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Vlocity Communications Delivers Next-Generation BSS in the Cloud

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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 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."

Published Tuesday, July 19, 2016 11:46 AM by David Marshall
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