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Telecom Customer Service Software | Salesforce
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Learn the latest in Agentic AI Trends in Telecom

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Optimize Telecom Customer Service

Transform how service teams deliver value across every customer touchpoint. Make your service rep's job easier by connecting billing, BSS, OSS, and CRM data in one place. AI built into the service console makes reps smarter, more effecient and your customer happier.

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See how customers are driving efficient and personalized service with Salesforce for Communications

Bouygues Telecom [Bouygues Telecom]
personal logo [personal logo]
Claro Brazil [Claro Brazil]
Telstra [Telstra]

Increase service rep productivity and reduce customer churn.

Deliver seamless support across every channel and industry with the complete service platform for communications powered by humans, AI agents, and trusted data

Reduce cost to serve with automation and AI agents.

Communications Cloud

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Billing Inquiry Resolution

Resolve billing confusion and disputes faster by automatically analyzing charges, streamlining case tracking, and providing instant access to payment history and past invoices for efficient, accurate support.

Einstein Bill Analysis dashboard where Einstein chatbot is generating response to customer queries. [Einstein Bill Analysis dashboard where Einstein chatbot is generating response to customer queries.]

B2C and B2B Order Management

Flawlessly automates the fulfillment of asset-based service orders as they are captured with Order Management Easy-to-configure and dynamic workflows that pull from our purpose-built, communications product catalog making the ordering process seamless.

Order Management dashboard outlining the automated fulfillment of service orders. [Order Management dashboard outlining the automated fulfillment of service orders.]
Einstein Bill Analysis dashboard where Einstein chatbot is generating response to customer queries. [Einstein Bill Analysis dashboard where Einstein chatbot is generating response to customer queries.]
Order Management dashboard outlining the automated fulfillment of service orders. [Order Management dashboard outlining the automated fulfillment of service orders.]

Personalize customer service experiences across all channels with AI agents and fully integrated data.

Service Cloud

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Omnichannel Routing

Two-thirds of customers prefer chatbots for quick communication with brands. Omnichannel routing enables customers to shift channels based on convenience and case complexity without having to repeat themselves.

An omnichannel customer communication portal that drives communication across channels based on customers convenience. [An omnichannel customer communication portal that drives communication across channels based on customers convenience.]

Conversational Messaging

Resolve cases faster with Agentforce for Service. This solution chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.

AI chatbot answering customer queries and collecting customer information. [AI chatbot answering customer queries and collecting customer information. ]

Guided Workflows

Easily complete process automations and extend existing workflows to humans and agents across any digital channel with step-by-step guides.

Guided workflows to help build complete process automations and extend existing workflows to chatbots across any digital channel. [Guided workflows to help build complete process automations and extend existing workflows to chatbots across any digital channel.]

Intuitive Setup

Get setup in minutes. Agentforce for Service doesnt require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.

Pre-built templates to help your teams configure and deploy code faster with AI-driven insights and data. [Pre-built templates to help your teams configure and deploy code faster with AI-driven insights and data.]
An omnichannel customer communication portal that drives communication across channels based on customers convenience. [An omnichannel customer communication portal that drives communication across channels based on customers convenience.]
AI chatbot answering customer queries and collecting customer information. [AI chatbot answering customer queries and collecting customer information. ]
Guided workflows to help build complete process automations and extend existing workflows to chatbots across any digital channel. [Guided workflows to help build complete process automations and extend existing workflows to chatbots across any digital channel.]
Pre-built templates to help your teams configure and deploy code faster with AI-driven insights and data. [Pre-built templates to help your teams configure and deploy code faster with AI-driven insights and data.]

Accelerate onboarding and increase productivity with AI & collaboration.

Slack

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Case Swarming

Resolve cases and incidents faster by swarming around issues in real-time with experts across the enterprise and field.

Dashboard that helps users swarm around issues in real-time with experts across the enterprise and field. [Dashboard that helps users swarm around issues in real-time with experts across the enterprise and field.]

Easy-to-build Workflows

Reduce service rep onboarding time and costs with east-to-build task workflows and a self service place containing a rich history of topics, issues and answers.

An easy-to-build task workflows and self service place containing a rich history of topics, issues and answers. [An easy-to-build task workflows and self service place containing a rich history of topics, issues and answers.]
Dashboard that helps users swarm around issues in real-time with experts across the enterprise and field. [Dashboard that helps users swarm around issues in real-time with experts across the enterprise and field.]
An easy-to-build task workflows and self service place containing a rich history of topics, issues and answers. [An easy-to-build task workflows and self service place containing a rich history of topics, issues and answers.]

Complete your personalized service solution with these Salesforce products.

Communications Cloud for Service

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.

Learn more

MuleSoft

MuleSofts unified platform provides you with connected experiences, products, and services.

Learn more

Field Service

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

Learn more

Tableau

Do more with your data with scalable insights. Boost productivity and decision-making with AI.

Learn more

Data 360

Empower teams to engage customers at every touchpoint with relevant insights and contextual data.

Learn more

Marketing Cloud

Get to know your customers through unified profiles. Personalize offers across any channel with AI. Build lasting relationships that drive business growth.

Learn more

Sales Cloud

Empower sales teams with data from any source and trusted AI for sellers, employees, and partners.

Learn more
A customer service representative digitally communicating with a customer. [A customer service representative digitally communicating with a customer.]

Build the perfect telecom solution with our help.

Get in touch today and our experts will guide you through the process, step by step:

  • Choose the right Communications Cloud edition
  • Add products/features needed, if not already included
  • Customize the final results with apps, service, support
Contact us View detailed pricing

Get the most out of telecom customer service software with thousands of partner apps and experts.

IBM [IBM]
PwC [PwC]
Capgemini [Capgemini]
TCS [TCS]
Infosys [Infosys]
Deloitte [Deloitte]

Learn new skills with free, guided learning on Trailhead.

Hit the ground running with telecom customer service solution tips, tricks, and best practices.

The key to personalizing your telco? AI-powered customer service [The key to personalizing your telco? AI-powered customer service]
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Learn the Latest Agentic AI trends in Telco

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How lead-to-order automation saves communications service providers time and money [How lead-to-order automation saves communications service providers time and money]
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The Telecommunications Industry's AI Evolution. A Guide to AI Agents

Read the article
Communications Industry Data, Automation, and AI Trends [Communications Industry Data, Automation, and AI Trends]
Report

The Telecommunications industry Playbook to Achieve Effective Data Maturity

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Get the report: The communications industry is adding a human touch. [Get the report: The communications industry is adding a human touch.]
Report

Intelligence Playbook for CSPs

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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.

Watch now
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Talk to an expert.

Ready to transform your communications business?

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Telecom customer service solution FAQ

What is telecom customer service software?

Communications Cloud is a cloud-based BSS suite with an industry-specific product catalog, configure-price-quote tools, and purpose-built apps for consumer and business use cases. It has options for contract lifecycle management, order management, systems integration, analytics, and self-service.

How can Salesforce help my service organization?

Engineered specifically for mobile, fixed line, and converged service providers, this telecom customer service software helps B2C, B2B, and wholesale service providers launch offers faster, grow revenue, and improve the customer experience while reducing their cost to serve.

Can my organization integrate our BSS and OSS with Salesforce?

Salesforce offers a modular suite of capabilities as part of the telecom customer service solution built to evolve and transform business operations. Salesforce integrates flexibly with third-party systems through prebuilt APIs, web services and industry standars like TM Forum.

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