Open, a global utility software company, and its AI-embedded platform Smartflex, are recognized in the IDC MarketScape 2026 — the study that evaluates providers of AI-enabled Customer Experience Management (CXM) solutions for the utility sector worldwide.
Open has been named a Major Player in the IDC MarketScape 2026 for AI-Enabled Customer Experience Management (CXM) Solutions for the utility sector. The recognition comes from IDC (International Data Corporation), the world’s leading market intelligence and advisory services firm. The IDC MarketScape is IDC’s vendor evaluation model, designed to provide an objective view of the competitiveness of technology and service providers in specific markets. Its methodology combines qualitative and quantitative criteria to produce a comprehensive assessment that helps technology buyers make informed decisions about current and potential vendors.
Open addresses one of the sector’s most persistent challenges — technological fragmentation — with an integrated platform that unifies Customer Information Systems (CIS), CRM, billing, Meter Data Management (MDM), Workforce Management (WFM), and digital engagement in a single system. That platform is Smartflex, Open’s flagship solution in its eighth generation, enabling utilities to operate with greater coherence, efficiency, and agility.
What sets Smartflex apart is how it incorporates artificial intelligence — not as a layer added on top of existing processes, but as an integral part of operations. Through Alexandria, Smartflex’s intelligent agent engine, utilities can enable agents to plan and execute transactions such as billing claims, service orders, and portfolio management. This is complemented by generative AI capabilities that automate decisions and task prioritization, all within strict governance frameworks.
Another key differentiator is its ability to adapt to market changes, both regulatory and business-driven. The utility sector operates in frequently shifting regulatory environments, and the ability to respond with agility can make the difference between a utility that leads change and one that chases it. Smartflex features multiple rules engines that allow utilities to create and modify business processes, collection workflows, commercial offerings, and customer experience programs without custom development. This is complemented by a continuous update model, available in both cloud and on-premises environments, that allows utilities to progressively incorporate new capabilities, technologies, and improvements — avoiding the operational disruption and high costs of traditional version upgrade projects.
In this regard, William Corredor, CEO of Open, stated:
“Being recognized in the IDC MarketScape validates a conviction that has guided every decision at Open: technology must translate into concrete results for our clients. This recognition is not a destination — it is confirmation that we are on the right path. Transforming the utility sector is a long-term challenge that demands consistency, vision, and a genuine commitment to those who trust us.”
Today, Open operates in more than 19 countries and supports over 42 million end customers. Its presence in the United States, Latin America, and its expansion into Europe reflects a trajectory of sustained growth and confirms its place in global markets. In a sector where regulatory, operational, and customer service pressures are relentless, this inclusion positions Open as a technology partner with the experience, scale, and vision to accompany the evolution of utilities.
About IDC
IDC (International Data Corporation) is the world’s leading market intelligence, advisory services, and events firm for information technology markets. With more than 1,300 analysts in over 110 countries, IDC provides global, regional, and local perspectives on technology and business opportunities.
In the utility 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 purchasing decisions for operators and regulators in both mature and emerging markets alike.
