eBonding for Telecommunications Connect your ServiceNow instances with ServiceNow instances of your enterprise customers.

Telecommunications Assurance Workflows

Provide pre-built, best practice workflows for common network incidents and service changes.

Proactive Customer Service Operations

Monitor your customers’ products and services to identify issues and proactively fix them.

Predictive Intelligence

Use machine learning to route issues, recommend solutions, and identify knowledge gaps.

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Performance Analytics

Analyze trends with KPIs, metrics, and role-based dashboards for customer service.

Playbooks for Customer Service

Manage case flows across teams by digitizing and automating service processes.

Guided Decisions

Dynamically guide agents to resolve complex cases with contextual recommendations.

Customer Central

Give agents a consolidated view of internal and external customer data to boost productivity.

Customer Project Management

Manage your entire project lifecycle and empower customers and agents to manage project tasks.

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

Agent WorkspaceEnhance agent productivity with multitasking, integrated solutions, and an optimized layout.

Case Management

Manage customer interactions and visually track activities, case status, and SLAs.

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email, and social media.

Visual Workflow and Automation

Automate assignments, tasks, and service processes with a simple drag-and-drop interface.

Self-Service

Drive self-service from a portal integrated with knowledge, service catalogs, communities, and chatbots.

Knowledge Management

Provide instant access to relevant knowledge for customers and the agents who serve them.

Communities

Connect customers and employees with their peers to find answers and solve problems.

Mobile App

Manage cases on the go with a consumer-style app using native device features.

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

Advanced Work Assignment

Automatically route work to the best agent based on criteria or an affinity to the case (affinity requires Professional package).

Visual Task Assignment

Assign customer requests and tasks to other departments with visual task boards.

Surveys

Use surveys to measure voice of the customer and stay current with customer concerns.

Reports and Dashboards

Generate and distribute customers reports and dashboards on demand.