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Streamline Agentic Communications Service Operations
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.
See how customers are driving efficient and personalized service with Agentforce 360 for Communications.
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
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.
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.
Powered by Agentforce, this solution uses incoming case data, customer engagement history and knowledge to create dynamic, step-by-step action plans to streamline customer support, enhance agent productivity, accelerate rep onboarding, and ensure company policy compliance. By integrating intelligent automation into detailed service plans, organizations can achieve higher service standards, optimize resource allocation, and improve overall customer satisfaction.
Personalize customer service experiences across all channels with AI agents and fully integrated data.
Service Cloud
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.
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.
Easily complete process automations and extend existing workflows to humans and agents across any digital channel with step-by-step guides.
Get setup in minutes. Agentforce for Service doesn’t 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.
Accelerate onboarding and increase productivity with AI & collaboration.
Slack
Resolve cases and incidents faster by swarming around issues in real-time with experts across the enterprise and field.
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.
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.
MuleSoft
MuleSoft’s unified platform provides you with connected experiences, products, and services.
Field Service
Power the future of field service with the #1 AI platform for field service, built on the Agentforce 360 Platform.
Tableau
Do more with your data with scalable insights. Boost productivity and decision-making with AI.
Data 360
Empower teams to engage customers at every touchpoint with relevant insights and contextual data.
Marketing Cloud
Get to know your customers through unified profiles. Personalize offers across any channel with AI. Build lasting relationships that drive business growth.
Sales Cloud
Empower sales teams with data from any source and trusted AI for sellers, employees, and partners.
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
Get the most out of telecom customer service software with thousands of partner apps and experts.
Learn new skills with free, guided learning on Trailhead.
Hit the ground running with telecom customer service solution tips, tricks, and best practices.
Ready to take the next step with the world's #1 AI CRM for communications?
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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 customer service solution FAQ
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.
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.
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.