ServiceNow's Telecommunications Service Management (TSM) is a comprehensive SaaS solution designed to revolutionize telecom service operations. It leverages AI and automation to streamline workflows, enhance customer experiences, and boost operational efficiency across the entire telecom value chain. TSM integrates various aspects of telecom service management into a single, unified platform, enabling telecom providers to deliver seamless, proactive service experiences while improving profitability.

Key Features

AI-Powered Assistance TSM incorporates advanced AI capabilities to enhance service delivery and operational efficiency.

• Now Assist for Telco: Enables faster issue resolution with instant summaries
• Guided Decisions: Provides contextual next-best-action recommendations for complex cases

Customer-Centric Tools The platform offers a range of features designed to improve customer experiences and engagement.

• Self-Service Portal: Integrates knowledge bases, service catalogs, and chatbots
• Omnichannel Engagement: Allows customer interaction across various channels
• 360° Customer View: Provides support teams with a comprehensive view of customer accounts

Service Operations Management TSM includes tools for efficient service operations and incident management.

• Service Operations Workspace: Enables proactive incident management
• Service-Aware CMDB: Streamlines service and network operations with a unified data structure
• Real-Time Service Health: Utilizes AI and machine learning for improved user experiences

Benefits

Enhanced Operational Efficiency TSM streamlines processes and automates workflows to boost productivity and reduce costs.

• Automates essential processes across the entire value chain
• Provides real-time visibility into agent workload and performance

Improved Customer Experience The platform enables telecom providers to deliver superior, proactive customer service.

• Empowers customers with self-service options and transparent communication
• Facilitates faster issue resolution through AI-driven insights and tools

Scalable Service Operations TSM offers flexible packages that can adapt to changing business needs.

• Provides a single platform for enterprise automation
• Allows for seamless integration with third-party tools and APIs