Oracle Named IDC MarketScape Leader for AI Utility CX Platform Serving 275 Utilities
ORCL•Oracle’s Utilities Customer Platform, used by over 275 utilities serving hundreds of millions across 45 countries, was named a Leader in the IDC MarketScape AI-Enabled Utility Customer Experience Management 2026 assessment. The platform’s integrated AI-driven insights—live recommendations, call summarization, sentiment analysis and payment propensity—aim to cut handle times and boost service efficiency.
1. IDC MarketScape Recognition
Oracle’s Utilities Customer Platform was named a Leader in the global AI-Enabled Utility Customer Experience Management 2026 assessment, highlighting its comprehensive integration of operations and customer engagement features in one unified system.
2. Platform Scale and Adoption
The platform supports over 275 utilities serving hundreds of millions of customers across 45 countries, consolidating billing, metering, service, sales, engagement, program management and analytics into a single connected operating model.
3. AI-Driven Capabilities
Built on Oracle Cloud Infrastructure, the platform offers real-time contextual AI insights—such as live recommendations, call and chat summarization, sentiment analysis and payment propensity prediction—while automating collections optimization and agent orchestration.
4. Future Enhancements and Impact
Oracle plans to roll out AI-generated customer snapshots and full-call transcripts to further reduce average handle times, improve call note accuracy and enable deeper trend analysis, aiming to drive down utility operating costs and elevate customer satisfaction.
