Explore what's next at Dreamforce. Register 3+ and get $999 USD passes for your team.
Register now
Salesforce for Communications
22 out of 25 top global telecoms use Salesforce
Salesforce is the #1 Agentic CRM for telecom — trusted by the world's leading communications providers to unite humans and AI agents across sales, service, and operations. From quote to cash, fiber activation to wholesale settlement, Salesforce helps telecoms grow revenue, cut costs, and resolve issues faster with autonomous AI built on trusted data.
Customers win. Analysts recognize. Salesforce delivers.
Salesforce TM Forum Catalyst team wins at DTW Ignite 2026.
One NZ makes plan changes fast, easy, and convenient with Agentforce.
Salesforce Named a Leader in the 2026 Gartner® Magic Quadrant ™ for Configure, Price, and Quote Applications.
See how communications companies power connections with Salesforce
Hit your KPIs with Salesforce for Communications
36
%
faster resolution time
Resolve customer inquires faster to reduce churn and create stickier relationships with Salesforce.
38
%
faster collaboration
Salesforce's purpose-built telecom BSS improves interoperability and collaboration.
37
%
increase in employee productivity with AI
Optimize processes with AI, data, and automation with the #1 Agentic CRM for communications.
Source: 2025 Salesforce Success Metrics [Communications Highlights]. Data is aggregated from 150 customers across 9 countries.
Grow revenue. Reduce churn. Boost ARPU. One telecom CRM built to do it all.
Check out how these purpose-built solutions for the communications industry can help your business.
Accelerate Communications Sales
Grow your revenue streams faster with Agentforce. Streamline quoting, automate manual sales tasks, mature leads, and empower sellers to close deals faster — powered by the #1 Agentic CRM for communications.
Optimize Telecom Customer Service
Make your service rep's job easier when you bring billing, telecom BSS, OSS, and CRM data into one, connected place. Agentforce resolves customer inquries directly and guides service reps on how to resolve more complex cases with knowledge and answers — all built into the service console.
Light up Fiber Subscriber Experiences
Achieve fiber build ROI faster by understanding where to build, attracting new subscribers, and onboarding them seamlessly. Personalize every customer experience with the power of integrated data activated with AI on our deeply unified platform.
Simplify Wholesale Transactions
Make buying or selling service to another service provider easy. Create and manage your product portfolio and simplify your inter-carrier wholesale transactions using industry-standard APIs on the world’s #1 Agentic CRM for communications.
Fulfill the Perfect Order
Reduce order fall out when you unifiy your data on Salesforce and activate it with Agentforce — saving time and lowering operational costs.
Unify the Telecom Customer Journey
Grow customer lifetime value when you unify your customer data and create highly personalized marketing journeys with Salesforce and Agentforce.
It starts with the #1 Agentic CRM for communications
Product
Communications Cloud
Transform and simplify the mission critical “middle office” with Communications Cloud. It is purpose-built for communications service providers, and includes Agentforce, applications, a data model, and integrations -- all for the communications industry. Best of all, it's built on the power of Salesforce CRM.
The Agentic Enterprise architecture for communications
The essential foundation for agentic telecommunications companies converts raw AI intelligence into secure, trusted, and coordinated operations behind the scenes and at every customer touchpoint.
System of engagement
The unified workspace for frontline teams and AI agents
Slack brings sales teams, service representatives, field technicians, and autonomous AI agents together in one collaborative command center. Instantly triage network alerts, coordinate dispatches, and approve complex B2B quotes without ever switching systems.
System of insight
Turn network telemetry and customer insights into revenue
Tableau translates complex network telemetry, customer consumption trends, and sales and service insights into action, embedded within the flow of work. Proactively predict subscriber churn and create new revenue streams with powerful business insights.
System of agency
Deploy autonomous telecom agents you can trust
Agentforce for communications combines flexible reasoning with strict telecom guardrails to autonomously resolve billing disputes, generate B2B quotes, and more. Easily build, scale, and audit secure agents that safely execute tasks within the exact customer context and compliance boundaries you define.
System of work
Robust automation from quoting to provisioning to servicing
Customer 360 apps for communications bring the product catalog, quoting and ordering, and service troubleshooting workflows to every customer-facing team. Now AI agents can assist these teams to execute billing, contracts, and provisioning natively within your established business rules and guardrails.
System of context
One simplified view of the subscriber journey
Data 360 for communications and industry data models unify billing, network, and CRM data into a single, trusted context layer without moving your data. Agents and teams get immediate access to real-time subscriber histories to proactively prevent churn and resolve service issues.
Get started faster with telecom CRM partner apps and experts
Accelerate revenue growth with thousands of prebuilt and consultant offerings on AgentExchange. Check them out today.
Keep up with the latest communications trends, insights and innovations
Report
Learn the latest Agentic AI Trends in Telecom
Webinar
Learn how Lumen is using Agentforce to streamline sales processes
Guide
Adopting Agentforce for Communications
Report
Learn the Latest Trends in Sales for Telecom
Salesforce TM Forum Catalyst team wins at DTW Ignite 2026
Salesforce's TM Forum Catalyst Team was honored with the Best Moonshot Catalyst Award for Showcase and Storyline Excellence. This recognition highlights Salesforce’s commitment to bridging the gap between network operations and customer experiences with the #1 agentic CRM for communications.
Uncover the new BSS playbook at Dreamforce
Stop letting legacy billing friction and complex systems bottleneck your growth. Join global telecom leaders to discover how pioneering operators are leveraging headless commerce and autonomous agents to capture net-new revenue, slash cost-to-serve, and scale transactions faster than ever before.
Ready to take the next step with the world's #1 Agentic CRM for communications?
Start your trial.
Try Communications Cloud free for 30 days. No credit card, no installations.
Watch a demo.
Learn how Communications Cloud powers customers' success.
Talk to an expert.
Ready to transform your communications business?
Telecom CRM FAQ
Salesforce for communications is the #1 Agentic CRM packaged, configured, and purpose-built for the communications industry. Anchored in the Salesforce Platform, communications companies can integrate and access to shared customer data, built-in predictive and generative AI, and communication specific process automation - which helps customers lower costs, increase productivity, and drive efficent growth.
Salesforce for communications offers a complete suite of solutions for every step of your customer lifecycle - across marketing, sales, order delivery, and service. Every solution has AI and automation built in. Cutomers reap ROI faster and improve customer experiencies.
To start, think about your main challenges and business goals. Then get to know our communications solutions listed on this page. This will help guide you to the right solution and how Salesforce can help. Then, sign up for our free trial org to get a taste of how Communications Cloud can help your business.
Telecom BSS, or business support system, is a suite of software applications used by telecommunications companies to manage customer-facing operations. It handles processes like billing, customer relationship management, and order management. The primary goal of telecom BSS is to streamline business operations and enhance the overall customer experience.
In the world of telecom, customer relationship management (CRM) is all about using the latest strategies, technologies, and practices to manage interactions throughout the customer lifecycle. This includes activities like sales, marketing, and customer service. When done right, CRM in telecom improves customer satisfaction, simplifies operations, and drives business growth.
