partner for individual solutions, but as a companion for holistic transformation. Together with our customers, we analyse existing processes, identify potential and develop solutions that combine technology, data and organization in a meaningful way. The aim is not to introduce as many systems as possible, but to map the right processes end-to-end and improve them sustainably.

A key success factor here is the departure from traditional silo thinking. Whereas projects used to be structured along clearly defined systems, today we think more in terms of end-to-end value streams. Our task is to structure these processes together with our customers, orchestrate them technologically and integrate them into the existing system landscape. The focus is on the interaction of all components – from data and applications to the interaction between humans and AI.

At the same time, it is becoming increasingly clear that the growing complexity of such end-to-end scenarios requires new forms of collaboration. No single partner can cover all requirements alone. This is why we deliberately rely on a strong ecosystem and cooperation with specialized partners. The result for our customers is not a patchwork of individual solutions, but a coordinated overall picture with a clear end-to-end claim.

This new market phase in particular presents a great opportunity. Companies that rethink their processes at an early stage and use Agentic AI in a targeted manner can leverage efficiency potential, improve their decision-making ability and secure sustainable competitive advantages. We accompany our customers on this path – from the initial idea to the concrete implementation and the continuous further development of the solution.

Our aim at primeone is not to view technology in isolation, but always in the context of the actual business benefit. We combine systems, processes and people to create integrated solutions that deliver measurable results and are sustainable in the long term.

Agentic AI is therefore not a short-term trend, but a sustainable change. The future belongs to companies that think holistically about their processes and make targeted use of the opportunities offered by new technologies. This is precisely where we support our customers – in a spirit of partnership, pragmatically and with a clear focus on real added value.

Digital tenders at Vienna Airport with dox42 & Power Automate

IMG 3565 scaled

Digital tenders at Vienna Airport: More efficiency with dox42 and Power Automate

We were able to present this project today at the dox42 Day in Vienna, together with Alexander Tschernutter (Vienna Airport) and Peter Paul Kirschner (ACP cubido), and show how procurement processes can be sustainably improved through intelligent automation.

Over 100 procurement procedures are carried out at Vienna Airport every year – from IT projects and construction services to vehicle procurement. Each tender must meet strict compliance requirements, go through several approval steps and be documented in an audit-proof manner.

This process used to be very manual. Documents were copied from templates, adapted and revised several times. Approvals were sometimes still made using printed circulation sheets. This led to long throughput times, increased potential for errors and limited transparency.

Together with ACP cubido and us, the process was completely digitalized with the help of dox42 and Microsoft Power Automate.

The solution combines automated document creation with digital approval processes. Tender documents are automatically generated from structured data, approvals are controlled digitally and documents are stored centrally and in an audit-proof manner. This creates a single source of truth for all parties involved.

The results speak for themselves:

  • Up to 75 % faster creation of tender documents
  • Up to 60 % faster approval processes
  • 100% auditable documentation
  • More transparency and fewer sources of error

Automation relieves purchasing staff of routine manual tasks and allows them to focus more on strategic issues.

Schmidt-Gevelsberg’s journey to success with Dynamics 365 Sales

D365 Schmidt Gevelsberg

A sales organization in transition: Schmidt-Gevelsberg's journey to success with Dynamics 365 Sales

Successful sales thrive on experience, personal customer knowledge and established relationships. However, it is precisely these strengths that present many medium-sized companies with new challenges at some point: Information has grown over the years in Excel lists, emails and individual filing structures – and is therefore difficult to use centrally. Transparency, traceability and efficiency are coming under increasing pressure.

Schmidt-Gevelsberg also had a strong technical sales team. At the same time, there was a growing awareness that a modern, digital basis was needed for the next development steps – a solution that would make day-to-day work easier, pool knowledge and enable better decisions. Together with primeone therefore launched a project that was not only intended to digitize processes, but also to further develop the entire way of working in sales.

The right basis: Dynamics 365 in the existing Microsoft environment

An important factor in the system decision was the existing IT landscape. Schmidt-Gevelsberg had already relied on Microsoft technology, which meant that Dynamics 365 Sales fitted perfectly into the overall picture. Familiar interfaces, a consistent user experience and seamless integration with Outlook ensured that the solution fitted naturally into the daily work routine right from the start – and was not perceived as an additional expense.

From an information silo to a genuine 360-degree view of the customer

The CRM implementation focused on one central goal: to bring together all sales-relevant information in one place and make it usable for everyone involved. Emails, appointments and activities are stored directly from Outlook in the CRM, customer histories are built up automatically and summarized in a meaningful way using AI-supported functions. Step by step, this creates a genuine 360-degree view of the customer – for field service, office staff and management alike.

A lean start that quickly makes an impact

In order to make the start as pragmatic as possible, we relied on our SMART START approach. Instead of an oversized project, we deliberately started lean and focused on the really relevant sales processes. The employees were involved at an early stage, were able to work productively quickly and experience initial successes directly in their day-to-day work. It was precisely this rapid benefit that was decisive for the high level of acceptance of the new solution.

