Industry Insights

IDC names Oracle a Leader

Oracle was named a leader by IDC in its MarketScape report on Customer Experience Management (CXM) Solutions for Utilities 2021 and also in Digital Customer Engagement Solutions for Utilities 2021.

Remco Takken August 16, 2021
IDC Names Oracle a Leader in Utilities Customer Engagement and Experience

IDC is a global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. It recognized Oracle’s efforts to present utilities with a full suite of solutions to help energy, gas, and water utilities deliver timely and connected experiences, whether they are setting up an account for the first time or getting tips to reduce energy use in their home. Oracle was the only vendor to lead in both Marketscape reports, highlighting its unique ability to help utilities deliver fast, intuitive, and connected experiences to customers.

Customer Experience Management
IDC’s MarketScape assessment of Customer Experience Management (CXM) software to utilities looks at providers worldwide. It analyzes vendors’ capabilities, strategies, and comparative success in the marketplace. It also looks at how their products and services might evolve. They provide metrics and context to utilities, evaluating potential technology partners in this solution area. It aims to help utilities and energy retailers decide on their current or future CXM implementations and assists vendors in deepening their understanding of the competitive landscape. Apart from Oracle, IDC’s global CXM overview of 2021 covers Hansen Technologies Group, Gentrack Group, Ferranti Computer Systems, SAP, Salesforce.com and Pegasystems. Topics covered are among others: cognitive/artificial intelligence, Customer Relationship Management applications, Software as a Service, and Technology Buyer.

Digital Customer Engagement Solutions

This figure from IDC MarketScape: Worldwide Digital Customer Engagement Solutions for Utilities 2021 Vendor Assessment

The IDC MarketScape report on digital customer engagement software to utilities worldwide analyzes vendors’ capabilities, strategies, and comparative success in the marketplace. It looks at how their products and services might evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area. It aims to aid utilities and energy retailers decide on their current or future customer engagement implementations and assists vendors in deepening their understanding of the competitive landscape. The report is directed at the vertical markets Energy, Energy-as-a-Service, Smart Metering and Smart Grid. “With the aim of becoming trusted energy advisors, energy retailers around the world are actively seeking to engage their customers by providing personalized, meaningful, and valuable experiences. For such a niche market, a rather large group of solution providers are playing the field of digital customer engagement, each carving out its space with unique combinations of functionalities and market plays,” said Gaia Gallotti, associate research director, IDC Energy Insights. “Utilities will need to dig deep in understanding their customers’ major pain points and what is most important to them to prioritize their digital customer engagement investments, as there is a wide breadth of functionalities for descriptive, diagnostic, predictive, prescriptive, and ecosystem engagement.” Apart from Oracle, companies covered are Bidgely, Powerley, Eliq, Watersmart Software, Smart Energy Water, Onzo, Advizzo, Uplight and Agentis Capital. Main topics: Customer Relationship Management applications, Digital transformation, Software as a Service and Technology Buyer.

Read More:
MarketScape: Worldwide Customer Experience Management (CXM) Solutions for Utilities 2021 
MarketScape: Worldwide Digital Customer Engagement Solutions for Utilities 2021