An AI-First Service Modernization Across 50+ Countries on Oracle CX
Challenge
A global financial and retail technology OEM with field service operations spanning more than 50 countries was running its service organization on a fragmented stack. Call center and field service teams across North America, South America, Europe, Africa, and Asia operated through different systems and processes, which made it hard to enforce a globally consistent customer experience, generate holistic reporting, or scale modern capabilities across the footprint.
The work sat inside a larger move off legacy on-premise systems (primarily SAP and Oracle E-Business Suite) onto Oracle’s Fusion portfolio across HCM, ERP, and CX. Within that broader migration, unifying service operations was a strategic priority for a hardware OEM whose service organization is core to the customer relationship, and a foundation for AI-driven automation that the legacy stack could not support.
Solution
Apex IT is implementing Oracle’s CX service suite as the single global platform for the company’s service organization. Oracle CX Service handles contact center operations, customer contracts, entitlements, field coordination, and analytic dashboards. Oracle Field Service Cloud brings a modern technician experience to the field workforce. Oracle CX Digital Customer Service gives customers and providers self-service options with AI-Assistant deflection and automated data capture. Oracle CX Subscription Management covers service entitlements and recurring contracts.
AI is built into the operating model. Apex is deploying Oracle’s AI Agent Studio to support service request creation, agent triage, summarization, generative AI assistance, multilingual translation, and structured email parsing, capabilities that change what a service agent can do in a global, multi-language environment. The Digital Customer Service layer pushes that same intelligence to the customer-facing channel, with AI-Assistant deflection handling routine inquiries before they reach a human agent.
The CX stack runs on Oracle Integration Cloud and is anchored to the company’s broader systems landscape: SAP, EBS R12, SAP ZULU, and B2B/FFS for work orders, inventory, billing, and contract management. Apex’s Oracle CX consulting team is leading the build, with Apex Oracle implementation services covering platform configuration, integration design, and the AI agent workflows that sit on top.
Results
The unified Oracle CX platform is bringing call center and field service operations across more than 50 countries onto a single global model, with consistent processes and holistic reporting replacing what was previously fragmented across regions. AI Agent Studio is changing the economics of service in a multi-language, multi-time-zone environment, with the AI layer handling triage, summarization, and routine deflection, so human agents can focus on cases that require human judgment.
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