Bluewolf Announces New Telecommunications Salesforce Fullforce Solution to Connect Customer Experience to Value

May 31, 2017

Bluewolf integrates IBM Watson APIs, Vlocity and Salesforce Einstein to improve experiences for telecommunication agents and customers

New York — May 31, 2017 — Global consulting agency Bluewolf, an IBM Company, announced it is launching a new Salesforce Fullforce Solution for the telecommunications industry—Bluewolf AI Now™ for Telecommunications. The solution will be generally available June 15.

Today, everyone and everything is becoming smarter and more connected than ever before. To help customers succeed, Bluewolf’s Salesforce Fullforce telecommunications solution will provide faster and more predictable deployments via a single digital platform with integrated intelligence from IBM Watson. Powered by Global Strategic Partner Vlocity, a leading provider of industry cloud software, Bluewolf AI Now™ for Telecommunications will help communications service providers (CSPs) connect customer experience to value through unified billing, commerce, phone activation, sales and communications across all channels.

Salesforce Fullforce Solutions are consulting partner offerings recognized for their specialization in priority Salesforce industries and other key solution areas. Customers benefit from this designation, which reinforces Bluewolf’s proven industry expertise and customer success. Additionally, Bluewolf’s strategic partnership with Vlocity aims to drive industry-specific Salesforce innovation and solutions to companies of all sizes.

“As a Salesforce and Vlocity Global Strategic Consulting Partner, we deliver the strategy and execution to make digital transformation and AI a reality for any industry,” said David Trinh, Managing Director, Salesforce Go-to-Market Industry Lead, Bluewolf. “All businesses can be disrupted, and Bluewolf AI Now™ gives CSPs an intelligent, end-to-end digital experience that completely transforms customer engagement.”

Bluewolf AI Now™ for Telecommunications provides the following capabilities:

  • Augmented Customer Intelligence Using IBM Watson APIs – The solution incorporates Watson Conversation and Personality Insights technologies to enhance customer engagement across multiple channels, including web, chat, mobile and social. Customers who engage online via chat will be able to interact with a chatbot designed to provide information on their current services, such as data usage, voice consumption, payment history; and deliver personalized offers and targeted promotions. When needed, Watson will equip agents with insights that can help them better interact with each customer, increasing satisfaction, helping reduce call resolution and order processing times, and boosting their cross-sell and upsell opportunities.
  • Communications Industry Cloud CRM & BSS Applications, Powered by Vlocity and Salesforce Einstein – Built natively and additively on the Salesforce platform, Vlocity Communications delivers Enterprise Product Catalog, CPQ (Configure-Price-Quote), Contract Management, Order Management, and Retail Clienteling applications and pre-built business processes, that help CSPs deliver a differentiated customer experience and operate with increased business agility. Sales Cloud Einstein Lead Scoring and Opportunity Insights prioritize the highest value leads, giving CSPs the intelligence to determine which customers to call first and next. Service Cloud Einstein Supervisor Insights empowers call center agents with key insight to improve customer satisfaction, identifying the most timely cases to focus on based on customer profile, sentiment, or case escalation.
  • Real-Time Charging and Billing with MATRIXX Digital Commerce PlatformMATRIXX enables always-on customer engagement and instant invoicing for any product or service. For example, if a CSP customer is traveling within multiple countries, where country-specific carrier charges apply, Bluewolf AI Now™ allows for billing through one carrier, regardless of how many new networks are being charged.
  • Mobile First and Omni-channel ExperienceNative iOS mobile applications provide CSPs the ability to tailor customer-facing apps, customer service and sales management, with full offline capabilities anytime, anywhere. Customers receive access to personalized offers, on-click purchasing, and access to on-demand content, directly from carriers.

Bluewolf and IBM have delivered end-to-end Salesforce innovation for telecommunication companies including T-Mobile, Vodafone Hutchison Australia, and TELUS Communications, a leading Canadian national telecommunications company.

“Our IBM and Salesforce solutions help us to deliver tailored, responsive services that are a key enabler in transforming how we sell to and serve our clients,” said Brad Pruner, Director, CRM, TELUS. “The value of integrating AI and cognitive capabilities into these solutions will be a source of advantage in a highly competitive industry.”

“We’re excited to see the first of many Fullforce solutions come to market as part of our partnership with IBM and Bluewolf,” said Don Lynch, SVP, worldwide alliances, Salesforce. “Fullforce Solution partners ensure our customers benefit from proven industry expertise, combined with Salesforce’s Intelligent Customer Success Platform. Ultimately, this empowers companies to connect with their customers in entirely new ways.”

Bluewolf is recognized as a global leader in the Salesforce implementation ecosystem and holds Salesforce Fullforce Master accreditation across Sales, Service and Platform. Fullforce Solution partners have demonstrated proven expertise and customer success, and receive Salesforce go-to-market support, executive sponsorship and guidance as part of the Salesforce Partner Program.

To learn more about Bluewolf AI Now™ for Telecommunications, visit: https://bluewolf.com/ainow-telco

About Bluewolf, an IBM Company
Bluewolf, an IBM Company, is the global Salesforce consulting agency committed to creating customer and employee experiences that drive a return on innovation. We enable companies of any size and industry to deliver deeper, personalized customer moments with Augmented Intelligence (AI) as a competitive advantage–now. Using our patented project delivery solution, Bluewolf Sightline™, we reduce deployment time and get results faster with less risk for customers worldwide, such as T-Mobile, Mercedes-Benz, and AmerisourceBergen. www.bluewolf.com

Salesforce, Fullforce and others are trademarks of Salesforce.com, Inc.

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