The recognition highlights Smartflex, its unified platform, and Open's approach to embedding artificial intelligence directly into the utilities’ operational processes.
Open Intelligence has been named a Major Player in the 2026 IDC MarketScape for AI-Enabled Customer Experience Management (CXM) Solutions for Utilities. IDC MarketScape, a research program by IDC (International Data Corporation) is one of the most respected global assessments for evaluating the competitive fitness of solution providers based on their current capabilities and future vision.
This recognition reflects Open’s continued investment in Smartflex, its eighth-generation flagship platform, designed to unify Customer Information Systems (CIS), CRM, billing, Meter Data Management (MDM), Workforce Management, and Digital Engagement within a single architecture — offering utilities an integrated alternative to fragmented multi-vendor environments.
A central element of Open’s proposition is its approach to artificial intelligence. Rather than treating AI as an isolated layer, the company embeds it directly into operations through Alexandria, Smartflex’s intelligent agent engine. Micro-agents and heuristic AI models support workflow prioritization and operational decisioning, while generative AI capabilities enable automated agent creation and knowledge interaction within defined governance controls. This enables contextual assistance, intelligent routing, anomaly detection, and process automation, supporting faster, better-informed decisions without disrupting operational continuity.
The platform also stands out for its regulatory and operational flexibility. Backed by a rules engine built and refined over more than two decades, Smartflex enables utilities to adjust tariffs, workflows, collection processes, and commercial programs quickly, without extensive redevelopment. Additionally, Smartflex’s continuous update model — available in both cloud and on-premise environments — allows utilities to incorporate new capabilities progressively, avoiding the operational disruption of traditional large-scale modernization cycles.
Open deploys Smartflex using its own professional services team, ensuring deep product knowledge, stronger alignment between design and execution, and a more predictable cost structure for its clients.
William Corredor, CEO of Open, stated:
“This recognition from IDC confirms the strength of a vision we have built over many years: developing scalable and useful enterprise technology for utilities. At Open, we understand that digital transformation in this sector requires far more than isolated innovation — it demands unified platforms, AI embedded into the business, and real execution capability. This recognition reinforces our commitment to continue delivering solutions that help our customers operate more efficiently, respond with agility to regulatory change, and sustainably elevate the experience of their end users.”
Open currently operates in more than 19 countries, with over 150 implementations and more than 42 million end users. Its consolidated presence across Latin America and the United States, combined with its ongoing expansion into Europe, reflects a trajectory of sustained growth and a technology proposition of increasing relevance to global markets.
About IDC MarketScape
IDC (International Data Corporation) is the premier global provider of market intelligence, advisory services, and events for the information technology markets. With more than 1,300 analysts in over 110 countries, IDC provides global, regional, and local expertise on technology and industry opportunities.
In the utilities sector, IDC is recognized as one of the most influential sources of analysis, with dedicated research on the digital transformation of energy, water, and gas utilities worldwide. Its assessments guide technology procurement decisions for operators and regulators in both mature and emerging markets.
The IDC MarketScape is IDC’s vendor assessment model, designed to provide an objective overview of the competitive fitness of technology and service providers in specific markets. Its methodology combines qualitative and quantitative criteria to deliver a comprehensive evaluation that helps technology buyers make informed decisions about current and prospective vendors.
