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Cloud software to manage telecommunications service

Telecommunications Service Management

Unite telecom service and operations on a single platform.

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Telecommunications Service Management

Deliver better experiences while improving profitability and operational efficiency​ for your telecom operations.

Harness the whole ecosystem to serve the customer.

Purpose-built for telecom

Telecom management technology for proactive support

Deliver proactive experiences

Identify and address problems quickly. Empower your customers with self-service tools to learn, make changes, and troubleshoot issues on their own.

Read White Paper
Service mapping technology to fix issues fast

Resolve issues quickly

Automate issue resolution. Keep customers informed on current disruptions and how they’re being resolved.

Read White Paper
Telecom customer operations dashboard to view data

Build efficiency

Automate and optimize operational workflows with AIOps and machine learning to drive organization-wide efficiencies and reduce costs.

Learn More

Purpose-built for telecom

Telecom management technology for proactive support

Deliver proactive experiences

Identify and address problems quickly. Empower your customers with self-service tools to learn, make changes, and troubleshoot issues on their own.

Read White Paper
Service mapping technology to fix issues fast

Resolve issues quickly

Automate issue resolution. Keep customers informed on current disruptions and how they’re being resolved.

Read White Paper
Telecom customer operations dashboard to view data

Build efficiency

Automate and optimize operational workflows with AIOps and machine learning to drive organization-wide efficiencies and reduce costs.

Learn More

Capabilities that scale with your business

TSM includes key applications and capabilities that scale with your needs.

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Service Bridge

Connect ServiceNow instances between your organization and your enterprise customers.

 
 

Telecommunications Assurance Workflows

Use pre-built, best practice workflows for common network incidents and service changes.

 
 

Order Management for Telecommunications

Improve your order process with detailed data model and workflows.

 
 

Agent Workspace

Boost agent operations productivity with guided resolution, multitasking, and a single view.

 
 

Case Management

Manage and view enterprise-wide interactions to meet customer expectations and SLAs.

 
 

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email, and social media.

 
 

Customer Central

Give agents a consolidated view of internal and external customer data to boost productivity.

 
 

Advanced Work Assignment

Automatically route work to the most qualified agents based on criteria or affinity with the case.

 
 

Playbooks for Customer Service

Manage case flows across teams by digitizing and automating service processes.

 
 

Guided Decisions

Dynamically help agents resolve complex cases with contextual recommendations.

 
 

Predictive Intelligence

Simplify and accelerate everyday work with built-in machine learning.

 
 

Self-Service

Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.

 
 

Virtual Agent

Resolve issues fast with an intelligent chatbot that understands simple, human language.

 
 

Knowledge Management

Improve business efficiency with easy knowledge sharing and collaboration.

 
 

Communities

Connect customers and employees with their peers to find answers and solve problems.

 
 

Flow Designer

Automate business processes as digital workflows across departments, apps, and systems.

 
 

Proactive Customer Service Operations

Monitor customer products and services to identify issues proactively and fix them quickly.

 
 

Problem Management

Identify the root cause of issues and proactively prevent future disruptions.

 
 

Visual Task Boards

Assign customer requests and tasks to other departments with visual task boards.

 
 

Mobile Agent

Make it easy for agents to triage, act on, and resolve requests on the go.

 
 

Performance Analytics

Anticipate trends, prioritize resources, and continuously improve with real-time analytics.

 
 

Reporting

Create on-demand reports using a single data model for instant, up-to-date insights..

 
 

Surveys and Assessments

Drive continual service improvement with feedback and assessment results for any service.

 
 

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

 
 

TM Forum APIs

Create agile, interoperable systems across digital ecosystems

 
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Built on the Now Platform®

TSM includes powerful platform capabilities so you can quickly deliver apps and workflows to accelerate your digital transformation.
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Laptop with single data model
Single data model Eliminate information silos with one data source for your enterprise.
Customizable mobile phone experiences
Modern mobile experiences Keep users informed and engaged anytime, anywhere with intuitive mobile apps.
Ideas based on intelligence
Intelligent automation Supercharge your workflows with machine learning and AI-powered experiences.
Automate work across departments with customer workflows

Reimagine the customer experience

Scale service operations and increase customer satisfaction with connected digital workflows that automate work across departments.

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Resources

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Explore the possibilities

See what you can achieve when you connect your entire telecom operation on one platform. Build connections, eliminate silos, and improve customer experiences.

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