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Communications Cloud
Communications Cloud, helps telecom organizations scale workforce capacity, lower cost-to-serve, and maximize lifetime customer value with applications, processes, data models, and AI agents pre-built for the telco industry. Unify disconnected BSS and OSS data to anticipate subscriber needs, automate complex quoting, and deploy autonomous agents with the #1 Agentic CRM for communications.
Leading communications providers build their Agentic Enterprise with Salesforce
See what's new in the communications industry
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.
Grow as an Agentic Enterprise with Agentforce
With product.Agentforce for Communications you can efficiently grow your revenue with autonomous upselling and optimized seller support.
Report
2025 Gartner® Magic Quadrant™ for Configure, Price and Quote Applications
Gartner Names Salesforce Industries a Leader in Magic Quadrant for Configure, Price and Quote Applications.
White paper
Moonshot Catalyst Award White Paper: The Future of the AI-Native Telco
Get the white paper on the award-winning Agentic ODA framework.
Guide
IDC MarketScape: Worldwide Configure Price Quote Applications for Commerce 2024-2025 Vendor Assessement
Find out why the IDC MarketScape recognized Salesforce as a Leader in CPQ for Commerce in their latest report.
Announcement
Communications Cloud is Ready for Open Digital Architecture (ODA)
Build the future faster on a trusted platform, validated for telco agility and innovation.
Accelerate service-to-sales in the Spring '26 release
Explore the Spring '26 release, featuring new AI tools that empower field technicians to identify and close revenue opportunities on site. Plus, discover a new visual approach to designing order-to-cash journeys and smarter safeguards for managing complex enterprise quotes.
What can you do with Communications Cloud?
Achieve unconstrained growth while transforming the customer experience. Improve ARPU, revenue, and reduce churn with AI agents, out-of-the-box applications and workflows, and industry-standard integrations.
Boost sales velocity and revenue
Deploy pre-built AI agents to automate complex B2B quote generation. Autonomously validate technical eligibility, run real-time pricing, and group enterprise sites to help sellers eliminate manual configuration.
Streamline complex multi-site B2B transactions with high-performance batch pricing, bulk account configurations, and robust validation rules that process thousands of quote line items simultaneously without system timeouts.
Automate complex pricing matrix calculations and multi-play validation on the fly, ensuring that sales reps and self-service channels always submit completely accurate, provision-ready quotes.
Maximize ARPU at every touchpoint
Autonomously analyze and resolve billing disputes by comparing historical and current invoice data, combined with contextual product and service information. Provide subscribers with instant clarity and eliminate the "bill shock" that drives churn.
Lock in steady ARPU growth during contract renewals. Automatically trigger personalized renewal flows with built-in, rules-based pricing step-ups, indexation, or mid-term hardware upgrade offers.
Turn routine support into revenue. When resolving billing disputes or coverage inquiries, automatically arm agents with pre-validated, value-packed bundles that resolve the customer's issue while growing their monthly spend.
Accelerate revenue realization
Send new purchases directly from the sales shopping cart to active network delivery. Automatically break down complex product or service bundles and route each service to the right department for quick activation.
Handle customer requests to move, add, change, or disconnect services without a hitch. Easily modify active customer plans or update pending orders mid-stream while automatically keeping original pricing and discounts accurate.
Invoke inbound TM Forum Open APIs via Connect REST endpoints without needing a managed API gateway, accelerating deployments while keeping traffic localized to meet strict regional data residency rules.
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.
Increase agent productivity and improve customer service
Equip technicians on-site with guided diagnostic tools directly on their mobile devices. OmniStudio flows guide crews through structured testing, fault isolation, and repair verification to consistently drive up first-time-fix rates.
Turn service visits into revenue drivers. Empower field technicians to leverage conversational AI to easily present plan upgrades, check equipment eligibility, and generate customer quotes on the spot.
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.
Design drag-and-drop, digital-first subscriber journeys like plan changes, authentication, and top-ups that integrate seamlessly into your front-end apps and portals without writing custom code.
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Communications Cloud Pricing
Find the right Communications Cloud edition for your business needs.
Communications Cloud Growth
A flexible and extendable platform specific to the communications industry to drive efficiency through automation, workflows, and integrations.
$
325
USD/User/Month
(Billed annually)
- Communications Data Model
- Pre-Built Communications Consoles and Processes
- TMF APIs
Communications Cloud Advanced
All the tools and functionality of Communications Cloud Growth plus Revenue Cloud Advanced for Communications, Salesforce Contracts and more.
$
475
USD/User/Month
(Billed annually)
- Revenue Cloud Advanced for Communications
- Asset-Based Ordering
- Salesforce Contracts
Agentforce 1 Sales Edition for Communications Cloud
AI-powered CRM for Communications with Agentforce and Data Cloud.
$
850
USD/User/Month
(Billed annually)
- Agentforce for Communications Cloud
- Data Cloud and Agentforce Flex Credits
- Premium Sales Apps and Tools
Agentforce 1 Service Edition for Communications Cloud
AI CRM for Comms service with Agentforce and Data Cloud.
$
850
USD/User/Month
(Billed annually)
- Agentforce for Communications Cloud
- Data Cloud and Agentforce Flex Credits
- Digital Engagement and Service Voice
* Includes Sales Cloud or Service Cloud. Add Sales & Service Cloud for an additional $25/user/month (billed annually). All pricing editions require an annual contract. This page is provided for information purposes only and subject to change. Contact a sales representative for detailed pricing information.
“By building our agentic enterprise on Salesforce, we have moved beyond simple efficiency to radical automation, saving $5.6 million in our first year alone. Agentforce is the engine reclaiming more than 300 hours of productivity for our teams every week, allowing us to pivot from managing manual complexity to focusing entirely on revenue-generating innovation.” — Ryan Asdourian, EVP & Chief Marketing & Strategy Officer, Lumen Technologies
Ryan AsdourianVP & Chief Marketing & Strategy Officer , Lumen Technologies
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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
Ready to take the next step with the world's #1 Agentic CRM for communications?
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Communications Cloud FAQ
Communications Cloud, is the #1 Agentic CRM for Communications built on the Salesforce Platform. Communications Cloud is a purpose-built product for communications service providers (CSPs), delivering a complete digital BSS suite that’s catalog-driven from commerce to cash. Communications Cloud enables CSPs to quickly adapt to changing customer expectations and market shifts, make data-driven decisions, and improve operational efficiency across sales, customer care, marketing, retail, and the entire BSS/OSS stack.
You don't have to be a Salesforce expert to get up and running with Communications Cloud. We’ll work with you to build a complete solution that addresses all your business needs. Plus, we ensure a level of scalability that promotes continuous innovation.
We understand that great technology alone is not enough to guarantee success. With Salesforce’s proven customer success methodology and ecosystem, each and every communications customer has ISVs, systems integrators, Trailhead, and communities of industry peers sharing their knowledge to help you be successful.
In contrast to existing IT solutions, which were probably built by different vendors on different development platforms, Communications Cloud, is built by industry experts on the Salesforce Platform in conformance with industry standards. This helps our customers get live faster, integrate more easily with third-party applications, and take advantage of regular product updates and innovations. The product also offers a growing library of prebuilt applications, product models, standards-based integrations, and UX experiences that help accelerate time to value and reduce risk. With Communications Cloud, operators can quickly launch innovative services, deliver omni-channel experiences that are tailored to telco requirements, grow revenue, and increase business agility — resulting in a faster time to value.
