Amdocs named a Leader in IDC MarketScape: Worldwide Customer Experience Platforms for Telecommunications 2025 Vendor Assessment
We’re proud to share that Amdocs has been recognized as a Leader in the IDC MarketScape: Worldwide Customer Experience Platforms for Telecommunications 2025 Vendor Assessment.
We believe this recognition reinforces Amdocs’ role as the go-to partner for telecom operators seeking to transform their customer experience (CX) with AI-powered, telco-specific platforms that deliver value faster.
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.
Why we believe this recognition matters
According to the IDC MarketScape, “According to IDC's latest Telco Cloudification and Digital Transformation Survey, improving customer experience (CX) is telcos' number 1 digital transformation investment.” In today’s market, “basic connectivity is commoditized”, which means the ability to deliver signature, seamless experiences across B2C and B2B is what sets leading operators apart.
The challenge? Telecom environments are complex, with legacy IT stacks, multiple silos, and highly specialized processes. Telcos need a partner who not only understands this complexity but has the proven ability to transform it into simple, orchestrated, signature experiences that customers remember.
We believe Amdocs was recognized as a Leader because we bring together commerce, care, and service on a single telco-grade platform, spanning both Consumer and B2B, embedded with GenAI and agentic AI to create proactive, seamless experiences.
IDC MarketScape’s view on Amdocs
Key strengths include:
- Telco-specific expertise: “Amdocs brings decades of telecom expertise and a purpose-built, telco-specific platform that is tailored for complex CSP customer journeys across B2C and B2B. Its deep vertical specialization is evident”.
- AI and agentic automation: “The platform is supported by the Amdocs amAIz GenAI suite, delivering telecom-specific AI agents that proactively automate, personalize, and orchestrate experiences in real time, across all customer and employee journeys, alongside Microsoft Copilot for Sales and Microsoft Copilot for Service”.
- Cloud-native, modular architecture: “Its modular, cloud-native, API-first, and composable architecture empowers business users with configuration-led tools and intuitive low-code interfaces. The platform is designed to meet the complex needs of telecom operators.”
- Unified, future-ready platform: “The platform's modular and composable design supports AI-infused capabilities such as predictive configure-price-quote (CPQ), embedded journey orchestration (which enables cohesive engagement), and opportunity scoring to enhance conversion and shorten sales cycles. Amdocs' innovation, global footprint, and robust enterprise partnerships position it as a trusted enabler of next-gen monetization models.”
IDC MarketScape’s take
IDC MarketScape calls out the urgency for telcos to look ahead:
“AI capabilities from all suppliers are developing at pace. Today generative AI (GenAI) is being scaled. With agentic AI models evolving, buyers must think ahead. They should evaluate vendors based on their generative and agentic AI capabilities and the speed at which their solution and services enable customers to operationalize that road map.”
This is exactly where we believe Amdocs leads: bridging AI, agentic automation, and telco specificity to turn transformation into results, from higher NPS and customer satisfaction, to faster deal cycles, to new B2B and B2C revenue streams.
Amdocs on redefining Telco CX
“AI and GenAI agents are unlocking a new era in telecom customer experience, these technologies are transforming how we operate and serve our customers. For CSPs, the real power lies in GenAI’s ability to drive efficiency behind the scenes while enabling proactive, hyper-personalized engagement at scale.”
Delivering value fast
Amdocs continues to invest in technologies and solutions that empower CSPs to deliver seamless, signature experiences across both consumer and B2B, at scale:
- AI-powered low-code configuration: Enabling business teams to design and launch new journeys, quickly, without heavy IT lift.
- GenAI and agentic AI automation: Driving proactive, hyper-personalized engagement while streamlining back-end processes for efficiency and scale.
- B2B-ready: With GenAI enriched CPQ Pro, built to manage the complexity of enterprise sales and delivery cycles as effectively as consumer journeys.
- Accelerated time-to-value: Packaged deployments with out-of-the-box business flows and user journeys, reducing TCO and enabling CSPs to fast-track to a working system in as little as one week.
- Pre-integrated, telco-grade processes: From B2B CPQ Pro to intelligent order management, built to handle the complexity of telecom.
- Orchestration at scale: Journey-driven engagement that ensures every interaction, from browsing to billing, feels seamless, connected, and context-aware.
- Partnership-driven growth: through partnering with Microsoft, Nvidia and many others, we enhance our telco-grade platform with enterprise productivity and CRM capabilities, scale and state of the art tech.
Looking ahead
Amdocs continues to be a leader in telecom transformation, defining what the next era of customer experience looks like. By combining AI-powered intelligence with telco-specific expertise, we help CSPs deliver signature experiences that drive growth, deepen customer loyalty, and differentiate in the digital-first world.
