Huawei Named a Leader in IDC MarketScape's "Worldwide Customer Experience Platforms for Telecommunications"

[Beijing, China, September 9, 2025] Huawei's SmartCare and Business Support Systems solutions have received top marks from IDC, a leading research and consulting firm, earning a spot in the "Leaders" quadrant of the firm's IDC MarketSpace assessment of technology vendors (“IDC MarketScape: Worldwide Customer Experience Platforms for Telecommunications 2025 Vendor Assessment” (Doc # US52580525 , August 2025).

IDC MarketScape Worldwide Customer Experience Platforms for Telecommunications, 2025

According to the IDC MarketScape, the telecom industry is at a crossroads, where basic connectivity is seen as a utility with limited room for differentiation. Improving customer experience is telcos' #1 means of achieving competitive differentiation. Leveraging AI and big data analytics is a core requirement and significant differentiator among suppliers.

Huawei's SmartCare solution integrates advanced technologies, such as spatiotemporal digital twins, cross-domain (OSS + BSS + Social) data convergence, GenAl and LLM, and has achieved remarkable results in user experience optimization, satisfaction management, and differentiated experience monetization.

For example:

• NPS (Net Promoter Score) management can proactively identify potential detractors, automatically locate root causes, and implement solutions based on specific problems to improve user experience, which can reduce detractors by 20%.
• Differentiated experience monetization can quickly analyze network capabilities and customer requirements, and conduct precise and real-time marketing to improve customer satisfaction.

Huawei BSS consists of a series of platforms, such as CRM, CBS (Convergent Billing Systems), and AICC (AI Contact Centers). It provides an end-to-end intelligent operations solution covering product launch, marketing, billing, and after-sales support. Empowered by AI, LLM, and ML technologies, and BSS/OSS domain converged data, these platforms offer several advanced capabilities:

• The CRM system leverages intelligent analytics to gain deep insights into customer needs, enabling precision marketing strategies that boost conversion rates by 10%.
• Through intelligent interactions, the billing system minimizes billing disputes and reduces user complaints by 50%.
• AICC supports omni-channel access and delivers consistent service, significantly enhancing agent efficiency, reducing AHT (Average Handling Time) by 30%.

In a B2B context, the CRM system leverages the Enterprise Ecosystem Management (EEM) solution to help carriers improve partner ecosystem development experience and small- and medium-sized enterprise (SME) offering subscription experience. CRM also leverages Lead-to-Order solutions to help carrier account managers improve sales efficiency and order conversion rates, while the sales cycle of large enterprises is shortened by 20%.

In the future, Huawei will continuously introduce new AI technologies to help Communications Services Providers (CSPs) improve user experience and enhance differentiated competitiveness.