Bell said Thursday that it has signed a multi-year deal with digital workflow company ServiceNow to accelerate “Bell’s digital transformation and leadership in AI-powered solutions.”
The deal follows a collaboration the two companies announced in November, in which Bell integrated ServiceNow’s cloud-based platform to streamline and improve the customer experience.
“The renewed commitment makes Bell one of ServiceNow’s largest communications customers with a first of its kind collaboration in Canada,” Bell said in a Thursday press release. ‘Bell will expand its use of the ServiceNow platform, supporting its own digital transformation while continuing to offer ServiceNow implementation expertise to support the digital transformation of its Bell Business Markets customers.”
Montreal-based cloud services provider FX Innovation, which was acquired by Bell last year, will implement the ServiceNow platform through the company.
“Bell will use automation, purpose-built telecommunications solutions, and AI-driven insights to provide both technicians and customers with a more efficient experience, enhancing customer service,” Bell said in the Thursday release. “The Now Platform is a key factor in Bell’s digital transformation strategy and will streamline several areas of the business, including Network, Customer and Field Service Operations and Corporate Services.”
Bell said this will lead to AI-optimized insights to automate scheduling, better meet customer requests and reduce drive time; streamline order, case management and incident response processes; and make faster service deliveries to customers.
“This partnership positions Bell to be a leader within Canada’s tech services landscape, offering Canadian enterprises end-to-end support for their digital transformations as we transform our own network and infrastructure,” Bell President and CEO Mirko Bibic said in the release. “Our ‘inside-outside’ approach to digital transformation is our catalyst for innovations inside our network and IT infrastructure while fueling the service experience for our customers.”
Bibic has said in previous quarterly conference calls that the company has foicused on investing in sectors that don’t see a lot of regulatory hurdles, including cloud and security.
The company, in fact, is calling itself a “techo” now.
