Salesforce is honored to announce its omni-channel service solution in communications industry is now certified by TM Forum.  Conformance of this solution with TM Forum’s Business Process Framework (Version 16.0) clearly demonstrates Salesforce’s commitment to providing our customers with an industry standards-based customer service platform that makes it easy to personalize every service interaction, enabling agents and mobile workers to be more productive, and predict customers’ needs with intelligence.

What Alfred Anaya (Lead Frameworx Conformance Certification Assessor, TM Forum) Has to Say:

“After taking a close look at the Salesforce solution for omni-channel service in the Communications Industry – as part of a TM Forum Frameworx Conformance Certification assessment – there is substantial evidence that Salesforce offers a flexible and configurable product, which supports a wide variety of use cases and business scenarios. Salesforce's solution displays rich features, modern look-and-feel along with practical functionality, and all these features were verified as part of the certification process.

The following Business Process Framework processes were evaluated for Conformance:

 - Customer Management

- Customer Interaction Management

- Customer Support & Readiness

- Customer Information Management

- Customer Experience Management

- Problem Handling

The Salesforce solution for omni-channel service runs entirely in the cloud. It is an integrated solution for managing all interactions with customers and prospects, providing important capabilities such as email, mobile, social media, live agent, omni-routing and a variety of other web tools, and a myriad of configuration possibilities to support ad-hoc or specialized processes and use cases, enabling an efficient management of the customer journey across every channel. The resulting Conformance Certification scores were amongst the highest in the range of similar products which TM Forum has certified for Conformance.”

With over 900 member companies across more than 150 countries, TM Forum provides industry best practices and standards that have been adopted by numerous Communications Service Providers (CSPs) and vendors to collaborate, co-create, deliver and monetize digital services for billions of customers globally. Salesforce, a market leader in Communications Industry CRM space, is aligned with the strategic vision of TM Forum to simplify processes and enable CSPs to become more customer centric and re-imagine customer engagement across a broad range of business functions, channels and devices. As a proud member of TM Forum, Salesforce continues to provide thought leadership by leading Catalysts and has been recognized with a prestigious award from TM Forum for Enabling Customer Centricity in the TM Forum Live! 2016 event in Nice, France.

Communications industry solutions from Salesforce help CSPs to deliver an omni-channel CRM solution from concept to cash for full lifecycle service management. The Customer Success Platform provides multiple options to integrate with CSPs’ existing BSS/OSS systems without replacing them. CSPs can take advantage of Salesforce’s Communications Industry Framework, built in accordance with TM Forum Frameworx, to further accelerate their transformation. The conformance certification from TM Forum is a recognition that Salesforce meets industry standards and fulfils CSPs’ requirements to deliver an omni-channel solution for service.

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Click here to learn more about Communications Industry solutions from Salesforce.

About the Author

Abhi Sur is currently a Director in Communications & Media Industry Business Unit. Sur is an accomplished Communications Industry Technologist with twenty years of experience in Technology Strategy, Enterprise Architecture and Design, driving large-scale Telecom BSS/OSS implementation projects. He is currently engaged in leading customer centric transformation for enterprises using Salesforce platform.