Open Intelligence has been named a Major Player in the IDC MarketScape: Worldwide AI-Enabled Utility Customer Experience Management Solutions 2026 Vendor Assessment (Doc #US53663226, March 2026). This recognition comes from IDC (International Data Corporation), a global leader in market intelligence and advisory services for information technology and telecommunications. IDC has a network of more than 1,300 analysts across 110 countries, offering knowledge and expertise on trends and opportunities across multiple industries.
This IDC MarketScape evaluates vendors providing AI-enabled Customer Experience Management (CXM) solutions to utilities worldwide. It analyzes vendors’ capabilities, strategies, and comparative positioning in a market undergoing structural transformation. MarketScape provides utilities with a structured framework to assess vendor offerings across industry depth, platform architecture, data readiness, AI integration, and ecosystem extensibility. It is intended to support utilities as they modernize customer operations to reduce costs to serve, strengthen customer trust, enable electrification-driven business models, and scale AI adoption responsibly.
In this regard, William Corredor, CEO of Open, stated:
“We believe being recognized in the IDC MarketScape validates a conviction that has guided every decision at Open Intelligence: technology must translate into concrete results for our clients. To us, 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.”
Open addresses the technological fragmentation facing the sector 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.
Smartflex 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 automatically 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. 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.
We believe that this inclusion as a Major Player in the IDC MarketScape positions Open as a technology partner with the global experience, scale, and vision needed to accompany the evolution of utilities.
About IDC MarketScape
IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in each market. The research 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. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers.
