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Cloud software to manage telecommunications service

Telecommunications Service Management

Enable CSPs to enhance customer care, automate service assurance and get real-time data visibility.

Telecommunications Service Management

Connect your telecom operations—from the network to the customer—on a single platform. Simplify service delivery with insights to take proactive action.

Deliver better customer experiences.

Capabilities that scale with your business

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

eBonding for Telecommunications

Connect ServiceNow instances between your organisation 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 models 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.


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 digitising and automating service processes.

Guided Decisions

Dynamically help agents resolve complex cases with contextual recommendations.

Predictive Intelligence

Use machine learning to route issues, recommend solutions and identify trends.


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

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Knowledge Management

Provide instant access to relevant knowledge for customers and the agents who serve them.


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

Visual Workflow and Automation

Automate service processes, tasks and assignments with Flow Designer and Integration Hub.

Proactive Customer Service Operations

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

Service Management for Issue Resolution

Identify, diagnose and permanently resolve customer issues.

Visual Task Assignment

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

Mobile Agent

Manage cases on the go with a consumer-style app using native device features.

Performance Analytics

Unlock insights to anticipate trends, prioritise resources and improve service.

Reports and Dashboards

Generate and distribute customised reports and dashboards on demand.


Use surveys to measure the voice of the customer and stay up to date with customer concerns.

Continual Improvement Management

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

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.