IDC Energy Insights today announced the release of a new study, IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations 2015 Vendor Assessment (IDC #EISC02X, April 2015), that evaluates service providers catering to the worldwide utilities customer operations space. The 15 vendors evaluated in the study are Accenture,Atos, Capgemini, CGI, Cognizant, Deloitte, EXL, EY, HCL, IBM, Indra, Infosys, PwC, Tata Consultancy Services (TCS), and Wipro.
The study provides energy retailers and utility companies, working in both competitive and regulated markets, with insight into the current capabilities and future strategies of service providers focusing specifically on customer operations. It analyzes quantitative and qualitative characteristics to provide metrics and context for utilities evaluating vendors in this area, examines vendors' comparative success in the marketplace, and looks at how vendor offerings will evolve. In summary, IDC Energy Insights highlights that:
- Even with differing degrees of capabilities and assets, proven track record, and type of services, all vendors analyzed in this IDC MarketScape are focused on supporting the digital transformation of utilities' customer operations. Some are leveraging their strong position in highly competitive energy markets to introduce innovative offerings.
- The majority of the firms analyzed support utilities with a full range of services, spanning from consulting to systems integration, IT outsourcing, and business process outsourcing (BPO), across the entire spectrum of customer-facing activities. Their offerings suit both competitive and regulated energy and water markets.
- Service providers are constantly evolving their sets of capabilities and range of offerings to help utilities reduce customer operations costs by leveraging IP-based assets, accelerator tools for rapid deployment of software products, and offshore delivery centers, and more broadly adapting their delivery models to the evolving market context.
- Many have very broad capabilities and future visions that meet and anticipate the needs of the utility industry. They have built capabilities over many years in the industry and have committed to investing in R&D and strategic partnerships to advance their offerings.
- The geographic footprint in terms of actual customers is not homogenous across the firms analyzed, with only a few having a truly global customer base.
- Pricing models have evolved significantly, and all the vendors have introduced more or less sophisticated outcome-based pricing models. For some, fixed-price contractual agreements are significantly decreasing.
"Utilities, in both competitive and regulated markets, will look to their service providers to improve their customer operations performance and navigate the digital transformation," said Roberta Bigliani, global lead, IDC Energy Insights' Worldwide Utilities Smart Customer Operations advisory service. "Overall, services providers must effectively support utilities in achieving their business goals, securing the flexibility, agility, and business innovation needed to succeed in both competitive and regulated markets. Utilities expect services companies to support their customer operations and be equipped with the following capabilities: value for money, outstanding customer service and delivery capabilities, strong utilities expertise, and innovative and future-proof offerings."
For more information about this study, or to arrange a one-on-one briefing with IDC Energy Insights' analyst team, please contact Kanupriya at +44 20 8987 7100 or by email at kanupriya@idc.com. Studies are available to qualified members of the media. For information on purchasing studies, contact insights@idc.com; reporters should email kanupriya@idc.com.
About IDC MarketScapes
IDC MarketScapes are the IT industry's premier vendor assessment tool, providing in-depth quantitative and qualitative technology market assessments of IT suppliers. IDC MarketScapes mitigate supplier risk by providing an accurate and consistent assessment of suppliers' characteristics, behavior, and capabilities.
About IDC Energy Insights
IDC Energy Insights assists energy businesses and IT leaders, as well as the suppliers that serve them, in making more effective technology decisions by providing accurate, timely, and insightful fact-based research and consulting services. Staffed by senior analysts with decades of industry experience, our global research analyzes and advises on business and technology issues facing the utility and oil and gas industries. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology market. IDC is a subsidiary of IDG, the world's leading technology, media, research, and events company. For more information, please visit www.idc-ei.com, email info@idc-ei.com, or call 508-935-4400.
The study provides energy retailers and utility companies, working in both competitive and regulated markets, with insight into the current capabilities and future strategies of service providers focusing specifically on customer operations. It analyzes quantitative and qualitative characteristics to provide metrics and context for utilities evaluating vendors in this area, examines vendors' comparative success in the marketplace, and looks at how vendor offerings will evolve. In summary, IDC Energy Insights highlights that:
- Even with differing degrees of capabilities and assets, proven track record, and type of services, all vendors analyzed in this IDC MarketScape are focused on supporting the digital transformation of utilities' customer operations. Some are leveraging their strong position in highly competitive energy markets to introduce innovative offerings.
- The majority of the firms analyzed support utilities with a full range of services, spanning from consulting to systems integration, IT outsourcing, and business process outsourcing (BPO), across the entire spectrum of customer-facing activities. Their offerings suit both competitive and regulated energy and water markets.
- Service providers are constantly evolving their sets of capabilities and range of offerings to help utilities reduce customer operations costs by leveraging IP-based assets, accelerator tools for rapid deployment of software products, and offshore delivery centers, and more broadly adapting their delivery models to the evolving market context.
- Many have very broad capabilities and future visions that meet and anticipate the needs of the utility industry. They have built capabilities over many years in the industry and have committed to investing in R&D and strategic partnerships to advance their offerings.
- The geographic footprint in terms of actual customers is not homogenous across the firms analyzed, with only a few having a truly global customer base.
- Pricing models have evolved significantly, and all the vendors have introduced more or less sophisticated outcome-based pricing models. For some, fixed-price contractual agreements are significantly decreasing.
"Utilities, in both competitive and regulated markets, will look to their service providers to improve their customer operations performance and navigate the digital transformation," said Roberta Bigliani, global lead, IDC Energy Insights' Worldwide Utilities Smart Customer Operations advisory service. "Overall, services providers must effectively support utilities in achieving their business goals, securing the flexibility, agility, and business innovation needed to succeed in both competitive and regulated markets. Utilities expect services companies to support their customer operations and be equipped with the following capabilities: value for money, outstanding customer service and delivery capabilities, strong utilities expertise, and innovative and future-proof offerings."
For more information about this study, or to arrange a one-on-one briefing with IDC Energy Insights' analyst team, please contact Kanupriya at +44 20 8987 7100 or by email at kanupriya@idc.com. Studies are available to qualified members of the media. For information on purchasing studies, contact insights@idc.com; reporters should email kanupriya@idc.com.
About IDC MarketScapes
IDC MarketScapes are the IT industry's premier vendor assessment tool, providing in-depth quantitative and qualitative technology market assessments of IT suppliers. IDC MarketScapes mitigate supplier risk by providing an accurate and consistent assessment of suppliers' characteristics, behavior, and capabilities.
About IDC Energy Insights
IDC Energy Insights assists energy businesses and IT leaders, as well as the suppliers that serve them, in making more effective technology decisions by providing accurate, timely, and insightful fact-based research and consulting services. Staffed by senior analysts with decades of industry experience, our global research analyzes and advises on business and technology issues facing the utility and oil and gas industries. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology market. IDC is a subsidiary of IDG, the world's leading technology, media, research, and events company. For more information, please visit www.idc-ei.com, email info@idc-ei.com, or call 508-935-4400.
