Industry Tag: Telecom

Browse Mergen content

Telco Enterprise Tier: White-Glove Service Cloud for Top-100 Accounts
A telecom carrier built a white-glove Service Cloud experience for its top-100 enterprise accounts with named technical-account managers and 24×7 dedicated escalation.
Tier-1 Telco: ITSM Modernization for Wholesale + Retail Operations
A tier-1 telco split its ITSM into wholesale and retail operations on ServiceNow with separate SLAs, shared CMDB, and unified change management.
Conversational AI + CSM: How a Major Telecom Deflected 3 Million Calls Annually
A tier-1 telecom replaced legacy IVR with virtual agents on ServiceNow CSM. Result: 3M deflected calls, 4.8/5 CSAT in 90 days, and $30M annual operational savings.
Now Intelligence in Practice: Real-World AI Use Cases on ServiceNow
A recorded 45-minute session walking through three Mergen-led Now Assist deployments — pilot to scale — across BFSI, healthcare, and telecom.