Bluewolf has announced the launch of its Salesforce Fullforce solution for the telecommunications industry, Bluewolf AI Now for Telecommunications, which will be generally available later this month.
The solution is built in partnership with global strategic partner Vlocity, a leading provider of industry cloud software. It uses a unified digital platform with integrated intelligence from IBM Watson to enable faster, more predictable deployments. The collaboration aims to deliver industry-specific Salesforce innovation to communications service providers (CSPs) of all sizes, helping them transform customer engagement and drive measurable value through unified billing, commerce, phone activation, sales and service across all channels.
Bluewolf AI Now brings augmented customer intelligence by incorporating Watson Conversation and Personality Insights technologies that operate across multiple online communication channels. Chatbots are used to interact with customers and present personalized offers and promotions.
Vlocity Communications is built natively on the Salesforce platform and extends it with enterprise-grade functionality, including Product Catalog, Configure-Price-Quote (CPQ), Contract Management, Order Management and Retail Clienteling. These pre-built applications and business processes help CSPs deliver differentiated customer experiences while increasing operational agility. Sales Cloud Einstein features such as Lead Scoring and Opportunity Insights help CSPs prioritize high-value prospects, while Service Cloud Einstein Supervisor Insights highlights the most urgent customer cases to address.
The MATRIXX Digital Commerce Platform delivers instant invoicing for any product or service and enables real-time charging and billing, supporting always-on customer engagement.
Customers benefit from a true omnichannel experience via native iOS mobile applications that CSPs can use for customer service and sales management, with full offline capabilities. Subscribers gain access to personalized offers, one-click purchasing and on-demand content directly from their carrier.
Eric Berridge, CEO of Bluewolf, attributes the ability to create exceptional customer moments to the strategic use of augmented intelligence. By investing in analytics and treating that insight as a competitive advantage, companies can better understand customers and deliver more meaningful interactions.
In a related piece for sister publication MarketingTech in April, Berridge recommended leveraging intelligent business applications to uncover deeper customer insights, identify patterns and trends, and create a higher level of intelligent engagement across sales, service and marketing.