Bell Canada and Service Now enter business services pact
Bell Canada and ServiceNow are collaborating to enhance Canadian business telecom service experience.
The Canadian telco will integrate technologies with the ServiceNow platform tailored to the telecom industry’s unique needs, leveraging FX Innovation's professional and managed services.
Bell’s business customers will access streamlined service provisioning, improved operational efficiencies, and a more intuitive user experience in response to customer demand for simplification.
ServiceNow's Service Bridge application will enable Bell and Bell's ServiceNow customers to connect processes and facilitate interactions throughout the customer lifecycle, and will provide three main benefits:
Reducing service delivery timelines: The platform will provide purpose-built telecom solutions that align with unique business needs, ensuring more efficient and effective service delivery. According to ServiceNow and Bell, customers can get services in hours or days versus days or weeks.
Automation: Bell will be able to offer faster and more reliable services, enhancing customer satisfaction.
AI-driven insights: The joint solution will leverage AI to develop solutions to elevate customer service and predictive maintenance, ensuring a proactive approach to customer needs, with greater visibility to order and issue status.
"We are investing strongly in elevating our business client experience,” said John Watson, group president of business markets, customer experience and AI for Bell Canada. “The collaboration with ServiceNow will make the end-to-end experience - from ordering to provisioning to service assurance - easier and more effective and serve each client's unique needs."
Besides integrating ServiceNow into the Bell service ecosystem, Bell is also a member of ServiceNow's Product Advisory Council for Telecom. As ServiceNow commits to developing solutions to meet the needs of Bell and Bell's customers, Bell will help ServiceNow evolve its suite of telecom products and solutions.
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About the Author
Sean BuckleySean Buckley
Sean is the Editor-in-Chief of Lightwave. He establishes and executes Lightwave's editorial strategy across its website, email newsletters, events, and other information products. Before coming to Lightwave in July 2023, he served as editor of Broadband Communities. Earlier, he served as senior editor of FierceTelecom and the editor of the former Telecommunications Magazine. He got his start in the optical industry in 1998 when he became the editor of enterprise and optical networks at Information Gatekeepers. He has a BA in English from the University of Massachusetts, Boston, and lives in Dracut, Mass, with his wife, two sons, and his cat, Dove.
