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.
Communications Cloud 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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Build the future faster on a trusted platform, validated for telco agility and innovation.
Explore the Summer '25 Release, featuring new Agentforce capabilities that help automate billing resolution and sales quoting. Plus, discover major updates to our TM Forum APIs and sales tools.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Give service teams a complete view of what’s 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.
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.
Sell faster with trusted AI built directly into your CRM. Give every seller an AI assistant to automate prospect research, draft emails, and help plan their day. Empower reps to see the future with predicitive AI.
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.
Power the future of field service with the #1 AI platform for field service, built on the Agentforce 360 Platform.
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.
View detailed Communications Cloud pricing.
With Salesforce, our team is happier and more productive, customers are more satisfied, and we’re smashing our targets. I’m excited to see what comes next.
Arkaitz Jauregui CremersVP, Customer Operations, KPN
Trusted advisors with unmatched Salesforce experience and expertise, by your side.
Try Communications Cloud free for 30 days. No credit card, no installations.
Learn how Communications Cloud powers customers' success.
Ready to transform your communications business?
Agentforce Communications is the #1 AI CRM for telcos. It delivers a complete digital BSS suite that’s 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.
We’ll 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.
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.