Standardized processes instead of individual Excel logic

The joint analysis clearly showed how strongly previous processes were tied to individual people and their working methods. The introduction of Dynamics 365 Sales offered the opportunity to establish clear, standardized processes – from lead capture and opportunity management to structured customer and contact management. This has made many Excel spreadsheets superfluous; information is now centralized, up-to-date and can be found at any time.

A real game changer in field service

A particular milestone in the project was the digitalization of field service visit reports. What used to be a time-consuming and paper-based process is now carried out directly on the customer’s mobile device. Notes are recorded by voice input, automatically structured and saved in the CRM. The back office is involved in a targeted manner, tasks are not lost and customer contacts are fully documented. For Schmidt-Gevelsberg, this process is a real game changer – both in terms of time savings and data quality.

High acceptance through proximity, training and trust

Close support for employees during the introduction was a key success factor. Training sessions, open question and answer sessions and personal support gave them confidence in using the new platform. The feedback from the sales department clearly shows that the system noticeably supports daily work and is perceived as real added value.

Looking ahead: sales as part of an overall digital strategy

The journey is far from over with the introduction of Dynamics 365 Sales. Further expansion stages are already planned, for example in the area of marketing automation with Customer Insights – Journeys and the automation of quotation processes with dox42. The aim is to create a consistent, digital lead-to-quote process that integrates sales and marketing even more closely.

Conclusion: More than just a CRM project

The project at Schmidt-Gevelsberg impressively demonstrates that a CRM implementation can be much more than just the introduction of software. It is the starting point for a sustainable further development of sales – with more transparency, better collaboration and a future-proof digital basis.

"We are on the home straight, but I still need some practice in how and where I move in the sales environment. But I have a really great mentor in Dominik. I have rarely experienced his calm and understanding way of explaining things to someone and finding solutions for people from the 'non-IT world'."

Anette Eberhardt, Vertrieb

100 Agents. 16 working days. 0 downtime.

Erfolgreiche Umsetzung 365

Together with us, the ORS Group (simpliTV) successfully migrated from the Oracle Service Cloud to Microsoft Dynamics 365 Service – in record time! 💪

What was the challenge?
An expiring contract left no room for maneuver – the go-live had to be completed in just three weeks. With a focused MVP approach, close collaboration and a clear goal in mind, we were able to:

  • Completely migrate ticketing, e-mail & telephone communication
  • Train & convert 100 call center employees
  • Bring all core processes live without service interruption

The feedback from IT and the specialist department?
“The new system is more intuitive, faster – and the co-pilot makes you curious for more.”

We would like to thank the ORS / simpliTV team for their trust and look forward to the next steps together! 🙌

Chargebyte Digitizes Sales with Dynamics 365 Sales – Seamlessly Integrated and Future-Proof

D365 Chargebyte 1

Electromobility is booming – and with it, the demands on efficient sales processes are also increasing. Chargebyte, a specialist for communication solutions in the field of charging electric vehicles, has therefore decided on a future-proof CRM solution: The Salesforce platform previously used was successfully replaced by Microsoft Dynamics 365 Sales – with the support of us as an implementation partner.

Salesforce Replacement in Favor of User-Friendliness and Integration

The desire for more clarity, automated workflows, and seamless integration into Microsoft Dynamics 365 Business Central (BC) led to the decision for Microsoft. The advantages were obvious: Dynamics 365 Sales is not only more attractive in terms of licensing, but also offers maximum flexibility for individually configured sales processes.

Automated Sales Processes as a Competitive Advantage

Special attention was paid to lead and opportunity management. New leads are automatically classified according to product groups and assigned to the appropriate sales staff. In addition, reminder workflows ensure automated offer tracking – depending on customer classification (A, B, or C customers). This ensures faster reactions, more deals, and significantly relieves the sales team.

Business Central Integration as a key component

Since Chargebyte already uses Microsoft Dynamics 365 Business Central as an ERP system, the decision for Dynamics 365 Sales was strategically sensible. The seamless interface enables a continuous process from initial contact to offer and order processing – without media breaks, without data loss.

Manage CRM Yourself – Even after the Go-Live

Another success: The complete administration of the solution is now in the hands of the internal Chargebyte team. Adjustments can be made without external support – a great advantage in the dynamic environment of electromobility.

“Dynamics 365 Sales has not only simplified our processes, but also gives us back control over our system – exactly what we were looking for,” says the project team at Chargebyte.

Conclusion: Scalable CRM for a Dynamic Company

With the replacement of Salesforce and the introduction of Microsoft Dynamics 365 Sales, Chargebyte has consistently digitized its sales processes. The close integration into the Microsoft world and the automation of central processes offer an ideal basis for further growth – quickly, efficiently, and future-proof.

👉 Read more about the reference now: Chargebyte – Sales automation for electromobility