At this year’s Dreamforce 2025, the telecommunications industry heard a clear message: the era of the agentic enterprise is here and telcos are at the center of it. As your partner of choice for telecom-specific Salesforce solutions, Simplus is closely following how the innovations unveiled at Dreamforce will reshape customer engagement, operations, and growth for communications providers worldwide.

Major Themes for Telecom at Dreamforce

1. Agentic AI for 24/7 Operations

Salesforce CEO Marc Benioff introduced the concept of the agentic enterprise, where AI agents and human teams collaborate seamlessly—anytime, anywhere. At the “Telecom: Unlocking Unconstrained Growth” keynote, Salesforce illustrated how telcos can use AI agents to deliver always-on customer engagement, predictive service management, and proactive resolution. These digital agents enable telcos to scale operations without increasing headcount, turning service into a 24/7 competitive advantage.

2. Industry-Specific Modernization for Telcos

Dreamforce also highlighted the ongoing modernization imperative. Telcos like Telstra and Verizon were showcased as pioneers who have simplified product stacks, modularized offerings, and aligned around customer-first journeys (Infosys analysis). Meanwhile, Vonage announced a deep integration of network APIs with Agentforce, enabling telco-specific voice and contact center innovations directly within Salesforce (TelecomTV coverage).

3. Convergence of Data, Voice, and Network

Salesforce’s platform strategy continues to evolve toward convergence, uniting real-time data, network APIs, and domain-specific AI agents. Demonstrations from Vonage showed how real-time network insights can enhance fraud detection and identity verification for customer service teams (TelecomTV report). Additionally, the Salesforce Data Cloud, soon rebranded as Data 360, is being positioned as the foundation for these agent-driven experiences (SM Daily Press summary).

Why Telecom Providers Should Care

For telcos, the implications are profound:

• Operational Efficiency: Industry-specific AI agents will automate service, support, and field operations, freeing teams to focus on innovation.
• Customer Experience Differentiation: As consumers expect digital-first, zero-touch experiences, the agentic model can deliver proactive, personalized engagement that boosts satisfaction and loyalty.
• New Business Models: The convergence of data, voice, and network APIs opens pathways to programmable connectivity, subscription-based services, and real-time monetization.

As the leading Salesforce consulting partner for the telecom industry, Simplus brings unmatched expertise to help providers operationalize these innovations. From implementing Revenue Cloud and Subscription Management for complex offerings to deploying Agentforce-powered service workflows and modernizing data architectures with Data 360, Simplus helps telcos achieve measurable transformation.

If you’re a telecom leader ready to move from proof-of-concept to production, our proven approach ensures success:

1. Assess readiness:  Evaluate data maturity, process complexity, and product stack modularization.
2. Define telecom-specific use cases: AI-driven field ops, digital self-service, network API monetization.
3. Build with purpose: Leverage Salesforce industry clouds, Agentforce modules, and Simplus accelerators.
4. Scale intelligently: Transition from pilot to enterprise rollout while continuously optimizing for value.

Dreamforce 2025 reaffirmed what telecom leaders already know: the market is shifting fast, and doing nothing is not an option. The “agentic enterprise” isn’t a future concept—it’s today’s competitive edge. And with Simplus as your trusted Salesforce partner, your organization can harness AI, data, and automation to lead the next wave of telecom innovation.