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Agentforce Communications (formerly Communications Cloud)

Communications Cloud

Transform your company into an Agentic Enterprise by simplifying the mission-critical "middle office." Salesforce has a purpose-built solution for service providers, featuring cost-saving applications, a specialized data model, and integrations tailored for the communications industry. Build your future on the #1 AI CRM.

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Leading communications providers build their Agentic Enterprise with Salesforce.

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Latest in Agentforce

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Salesforce Powers Agentforce to Deliver 24/7 Automated Support and Drive Sales for Communications Providers using AI Agents

Agentforce provides configurable AI agents to deliver automated 24/7 customer support, streamline telecom service operations, and enhance overall customer experience. Purpose-built on the Salesforce platform and leveraging Communications Cloud, it includes AI capabilities for common telco needs, with key features such as automated service inquiries, order status updates, and billing troubleshooting assistance.

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What can you do with Agentforce?

Transform the customer journey with Communications Cloud. Drive increased ARPU, reduced customer churn, and increased revenue and operational efficiency with AI-powered insights, seamless omnichannel experiences, and industry-standard integrations for a truly connected customer experience.

Scale service operations and boost agent productivity with AI and automation.

Billing Inquiry Manager

Reduce average handling and agent training time by managing customer billing and payment-related processes directly in the Salesforce service console. Billing Inquiry Manager leverages both predictive and generative AI capabilities to enable service agents to solve the #1 reason why customers call in billing inquiries.

Einstein generating a response to a prompt for a customer's billing information. [Einstein generating a response to a prompt for a customer's billing information.]

Predictive Order Fulfillment Date and Order Delay

Take the guess work out of order fulfillment and manage customer expectations with visualization tools in Communications Cloud that track orders as they move through the various business milestones, giving you increased transparency to reduce revenue loss.

A graph of likelihood of fallout versus order number, along with statistics on orders, pending tasks, and more. [A graph of likelihood of fallout versus order number, along with statistics on orders, pending tasks, and more.]

Churn Predictions

Reduce churn risk by empowering service reps with an intelligent snapshot of customer interactions and indicators. Gauge the likelihood to upsell or churn with AI-powered recommendations built into Communications Cloud to help you deepen the customer relationship and build loyalty.

An account snapshot with statistics on the total due and a graph with the balance dues over 25 months. [An account snapshot with statistics on the total due and a graph with the balance dues over 25 months.]
Einstein generating a response to a prompt for a customer's billing information. [Einstein generating a response to a prompt for a customer's billing information.]
A graph of likelihood of fallout versus order number, along with statistics on orders, pending tasks, and more. [A graph of likelihood of fallout versus order number, along with statistics on orders, pending tasks, and more.]
An account snapshot with statistics on the total due and a graph with the balance dues over 25 months. [An account snapshot with statistics on the total due and a graph with the balance dues over 25 months.]

Streamline BSS processes and reduce overall IT costs.

Communications-Specific Data Model

Save development resources and budgets by removing software customization costs with an out-of-the-box data model built specifically for the unique requirements of the communication industry.

Tag options for promotions, simple and complex offers and products, customer-facing service, resources, and more. [Tag options for promotions, simple and complex offers and products, customer-facing service, resources, and more.]

Omnistudio

Design engaging customer interactions, without code. Omnistudio offers multi-step business forms, more than 50 pre-configured script elements and controls, seamless data integration, a drag-and-drop visual designer, and more. Build guided flows for common service provider processes such as credit checks, contract renewals, troubleshooting & pricing approvals.

A Get Started portal with information to fill out like account name, quote name, opportunity name, and price list name. [A Get Started portal with information to fill out like account name, quote name, opportunity name, and price list name.]

Business Rules Engine (BRE)

Increase the accuracy around business rules for sellers, service agents and customers. The BRE enables automated and agile decision logic for every step in the customer lifecycle. Build processes where a user's "allowed action" is determined by the status of an object in Salesforce. BRE can define decision matrices for next best actions, offers, product compatibility rules, availability, eligibility, and more.

A flow chart that showcases decisions at every step of the consumer lifecycle. [A flow chart that showcases decisions at every step of the consumer lifecycle. ]
Tag options for promotions, simple and complex offers and products, customer-facing service, resources, and more. [Tag options for promotions, simple and complex offers and products, customer-facing service, resources, and more.]
A Get Started portal with information to fill out like account name, quote name, opportunity name, and price list name. [A Get Started portal with information to fill out like account name, quote name, opportunity name, and price list name.]
A flow chart that showcases decisions at every step of the consumer lifecycle. [A flow chart that showcases decisions at every step of the consumer lifecycle. ]

Simplify and streamline the product-to-cash workflow for product managers and sellers.

Enterprise Product Catalog (EPC)

Design, test, launch, decompose, orchestrate, and manage products and offers from an enterprise-grade product catalog built for both commercial and technical products. Increase operational efficiency by integrating with third-party product catalogs, BSS, and OSS. Simplify catalog entity versioning and lifecycle management. Salesforce EPC is a certified TM Forum Information Framework (SID) product.

A workflow structure with a drag and drop feature to add products to it. [A workflow structure with a drag and drop feature to add products to it.]

Product Designer

Manage all aspects of your catalog offerings without multiple systems. Define product definitions, pricing, and structure while boosting product marketing and admin teams' productivity. Define foundational metadata components for creating product templates and offers all without writing code.

A portal which asks for additional properties details like contract term, order management behavior, and more. [A portal which asks for additional properties details like contract term, order management behavior, and more.]

