Vlocity Cited as a Leading Communications Industry Cloud-Native Software Provider by Analysys Mason

Vlocity Cited as Leading Cloud-Native Customer Care Company

Annual communications industry customer care report reports that “the CRM market continues to grow, driven by increased interest in cloud-native solutions by vendors such as Salesforce and Vlocity, which offer CSPs agility, scalability and continuous upgrades.”

Analysys Mason, one of the most respected analyst firms covering the communications industry, has just released its “Customer Care Systems: Worldwide Market Shares 2016” report, which cited Salesforce and Vlocity as leaders in digital innovation. The #1 trend highlighted by the report was communications service providers’ accelerating adoption of cloud-native customer engagement solutions, and most notably their adoption of applications delivered by strategic partners Salesforce and Vlocity.

Vlocity was one of the fastest growing vendors in the customer care segment this year.

– Analysys Mason

“Demand for and deployment of cloud-native customer engagement solutions increased faster than expected. We expected demand for cloud-native customer engagement solutions from CSPs to increase in 2016. However, the scale of in-progress deployments of these solutions has been surprising. Vendors are increasingly reporting that requests for proposals from CSPs now include requirements for cloud-native, microservice-based customer engagement solutions. The early beneficiaries of these requirements were vendors such as Vlocity, which offers cloud-native communications-tailored solutions.

The early beneficiaries of these requirements were vendors such as Vlocity, which offers cloud-native communications-tailored solutions.

– Analysys Mason 

This report provides market data for communications service provider (CSP) spending on telecoms-specific customer care software systems and related services for 2016, and highlights the growing importance of industry cloud apps and digital, omnichannel technologies, such as those delivered by Vlocity: “The CRM market continues to grow, driven by increased interest in cloud-native solutions by vendors such as Salesforce and Vlocity, which offer CSPs agility, scalability and continuous upgrades.”

The report also includes a review of Vlocity, and states: “Vlocity was one of the fastest growing vendors in the customer care segment this year.” The report further highlights that “Vlocity provides multiple product releases and upgrades every year as part of the subscription, similarly to other SaaS vendors. This makes it an attractive option for CSPs that do not want to spend large sums of money on future releases and upgrades of the software.”

For communications service providers, enabling digital commerce and customer care has become a top transformation priority, and has accelerated their adoption of cloud-native solutions.  Vlocity leverages the world’s #1 CRM platform Salesforce and that platform’s latest breakthroughs in AI and machine learning to enhance and extend digital customer care.

Vlocity provides multiple product releases and upgrades every year as part of the subscription, similarly to other SaaS vendors. This makes it an attractive option for CSPs that do not want to spend large sums of money on future releases and upgrades of the software.

– Analysys Mason

“Vlocity provides a powerful suite of configurable, native-cloud BSS applications built for the digital age,” said Dan Ford, SVP and General Manager, Vlocity Communications & Media. “ Engineered and delivered natively and additively to the Salesforce platform—the world’s # 1 CRM—Vlocity’s communications industry-specific apps help CSPs create compelling customer-centric experiences by leveraging the agile, cutting-edge capabilities of the cloud with deep domain experience and industry-specific knowledge that companies demand. The result is a robust, flexible omnichannel platform that delivers enhanced customer care, enabling service providers to automate the resolution of common billing and service inquiries through any channel.”

Vlocity Communications & Media helps telcos:

  • Create a better customer experience and increased loyalty
  • Deliver the personalized and efficient retail experience customers demand
  • Provide the superior customer insight that sales teams & channel partners need to sell smarter
  • Provide a fast-track solution enabling telcos to differentiate on customer experience and launch a digital service proposition in weeks.

“The key drivers here are speed, agility, and value,” Dan Ford added. “The more CSPs explore native-cloud based solutions like those from Vlocity, the more they’re convinced they can reduce costs, increase revenue and create a fast, frictionless, customer-centric experience that’s also quick to market and easy to champion.”

To learn more about Vlocity’s Communications & Media solutions click here.  For a copy of Analysys Mason’s recent profile of Vlocity, click here.