A customer query and a recommended Einstein Alerts response for the query.

Communications Cloud

Transform and simplify the mission critical “middle office” with a purpose-built product for communications service providers. It includes cost saving applications, a data model, and integrations -- all specific to the communications industry. Best of all, it's built on the #1 AI CRM.

Leading service providers run their business with Communications Cloud.

 

FPO
Telecom Argentina customer story
Telefónica Germany customer story
Telstra customer story

Communications Cloud is Ready for Open Digital Architecture (ODA)

Scale service operations and boost agent productivity with AI and automation.

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.

Einstein generating a response to a prompt for a customer's billing information.

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.

A graph of likelihood of fallout versus order number, along with statistics on orders, pending tasks, and more.

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.

An account snapshot with statistics on the total due and a graph with the balance dues over 25 months.
Einstein generating a response to a prompt for a customer's billing information.
A graph of likelihood of fallout versus order number, along with statistics on orders, pending tasks, and more.
An account snapshot with statistics on the total due and a graph with the balance dues over 25 months.

Streamline BSS processes and reduce overall IT costs.

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 with Communications Cloud.

Tag options for promotions, simple and complex offers and products, customer-facing service, resources, and more.

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.

A Get Started portal with information to fill out like account name, quote name, opportunity name, and price list name.

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.

A flow chart that showcases decisions at every step of the consumer lifecycle.
Tag options for promotions, simple and complex offers and products, customer-facing service, resources, and more.
A Get Started portal with information to fill out like account name, quote name, opportunity name, and price list name.
A flow chart that showcases decisions at every step of the consumer lifecycle.

Simplify and streamline the product-to-cash workflow for product managers and sellers.

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.

A workflow structure with a drag and drop feature to add products to it.

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.

A portal which asks for additional properties details like contract term, order management behavior, and more.

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.

A console with statistics on top accounts according to parameters like propensity to buy, attrition rate, and more.

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.

An online cart for businesses with a product in it, along with all the add-ons included in that product.
A workflow structure with a drag and drop feature to add products to it.
A portal which asks for additional properties details like contract term, order management behavior, and more.
A console with statistics on top accounts according to parameters like propensity to buy, attrition rate, and more.
An online cart for businesses with a product in it, along with all the add-ons included in that product.

Increase agent productivity and improve customer service.

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.

A Canvas portal with opportunities and approved workflows displayed.

Give service teams a complete view of what’s happening across the contact centers and proactively notify them of issues for quick rectification with Einstein Conversation Insights. Identity Verification lets agents verify a customer's identity using automated workflows that can be easily configured.

A Google map showcasing service availability checks around the locality.

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.

A hierarchy of a client's employees, stakeholders, store sites, and billing accounts.
A Canvas portal with opportunities and approved workflows displayed.
A Google map showcasing service availability checks around the locality.
A hierarchy of a client's employees, stakeholders, store sites, and billing accounts.

Get the most out of Communications Cloud with thousands of partners and experts.

Prodapt
Palladin Technologies
IdeaHelix
Aria
Accenture
Capgemini

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Communications Cloud FAQ

Communications Cloud 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.

Communications Cloud 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.