Explore Telecommunications Customer 360

Use the Telecommunications Customer 360 application to get a unified view of customer data including account details, interaction history, product inventory, and billing, and resolve issues faster from a single workspace.

Telecommunications Customer 360 customer service representatives can look up complete customer details, examine history and diagnostics to understand the issue, and take actions such as creating cases, billing inquiries, and work orders.

Telecommunications Customer 360 gives customer service representatives the information, context, and insight they need to analyze customer issues and reach a resolution faster, without switching between applications.

Key capabilities include:

• A 360-degree customer card with live information for immediate, complete context.
• A unified timeline of interactions, billing details, and live diagnostics to understand the full history behind a customer's issue.
• AI-generated summaries of customer health, recent issues, and sentiment powered by Now Assist.
• Actions to create cases, billing inquiries, work orders, and customer orders, with playbook-driven recommendations for customer issues.
• Data visualizations including case breakdown charts and CSAT scores.
• Data configuration for different card components and ability to gather data from different sources.

You can access the Telecom Customer 360 page from the CSM/FSM Configurable Workspace from an account, consumer, or contact table.

To start using Telecommunications Customer 360, see Telecommunications Customer 360 home page.