Industry
Cloud23 helps telecommunications organisations reduce cost-to-serve and improve subscriber experience by unifying sales, service and self-service on Salesforce, integrated with BSS and billing through MuleSoft.
Cloud23 helps telecommunications operators unify subscriber sales, service and self-service on Salesforce, connected to BSS, OSS and billing systems through MuleSoft's API-led integration — so contact centres work from one subscriber view and routine queries never reach an agent at all.
Cloud23's published delivery record is in African banking, and we are straightforward about that. The reason telecommunications operators talk to us anyway is that the hard parts transfer directly: high-volume digital onboarding with identity verification (SIM registration rules across African markets impose KYC-style obligations), integration with entrenched back-end systems that cannot be replaced quickly, and platforms that must work on the mobile devices customers actually hold.
The convergence runs the other way too. Operators across Africa are becoming financial services providers through mobile money — and Cloud23 has spent years on the banking side of exactly that boundary, integrating mobile money platforms into regulated onboarding and payment journeys. For operators building financial products, that is unusual and relevant experience.
The context
Voice and data pricing converge across operators, so differentiation shifts to service quality, digital experience and bundled propositions — none of which legacy CRM stacks were built to deliver.
Acquiring a subscriber costs multiples of retaining one. Without unified data on usage, complaints and payment behaviour, churn risk is invisible until the port-out request arrives.
Product launches and process changes queue behind billing and provisioning systems that are costly to modify. An integration layer that decouples engagement from BSS restores speed.
Balance queries, plan changes and billing disputes are routine, high-volume and cheap to self-serve — yet at many operators they still consume the contact centre.
Mobile money and device financing bring onboarding, KYC and regulatory obligations that look more like banking than telecoms — and demand systems built for that standard.
How we help
Digital identity capture, document verification and workflow — the discipline Cloud23 built in bank onboarding, applicable to SIM registration and mobile money sign-up.
One subscriber view across accounts, devices, cases and billing context, replacing swivel-chair service across multiple BSS screens.
MuleSoft integration that exposes billing, provisioning and charging systems as reusable APIs, decoupling customer-facing change from back-end release cycles.
Unified profiles across usage, service and payment data, giving retention teams segments and triggers rather than hindsight.
Scoped AI agents for routine queries — balances, plan details, coverage — with clean escalation to humans, cutting contact-centre volume without degrading experience.
Where to start
FAQ
Cloud23's named case studies are in banking, and we do not claim a telecommunications delivery record we do not have. What we bring operators is directly transferable capability: high-volume onboarding with identity verification, MuleSoft integration with entrenched core systems, contact-centre consolidation and AI-assisted service — proven in a sector with stricter regulation and comparable scale.
Yes — that integration is the heart of any telecoms Salesforce programme. Billing, charging and provisioning systems remain the systems of record; MuleSoft exposes them as reusable APIs that Salesforce consumes for a live subscriber view and writes back to for orders and changes. Done this way, the engagement layer evolves at product speed while the BSS estate changes on its own schedule.
As the engagement layer: sales, service, self-service portals and the unified subscriber view. It does not replace billing, charging, provisioning or network management. The practical test is simple — anything a customer or agent touches belongs in the engagement layer; anything that rates a call or provisions a line stays in BSS/OSS, integrated through APIs.
For a well-defined set of queries, yes. Balance and usage questions, plan details, coverage checks and payment arrangements are high-volume, low-judgement contacts that scoped Agentforce agents handle well — provided the integration gives them accurate account data and there is clean escalation to a human for anything outside scope. The failure mode to avoid is an agent with broad ambitions and shallow data.
Keep exploring
Salesforce
Cloud23 transforms service operations and contact centres on Salesforce Service Cloud, unifying channels, case management, knowledge and telephony into a single agent workspace.
Explore serviceIntegration
Cloud23 designs and builds enterprise integration on MuleSoft, using API-led architecture to connect Salesforce with core banking, payments, identity and legacy systems for regulated businesses across Africa and beyond.
Explore serviceData & AI
Cloud23 implements Salesforce Data Cloud to unify customer data from core systems, channels and CRM into real-time profiles that power personalisation, analytics and AI.
Explore serviceData & AI
Cloud23 designs, builds and operates Salesforce Agentforce agents and enterprise AI solutions that do real work in service, sales and operations, grounded in your data and governed by explicit guardrails.
Explore serviceTell us where you're starting from. We'll bring people who have delivered in your sector's real constraints.