SEW, a global pioneer in AI-powered Connected Customer and Workforce Experience industry cloud platforms, has been positioned as a pioneer in the IDC MarketScape Report for Worldwide Digital Customer Engagement Solutions for Utilities 2023-2024 Vendor.
SEW offers several platforms, including SmartCX, its AI-powered, single integrated cloud based, mobile-native digital customer experience platform for utilities that offers digital self-service and engagement capabilities through online platforms, chatbots, and native mobile apps powered by AI/ML.
Founded in 2012, SEW delivers its Customer Experience platform to around 410+ global electricity, water, gas, and cities companies around the world. Its solutions are supported in all regions and available in a multiplicity of languages. Over the past decade, SEW has grown to over 1,600+ employees, with around 560+ dedicated to customer engagement.
IDC MarketScape
IDC MarketScape evaluates providers of digital customer engagement software to utilities worldwide
IDC MarketScape evaluates providers of digital customer engagement software to utilities worldwide. It analyzes vendors' capabilities, strategies, and comparative success in the marketplace.
It looks at how their products and services will evolve, providing metrics and context to utilities evaluating potential technology partners in this solution area.
It aims to aid utilities and energy retailers decide on their current or future customer engagement implementations and assists vendors in deepening their understanding of the competitive landscape. The evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and highlights the most influential factors for success in this market, both in the short and long term.
Appreciation of the recognition
"We believe this recognition affirms our commitment to delivering an unparalleled, end-to-end AI powered Customer Experience (CX) platform for Energy and Utilities globally. This achievement reflects our dedication to innovation, customer-centricity, and providing comprehensive solutions for utility companies. We remain focused on driving excellence and working towards achieving our vision to Engage, Empower, educate billions of people to build a sustainable future for generations to come." – Deepak Garg, CEO and Founder, SEW.
2022 energy crisis
"The 2022 energy crisis jolted customer apathy globally. Customers are now more aware, educated, and eager to play more active roles by optimizing their energy consumption and water usage, as well as making a buck on their investments in self-generation, energy storage, electric vehicles, heat pumps, and so on," said Gaia Gallotti, Associate Research Director, IDC Energy Insights.
"Having a digital customer engagement solution is now a core differentiator between utilities that have specific functionalities and those that do not, and the wedge will widen over the next 24 months as investments in dedicated solutions and more advanced ecosystem engagement functionalities pick up."
Forefront of modern utility use cases
SEW is at the forefront of modern utility use cases, enabling utilities to excel in multichannel communication
SEW is at the forefront of modern utility use cases, enabling utilities to excel in multichannel communication, billing, payments, service management, outage management, live chat, chatbot interactions, and 1000+ use cases.
Beyond traditional services, SmartCX platform is leading the charge in embracing innovations such as eMobility, renewables, rebates, and programs.
SEW platform also supports the transition to smart homes, enhances energy efficiency, and promotes water conservation. With SmartCX, utilities are not just meeting customer expectations; they are building future-ready businesses in the digital age.
