PALO ALTO, Calif. — Nov. 13, 2025 — Marking a key milestone in its enterprise IT momentum, SymphonyAI, a global leader in Vertical AI product platforms, has been recognized for the first time in The Forrester Wave™: Enterprise Service Management Platforms, Q4 2025. The report is available to Forrester subscribers and for purchase.
AI-Driven Service Management for the Enterprise
SymphonyAI believes its inclusion highlights the expanding adoption of its Apex 2.0 platform which brings intelligent automation, workflow orchestration, and conversational AI to enterprise service delivery.
Purpose-built for today’s enterprise, Apex:
- Combines native AI and an enterprise AI agents to automate, prioritize, and resolve issues before they escalate.
- Delivers immediate value—without the complexity or cost of legacy platforms—thanks to its modular architecture and built-in Integration Hub.
- Proves measurable business outcomes: According to a 2024 Forrester Consulting Total Economic Impact™ study commissioned by SymphonyAI, a composite organization based on interviewed customers using SymphonyAI ITSM achieved a 204% ROI over three years and a 75% reduction in ticket handling time.
Apex unifies IT service management with advanced AI to accelerate issue resolution, improve employee experience, and drive ongoing optimization—empowering organizations to modernize operations and achieve measurable results.
“With our first inclusion in Forrester’s Enterprise Service Management Platforms Wave, SymphonyAI continues to demonstrate for us how vertical and agentic AI are reshaping enterprise operations,” said Charles Araujo, President of Enterprise IT at SymphonyAI. “Apex represents a new generation of enterprise service management—one that moves beyond tickets and workflows to deliver intelligent, proactive, outcome-driven service experiences.”
Advancing the Future of Service Transformation
SymphonyAI sees its debut in the Forrester Wave™ as a reflection of its accelerating momentum in the Enterprise IT sector and its commitment to helping organizations realize the full promise of AI-powered digital operations.
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About SymphonyAI
SymphonyAI delivers Vertical AI product platforms that help enterprises solve their most complex, high-value challenges — from stopping financial crime to improving store -performance and boosting manufacturing efficiency. Trusted by more than 2,000 enterprise customers worldwide, including 200 of the top financial institutions, the top 25 CPG companies, and many of the world’s largest grocers and industrial manufacturers, SymphonyAI provides domain-trained applications and pre-built agents that are ready to work on day one. Learn more at https://www.symphonyai.com/.
