Rethinking Salesforce for Telecoms and CSPs

This document is a guide that discusses the challenges faced by Communications Service Providers (CSPs) in relation to Salesforce Industries following its acquisition of Vlocity. It outlines how the initial promise of a telco-specific cloud stack has evolved into a more generic offering, leading to potential issues for CSPs who are now experiencing integration difficulties and support fatigue. The guide details the implications of Salesforce's shift away from specialized tools, highlighting the risks of remaining on legacy Vlocity systems versus migrating to the Communications Cloud. It presents three potential paths forward for CSPs: reducing lock-in with Hansen’s managed package, embracing Microsoft Dynamics 365, or building a fully composable ecosystem. Each option is described in terms of its benefits and challenges, emphasizing the need for CSPs to consider alternatives that align with their specific needs and reduce dependency on Salesforce's evolving strategy. The document concludes by urging CSPs to act proactively to avoid repeating past mistakes associated with monolithic platforms.