AI in CSP Customer and Business Operations

This Magic Quadrant helps communications service providers identify and evaluate AI vendors for their customer and business operations. It will guide CSP CIOs and technology leaders toward the right AI vendor choices in a rapidly evolving market.

Market Definition

Gartner defines the market of AI in communications service provider (CSP) customer and business operations as commercial off-the-shelf (COTS) products. They are either capabilities embedded in CSP-specific operational technology (OT) applications (such as channels, CRM and other business support system [BSS] applications) or industry-agnostic horizontal applications delivering AI/machine learning (ML)-based customer and business operations in CSPs. CSP customer and business operations refer to marketing, sales, customer acquisition, customer journey, billing and revenue management, revenue assurance, and related risk management. The scope of AI products covers data readiness, life cycle management of algorithms and their application to CSP customer and business operations.

AI in CSP customer and business operations helps CSPs utilize AI/ML to generate insights and automate business processes across various customer and business operations areas. These areas include marketing, sales, configure-price-quote (CPQ), order management, product management, billing and revenue management, customer journey and care, revenue assurance, and fraud/risk management. Examples include intelligent chatbots utilizing natural language processing for customer interaction use cases to automate call center operations. These products assist with insights and automation and help CSPs manage the life cycle of AI/ML algorithms, gradually enabling ModelOps/AIOps.

Report 2025

Here is a summary of the vendors featured in the Gartner magic quadrant 2025 report.
For the full analysis and detailed insights, you can read the report here and view the magic quadrant graphic here.

Market Status	Market Vendor
Leader	Amdocs
Leader	AsiaInfo
Visionary	Tecnotree
Visionary	Whale Cloud Technology
Niche Player	Comviva
Niche Player	Etiya
Niche Player	Cerillion
Niche Player	Inspur
Niche Player	Beyond Now
Niche Player	Flytxt
Niche Player	Subex
Challenger	Huawei