Thursday, 01 June 2017 23:01

Bluewolf to release new Salesforce Fullforce solution for telecommunications


Global consulting company Bluewolf is set to launch a new Salesforce Fullforce solution for the telecommunications industry specifically designed to help communications service providers (CSPs) with their customer connections.

Bluewolf, an IBM company, says its new solution — dubbed Bluewolf AI Now — will help CSPs connect customer experience to value through unified billing, commerce, phone activation and sales and communications across all channels.

According to Bluewolf, today everyone and everything is becoming smarter and more connected than ever before, and to help customers succeed, the telecommunications solution will provide faster and more predictable deployments via a single digital platform with integrated intelligence from IBM Watson.

“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.”

Trinh says Bluewolf and IBM have delivered end-to-end Salesforce innovation for telecommunication companies including T-Mobile, Vodafone Hutchison Australia, and TELUS Communications, a 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,” Pruner said.

Don Lynch, SVP, worldwide alliances, Salesforce, says Fullforce Solution partners ensure its 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,” Lynch says.

Bluewolf says its AI Now for telecommunications provides a range of capabilities including Augmented Customer intelligence using IBM Watson APIs, with the solution incorporating Watson Conversation and Personality Insights technologies to enhance customer engagement across multiple channels, including Web, chat, mobile and social.

Bluewolf says 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. They will also be able to deliver personalised offers and targeted promotions and, 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.

To learn more about Bluewolf AI Now for Telecommunications click here.

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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