NANJING, China, June 11, 2025 – Whale Cloud, a leading global technology company providing software solutions and services for telecommunications and multiple industries, today announced it has been recognized as a Representative Vendor in the 2025 Gartner® Market Guide for CSP Customer Management and Experience Solutions.

“Gartner defines communications service provider (CSP) customer management and experience (CM&X) solutions as commercial off-the-shelf software solutions that address all customer-facing operational requirements of CSPs. These include managing customer channels, customer information, incidents, products, pricing, quotes and offers, orders, customer care and partner relationships.”

Whale Cloud offers a comprehensive suite of CM&X solutions, including its Digital Customer Relationship Management (Digital CRM), Digital Sales Channel Management (DSCM), Digital Experience Platform (DXP), Digital Marketing Cloud (DMC), Customer Journey Cloud (CJC) and Loyalty Management Cloud (LMC). Several of these solutions are also available in a SaaS delivery model, providing flexibility and scalability for CSPs. Additionally, Whale Cloud provides consulting services aimed at enhancing customer experience (CX) and customer lifetime value growth, helping organizations optimize engagement and drive customer-centric transformation.

Whale Cloud is making targeted investments across multiple strategic areas to enhance and future-proof its CM&X portfolio. A key focus is the broader deployment of AI agents to drive greater operational efficiency across a range of business functions, including marketing, sales, IT operations, customer service, and customer care. These AI-driven enhancements aim to automate routine tasks, enable smarter decision-making, and deliver more personalized customer interactions.

In parallel, Whale Cloud is significantly strengthening its support for telecom operators in the B2B and B2B2X segments. This includes the development of advanced capabilities in configure-price-quote (CPQ) systems, contract management, and contract-driven billing. These solutions are further augmented by AI-powered tools designed to simplify complex business workflows, improve process agility, and enable CSPs to scale and adapt more effectively in competitive and evolving markets.

Gartner, Market Guide for CSP Customer Management and Experience Solutions, By Susan Welsh de Grimaldo, Amresh Nandan, Peter Kjeldsen, Will Rice, 4 June 2025

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