Customer Engagement Enabler for Telcos

Enable a seamless and omnichannel customer experience from marketing and sales to customer service, and digitalize your entire business.


With savvy customers increasingly expecting to browse, interact, and transact on their preferred device, telecom companies (telcos) are taking steps to minimize customer effort. Alibaba Cloud’s (in partnership with Whale Cloud) one-stop solution enables telcos to digitalize a consistent and intelligent customer experience. You can build telecom applications quickly from digital marketing and sales to customer service, manage them in an integrated underlying system, and expand partnerships with an easy-onboarding ecosystem on Alibaba’s DingTalk and mPaaS platform. Alibaba Cloud's industry-leading big data and AI technologies provide “intelligent personalization” to take your customer engagement to the next level and bridge gaps between systems, data silos, and people.

Solution Highlights

Digitalized Omnichannel Touchpoints

Provide an omnichannel customer experience from marketing and sales to customer service, and keep high consistency across these touchpoints to transform the customer journey seamlessly

Fast Business Ecosystem Growth

Build an open, automatic, and integrated business ecosystem to enable your partners to onboard their mini programs and services to your systems easily and smoothly and expand together

Leading Alibaba Technologies

Leverage Alibaba Cloud’s state-of-the-art Big Data and AI technologies, mPaaS platform based on Alipay’s best practices, and the powerful DingTalk platform to drive an intelligent customer experience and operational excellence

Low-Code and Zero-Code Development

Use mPaaS to build stable and high-quality mobile apps quickly with an initialization code and modular development mode for lowered technical barriers to entry, reduced R&D costs, and improved development efficiency

Flexible Cloud Deployment

Choose the cloud environment that suits your business development needs, including public cloud, private cloud, and hybrid cloud for fast and cost-efficient deployment

Decades of Telecom Insights

Leverage the consulting service based on Whale Cloud's 28 years of operational expertise in the telecom industry to get the digital transformation of your business on the right track

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How It Works

This solution provides out-of-the-box web applications based on Alibaba Cloud's data analytics capabilities and mPaaS platform to seamlessly transform the customer experience from digital marketing and sales to customer service across channels.

Omnichannel-Channel Customer Engagement
Apps in all channels are aligned based on consistent data tracking and unified user data storage on Alibaba Cloud.

Customer Enablement from Marketing, Sales, and Service, to Ecosystem
• Marketing Enablers: include digital marketing features in various channels, such as marketing surveys, campaign management, and customer loyalty management, to achieve joint-channel marketing.
• Sales Enablers: create a consistent online shopping experience with Product Catalog and Cross-Channel Shopping Cart, and manage sales tasks and performance for revenue growth.
• Service Enablers: automate intelligent customer service with interactive voice and text response between telcos, customers, and partners with DingTalk Instant Messaging and Chatbot Service.
• Eco Enablers: manage partner onboarding, subscription, and settlement.

Two Pillars from Alibaba Cloud
• Data Analytics: build a unified customer interaction repository to provide contextual and highly relevant customer service. Bring insights on digital marketing strategy making and sales campaigns to boost revenue.
• mPaaS Platform: enable telcos and partners to develop mini programs and embed them to consumer apps to augment the telco’s ecosystem.

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In Partnership with Whale Cloud

Whale Cloud Technology Co., Ltd. is a global leading data intelligence technology company dedicated to helping customers succeed in the digital economy era. Whale Cloud's telecom BSS and OSS products have made it one of the world's top vendors in the global telecom software industry.

Security and Compliance

We are committed to providing stable, reliable, secure, and compliant cloud computing infrastructure services across major jurisdictions around the world.
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  • ISO 27001
  • SOC2 Type II Report
  • C5
  • MTCS
  • ISO 27701
  • DPTM

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Learn and experience the power of Alibaba Cloud.

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