target audience: TECH BUYER Publication date: Nov 2024 - Document type: IDC MarketScape - Doc Document number: # US52038724
IDC MarketScape: Worldwide Service Providers for Utilities Customer Operations 2024 Vendor Assessment
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Abstract
This IDC MarketScape evaluates service providers for utilities customer operations globally. It analyzes vendors' capabilities, strategies, and comparative success in the marketplace. It looks at how their services (and products) will evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area. It aims to aid utilities as well as energy and water retailers decide on their current or future customer operations projects and assist vendors in deepening their understanding of the competitive landscape. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and highlights the most influential factors for success in this market in the short and long term.
"With the ongoing energy transition pushing the envelope of traditional customer operations, utilities must reassess their customer operations to ensure they are not hindering customer satisfaction, cost efficiency, and innovation," said Gaia Gallotti, research director, IDC Energy Insights. "This IDC MarketScape provides a critical evaluation of service providers, highlighting how they have evolved to support the transformative shift that changes in the CIS&B, customer experience management, customer engagement, and field service management software landscape has spurred."