Amdocs recognized in the 2025 Gartner® Market Guide
Amdocs’ Customer Engagement Platform integrates AI, GenAI, and agentic capabilities to power seamless, personalized experiences across all customer segments, supporting both B2C and B2B growth.
To stay competitive and grow, telecom operators are shifting focus toward smarter, AI-driven customer experience strategies. This means rethinking traditional BSS and embedding intelligence into how they engage, support, and grow their customer base, especially in the evolving B2B space.
For CIOs and business leaders, this is a critical moment to reevaluate the capabilities needed to meet rising expectations and unlock new revenue. Gartner’s latest Market Guide for CSP Customer Management and Experience Solutions outlines the industry's most urgent priorities, and we believe Amdocs’ Customer Engagement Platform is purpose-built to address them. We’re proud to be recognized as a Representative Supplier.
“The biggest change taking place in the communications service providers (CSPs) customer management and experience solutions market (CM&X) is the accelerating pace of integration of AI across the CM&X stack… Vendors are working to develop AI agents and agentic AI to support autonomous processes.”
Delivering what CSPs need, now
Amdocs' Customer Engagement Platform, part of our CES25 AI-native BSS-OSS suite, directly addresses the core needs Gartner outlines in the report. It unifies sales, care, commerce, and journey design for both B2C and B2B segments, enabling any user, customer or employee, to benefit from seamless, intelligent experiences. Whether you’re managing high-volume consumer self-service or complex enterprise CPQ workflows, it’s all connected, contextual, and configurable.
The platform is:
- GenAI- and agentic AI-powered: Domain-specific telco-trained AI agents support intelligent automation across catalog, CPQ, commerce, order ops, care, and more.
- Unified and composable: Bringing together CRM, customer data, journey orchestration, product catalog, and service under a single, modular architecture.
- SaaS-ready and flexible: Supporting cloud-native and SaaS delivery models to accelerate time to market and reduce total cost of ownership.
Fully aligned with industry imperatives
According to Gartner, CSPs are focusing their CM&X investments on three critical priorities:
- “Integrate further AI capabilities, including GenAI and AI agents” – to embed intelligence across journeys, interactions, and decisions.
- “Support B2B growth objectives” – to support complex enterprise sales, CPQ, and partner ecosystem expansion.
- “Enhance customer journeys and experience within and across channels for all customer segments” – to simplify omnichannel experiences with seamless, personalized self-service.
Amdocs is innovating precisely where it matters, ensuring CSPs don’t just adapt to market shifts, but lead them.
“Across all activities, CSPs will be seeking process efficiencies… increasing use of GenAI, and emergence and traction of AI agents.”
We also remain at the forefront of standards-based architecture, with TM Forum ODA-aligned components and open APIs that ensure smooth integration across systems, legacy and new.
Designed for Real Growth and Real Engagement
The Customer Engagement Platform is already helping leading CSPs around the world to:
- Launch new digital offerings for both B2C and B2B with speed and simplicity
- Personalize every interaction through AI-powered recommendations and insights
- Automate complex enterprise deals with intelligent CPQ and order flows
- Reduce operational overhead through low-code, configuration-led tools
- Unify care and commerce journeys across digital and human channels
It’s not just about being aligned with where the market is going, it’s about already being there. Amdocs offers a telco-grade solution that scales, adapts, and delivers results for any customer, any user, any engagement.
Want to learn more?
Explore the Customer Engagement Platform
Cite: Gartner, “Market Guide for CSP Customer Management and Experience Solutions,” Susan Welsh de Grimaldo, Amresh Nandan, Peter Kjeldsen, Will Rice, 4 June 2025.
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