Vlocity, Inc., a leading industry cloud company,
is fundamentally transforming how the world's leading communication
companies engage with their customers by building business support
system (BSS) applications in the cloud, on the Salesforce Customer
Success Platform. The company today announced the general availability
of its 12th product release, Vlocity Communications Summer '16, now available on the Salesforce AppExchange.
Vlocity's communications industry domain expertise, combined with the
power of Salesforce, the world's #1 CRM company, enables organizations
to launch new offers in hours, capture and fulfill orders, and
effortlessly engage B2B and B2C customers through their channel and
device of choice.
Service providers are constantly working to increase business
agility, reduce IT cost and complexity, and deliver an effortless
digital customer experience. To achieve this, these organizations are
increasingly replacing their legacy customer-facing systems with
innovative new CRM and BSS applications born in the cloud. Vlocity and
Salesforce are on the vanguard of this historic technology transition.
A recent Telecoms.com survey of communications service providers revealed that:
- 62 percent report that their legacy CRM/BSS won't support their future business models
- 73 percent predict that all telco business IT applications will eventually be cloud-based
- 95 percent plan to adopt cloud-based CRM/BSS by 2020
The most recent example of this trend is Cellcom Israel,
Israel's leading mobile provider and that nation's fastest-growing
provider of landline telephony, internet and Over-The-Top TV
services. Cellcom recently selected Vlocity and Salesforce to lead its
B2B and B2C customer transformation.
"Delivering a superior customer experience is one of the
drivers for maintaining high subscriber growth," said Ron Shvili,
Cellcom's Chief Technology Officer. "We believe the Vlocity solution in
combination with Salesforce Service Cloud will help Cellcom Israel build
even stronger customer relationships, assist in providing quick and
efficient resolutions to service requests, and facilitate the service
provided by contact center agents."
One of the Industry's Most Comprehensive Cloud-Based BSS
Vlocity Communications leverages the omni-channel capabilities
of Salesforce's Service Cloud to provide a comprehensive suite of
Enterprise Product Catalog, Configure-Price-Quote (CPQ), Contract
Management, Order Management, and Guided Sales and Service applications
that support telco business operations from "Concept to Care." Vlocity
Communications is engineered specifically for communications service
providers in conformance with TM Forum industry standards, and
integrates flexibly with third-party systems through pre-built APIs and
web services.
Meanwhile, customer interest has been strong. Earlier this
year, Vlocity Communications was recognized by CRN Magazine as one of
the most downloaded apps on the Salesforce AppExchange.
"Vlocity Communications Cloud and Salesforce are key enablers
of our digital business transformation," said Umberto Angelucci, Chief
Technology Officer of Sky Italia. "Our successful deployment of Vlocity
and Salesforce to thousands of sales and service agents has helped us
significantly improve the omni-channel customer experience while driving
greater business agility and operational efficiency."
Unlike providers of traditional on-premise BSS applications
who provide only annual product enhancements (at best) and then charge
their customers to deploy them, Vlocity delivers new innovations three
or more times a year and makes them available to customers at no
additional charge.
New capabilities delivered in the recent Vlocity Communications Summer '16 release include:
Enterprise Product Catalog
- Enterprise Product Catalog Modeling and UI Enhancements
- TM Forum SID-based Modeling for Offers and Specifications
- Product Pricing, Bundling, Attribute Metadata Enhancements
Configure Price Quote (CPQ)
- Productized Communications Industry Processes (e.g. Customer Move)
- Workbench for Validating Availability and Eligibility Rules
Contract Management
- Collaborative Online Contract Redlining
- Contract Document Reconciliation
- Advanced Document Management
- Productized Communications Industry Processes (e.g. Contract Amendment, Renewal, Termination)
Order Management
- Order Decomposition Configuration and Data Mapping
- Metadata-Driven Order Decomposition User Interface
- Move, Add, Change and Disconnect (MACD) Order Decomposition & Orchestration
"We designed Vlocity Communications to empower communication
providers with a digital, agile and cloud-based approach to winning,
selling and serving customers," said Dan Ford, VP and General Manager,
Vlocity Communications and Media. "We're delighted by the results we're
seeing: our customers are going live faster, reporting higher Net
Promoter Scores, reducing operating costs and seeing increased revenue
from improved upselling and cross-selling."