Worldwide Customer Experience Platforms for Telecommunications 2025 Assessment

This document is an IDC MarketScape report that evaluates worldwide customer experience (CX) platforms specifically for the telecommunications sector in 2025. It outlines the current state of the telecom industry, emphasizing the need for companies to enhance customer experience as a key digital transformation investment. The report details the essential functionalities that CX platforms must provide, including omni-channel engagement, AI-driven features, and customer journey mapping tools. It also discusses the importance of vendor integration with telecom-specific systems and the criteria for vendor inclusion in the assessment. Additionally, the report provides advice for technology buyers on selecting CX platforms, focusing on organizational alignment, AI capabilities, integration, governance, and change management strategies. The document includes vendor profiles, highlighting Amdocs as a leader in the market, detailing its strengths, challenges, and suitability for telecom operators with complex customer experience needs.