CRM Analytics for Communications

Enhance the reporting capabilities directly in Salesforce with AI-powered analytics for communication service providers. Sell smarter and resolve customer service issues faster with dynamic data visualizations and insights - all with Communications Cloud.

A console with statistics on top accounts according to parameters like propensity to buy, attrition rate, and more. [A console with statistics on top accounts according to parameters like propensity to buy, attrition rate, and more.]

Industry Configure-Price-Quote (CPQ)

Take the worry out of pricing and quoting with a CPQ engine that supports attribute-based pricing and complex contracts. Eligibility, qualification, availability rules, and context-sensitive pricing ensure products are correctly configured, compatible, and delivered at the right price for each customer. Our CPQ is certified by TM Forum for both SID and eTOM.

An online cart for businesses with a product in it, along with all the add-ons included in that product. [An online cart for businesses with a product in it, along with all the add-ons included in that product.]
A workflow structure with a drag and drop feature to add products to it. [A workflow structure with a drag and drop feature to add products to it.]
A portal which asks for additional properties details like contract term, order management behavior, and more. [A portal which asks for additional properties details like contract term, order management behavior, and more.]
A console with statistics on top accounts according to parameters like propensity to buy, attrition rate, and more. [A console with statistics on top accounts according to parameters like propensity to buy, attrition rate, and more.]
An online cart for businesses with a product in it, along with all the add-ons included in that product. [An online cart for businesses with a product in it, along with all the add-ons included in that product.]

Increase agent productivity and improve customer service.

Self-Service Rep Console

Save service agents time with guided flows for verification, improve productivity with simple configuration of frequently performed actions, and boost efficiency with a consolidated view of each customer and their activity -- built directly into the self-service agent console.

A Canvas portal with opportunities and approved workflows displayed. [A Canvas portal with opportunities and approved workflows displayed.]

Service Innovations for Communications Cloud

Give service teams a complete view of whats happening across the contact centers and proactively notify them of issues for quick rectification with Conversation Insights. Identity Verification lets agents verify a customer's identity using automated workflows that can be easily configured.

A Google map showcasing service availability checks around the locality. [A Google map showcasing service availability checks around the locality.]

Action Relationship Center

Build and surface complex hierarchies within the console that are actionable and allow initiation of interactions or transactions in that context. Additionally users can understand Customer Location Hierarchy and Contact Roles and take advantage of the Graphical View of Location-to-Product Mappings.

A hierarchy of a client's employees, stakeholders, store sites, and billing accounts. [A hierarchy of a client's employees, stakeholders, store sites, and billing accounts.]
A Canvas portal with opportunities and approved workflows displayed. [A Canvas portal with opportunities and approved workflows displayed.]
A Google map showcasing service availability checks around the locality. [A Google map showcasing service availability checks around the locality.]
A hierarchy of a client's employees, stakeholders, store sites, and billing accounts. [A hierarchy of a client's employees, stakeholders, store sites, and billing accounts.]

Extend the power of Agentforce with these related products.

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Deliver personalized support at scale with AI that you can trust. Transform how service teams deliver value across every customer touchpoint from customer experience, engagement, processes, automation, field service and service operations.

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Field Service

Power the future of field service with the #1 AI platform for field service, built on the Headless 360 platform.

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Slack

Slack brings conversations, collaboration, and automation together with trusted AI, right where you're already working. Empower your teams to speed up processes and deliver big results, from the back office to the road, with customer data and insights at their fingertips.

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Omnistudio

Build guided, hyper personalized digital experiences with low code.

Learn more

Communications Cloud Pricing

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With Salesforce, our team is happier and more productive, customers are more satisfied, and were smashing our targets. Im excited to see what comes next.

Arkaitz Jauregui Cremers
VP, Customer Operations, KPN
Read the story

Get the most out of Communications Cloud with thousands of partners and experts.

Prodapt [Prodapt]
Palladin Technologies [Palladin Technologies]
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Aria [Aria]
Accenture [Accenture]
Capgemini [Capgemini]
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Achieve your AI and data goals with Salesforce CTOs.

Trusted advisors with unmatched Salesforce experience and expertise, by your side.

Learn more

Hit the ground running with Agentforce Communications tips, tricks, and best practices.

Communications Industry Data, Automation, and AI Trends [Communications Industry Data, Automation, and AI Trends]
Report

Communications Industry Data, Automation, and AI Trends

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How AI and Data Are Reimagining the Future of Telecom [How AI and Data Are Reimagining the Future of Telecom]
Article

How AI and Data Are Reimagining the Future of Telecom

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Webinar

Learn how Lumen is using Agentforce to streamline sales processes

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Ready to take the next step with the world's #1 Agentic CRM for communications?

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Start your trial.

Try Communications Cloud free for 30 days. No credit card, no installations.

Try for free
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Watch a demo.

Learn how Communications Cloud powers customers' success.

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Talk to an expert.

Ready to transform your communications business?

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Communications FAQ

What is Salesforce Communications?

Communications is the #1 AI CRM for telcos. It delivers a complete digital BSS suite thats catalog-driven from commerce to cash. It enables telcos to adapt to changing customer expectations and market shifts, make data-driven decisions, and improve operational efficiency across functions.

How do I get started with Agentforce Communications?

Well work with you to build a complete solution to address all your business needs and ensure a level of scalability that promotes continuous innovation. Our proven success ecosystem consists of ISVs, systems integrators, Trailhead, and industry peers sharing their knowledge to help you succeed.

How does Agentforce Communications differ from my existing solutions?

Agentforce Communications enables customers to go live faster, integrate easily with third-party apps, and take advantage of product updates and innovations. It also has a suite of prebuilt applications, product models, standards-based integrations, and UX that accelerate time to value and reduce risk.

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