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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 concept to cash to care, Salesforce helps telecoms grow revenue, cut costs, and resolve issues faster with autonomous AI built on trusted data.

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Customers win. Analysts recognise. Salesforce delivers.

Salesforce TM Forum Catalyst team wins at DTW Ignite 2026.

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Gartner Magic Quadrant graph showing Salesforce positioned as a Leader amongst top enterprise software providers.

Salesforce Named a Leader in the 2026 Gartner® Magic Quadrant ™ for Configure, Price, and Quote Applications.

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See how communications companies power connections with Salesforce

Hit your KPIs with Salesforce for Communications

36 %

faster resolution time

Resolve customer enquiries 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

Optimise 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.

A Mobile and Fibre Quote dashboard with a quote number and and a an opportunity name with the option to choose the proposal type before generating a quote.

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.

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Communications Cloud customer service dashboard displaying voice call controls and Agentforce recommendation options.

Optimise 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 enquiries directly and guides service reps on how to resolve more complex cases with knowledge and answers — all built into the service console.

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Light up Fibre Subscriber Experiences

Achieve fibre build ROI faster by understanding where to build, attracting new subscribers, and onboarding them seamlessly. Personalise every customer experience with the power of integrated data activated with AI on our deeply unified platform.

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A basket with products in the wholesale sales console and a dashboard containing a bubble chart for the likelihood of fault.

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.

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A dashboard with metrics related to order delivery, including order accuracy.

Fulfil the Perfect Order

Reduce order fall out when you unify your data on Salesforce and activate it with Agentforce — saving time and lowering operational costs.

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Communications Cloud customer segment dashboard displaying propensity scores, subscriber growth charts, and lifetime value calculations.

Unify the Telecom Customer Journey

Grow customer lifetime value when you unify your customer data and create highly personalised marketing journeys with Salesforce and Agentforce.

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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.

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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 centre. Instantly triage network alerts, coordinate dispatches, and approve complex B2B quotes without ever switching systems.

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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.

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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.

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System of work

Robust automation from quoting to provisioning to servicing

Customer 360 apps for communications bring the product catalogue, 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.

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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.

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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

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

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

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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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Telecom CRM FAQs

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 efficient 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. Customers reap ROI faster and improve customer experiences.

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.

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Salesforce TM Forum Catalyst team wins at DTW Ignite 2026.

Salesforce Named a Leader in the 2026 Gartner® Magic Quadrant ™ for Configure, Price, and Quote Applications.

Accelerate Communications Sales

Optimise Telecom Customer Service

Light up Fibre Subscriber Experiences

Simplify Wholesale Transactions

Fulfil the Perfect Order

Unify the Telecom Customer Journey

Communications Cloud

The unified workspace for frontline teams and AI agents

Turn network telemetry and customer insights into revenue

Deploy autonomous telecom agents you can trust

Robust automation from quoting to provisioning to servicing

One simplified view of the subscriber journey

Start your trial.

Watch a demo.

Talk to an expert.

What is Salesforce for communications?

What are the benefits of Salesforce for communications?

How do I get started with Salesforce for communications?

What is telecom BSS?

What is CRM in telecom?

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