--- title: ServiceNow Telecommunications Service Management Reviews meta_title: 'ServiceNow Telecommunications Service Management Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how ServiceNow Telecommunications Service Management works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 2 scale: '5' date_modified: '2026-09-22' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # ServiceNow Telecommunications Service Management Reviews **Vendor:** ServiceNow **Category:** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci) **Average Rating:** 4.3/5.0 **Total Reviews:** 2 ## About ServiceNow Telecommunications Service Management Connect your telecom operations—from the network to the customer—on a single platform. Simplify service delivery with insights to take proactive action. ## ServiceNow Telecommunications Service Management Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users value the **seamless connection** of TSM with network operations and field service agents for effective issue resolution. (1 reviews) - Users value the **integrated customer support** of ServiceNow TSM, enhancing collaboration across operations and service agents. (1 reviews) ## ServiceNow Telecommunications Service Management Reviews ### 1. Unified Platform for End-to-End Operations **Rating:** 4.0/5.0 stars **Reviewed by:** Ranjith Kumar P. | Software Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 06, 2025 **What do you like best about ServiceNow Telecommunications Service Management?** TSM connects with most network operations and field service agents on a single platform to resolve customer issues. **What do you dislike about ServiceNow Telecommunications Service Management?** User experience needs more improvement for mobile/IPad experiences **What problems is ServiceNow Telecommunications Service Management solving and how is that benefiting you?** Unified experience and customer service experience ### 2. Excellent tool for business management **Rating:** 4.5/5.0 stars **Reviewed by:** PRANAV S. | Head - PMO - Managed Detection and Response Group, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 14, 2022 **What do you like best about ServiceNow Telecommunications Service Management?** In professional business environments, servicenow is one of the best tools and helps in proper consolidation of telecommunications data **What do you dislike about ServiceNow Telecommunications Service Management?** Nothing to highlight really. Does a great job. **What problems is ServiceNow Telecommunications Service Management solving and how is that benefiting you?** API call based integration and customisations help integration with other applications in business - [View ServiceNow Telecommunications Service Management pricing details and edition comparison](https://www.g2.com/products/servicenow-telecommunications-service-management/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-29+21%3A38%3A17+-0500&secure%5Bsession_id%5D=814425cb-1308-4ecb-a9cd-a2eeeb1456c1&secure%5Btoken%5D=383dded9d7c8d905c659bc5e7a408db9c0779ec2ca5e0aec2ca42561d2edf5e8&format=llm_user) ## ServiceNow Telecommunications Service Management Features **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text-to-Speech - Generative AI **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition ## Top ServiceNow Telecommunications Service Management Alternatives - [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) - 4.5/5.0 (4,119 reviews) - [Nextiva](https://www.g2.com/products/nextiva/reviews) - 4.5/5.0 (3,612 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,509 reviews)