Oracle Lands 30M Subscriber Telco Deal as Salesforce and ServiceNow Close In

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 used it as proof of concept for the company’s AI-driven CX strategy. Speaking to analysts, 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. However, most of these deals fall under infrastructure or back-office migrations, with Clay and e& being the two with a direct customer service angle.

Oracle’s Position in Telco Field Service Is Genuine

Oracle claims 15 out of 15 of the world’s top telcos use its solutions, with field service management as a particular stronghold. DISH, for example, cut ‘Where’s my tech?’ calls by 40%, pushed on-time appointment arrival to 83%, and reached a Net Promoter Score of 95% after rolling out Oracle Field Service. AT&T, Vodafone UK, Telefonica, and Bharti Airtel are all in the same installed base.

That kind of depth gives Oracle a durable advantage in field service that neither Salesforce nor ServiceNow has matched 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 for telco: billing resolution, churn prevention, SLO monitoring, and guided field selling. Early numbers are impressive: Lumen Technologies saved $5.6 million in its first year; One NZ posted a 4x increase in engagement; and Personal, a Latin American telco, is targeting a 20-30% reduction in support calls. Notably, Personal is geographically and functionally the same profile as Clay—showing both companies are fishing in similar waters.

ServiceNow unveiled Autonomous CRM for Telecom at Mobile World Congress in March 2026, including AI agents for billing disputes, service repair, network incidents, and order fulfillment. Bell Canada reported a 25% improvement in customer response time, with case managers rating AI accuracy positively in 90% of interactions.

Neither rival can match Oracle’s depth of telco penetration, but both now have named, measurable wins in telco customer service automation and are building product lines to pull telcos away from legacy platforms—which often means Oracle.

Oracle’s Response: Agents Priced on Outcomes

Sicilia’s counter-move 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 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 a growing string of new market wins in regions like Latin America. But it no longer has a monopoly on the narrative. 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 how competitive this market has become.