MONTREAL – Bell Canada and Calif.-based digital workflow company ServiceNow announced Wednesday a collaboration “to help transform the telecommunications service experience for Canadian businesses”, according to a press release.
Under the partnership, Bell will integrate leading technologies with ServiceNow’s cloud-based platform tailored to the unique needs of the telecom industry, leveraging the expertise of FX Innovation, a Montreal-based cloud services provider acquired by Bell earlier this year.
“In response to customer demand for simplification, the platform will offer Bell’s customers streamlined service provisioning, improved operational efficiencies, and a more intuitive user experience,” the release says.
Calling it “a first in Canada”, Bell says ServiceNow’s Service Bridge application will enable Bell and its ServiceNow customers to connect processes and facilitate interactions throughout the customer lifecycle.
Some of the benefits provided by the platform include purpose-built telecom solutions that align with business needs, more efficient and effective service delivery, powerful automation capabilities, and AI-driven insights enabling a proactive approach to customer service, with greater visibility to order and issue status, the release says.
As part of the collaboration, Bell is a member of ServiceNow’s product advisory council for telecom and will help ServiceNow develop its suite of telecom service management products and solutions for the future.
“The collaboration with ServiceNow is a cornerstone in Bell Canada’s transformation from a traditional telco to a tech services and digital media leader. We are investing strongly in elevating our business client experience,” John Watson, group president of business markets, customer experience and AI at Bell, said in the release. “The collaboration with ServiceNow will make the end-to-end experience — from ordering, to provisioning, to service assurance — easier and more effective, and serve the unique needs of each client.”
“FX Innovation’s longstanding experience with ServiceNow’s advanced solutions will be instrumental in driving Bell’s transformation, ensuring that we not only meet but exceed the evolving digital demands of our customers,” said Guillaume Bazinet, CEO of FX Innovation, which is an independently operated company of Bell Canada.
