Bell Canada
1 carrefour Alexandre-Graham-Bell, Montreal,
Quebec, H3E 3B3, QC,
Canada
Quebec, H3E 3B3, QC,
Canada
1 888-214-7896
Communications
Bell Canada Technographics
Bell Canada Technographics, Software Purchases, AI and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Bell Canada and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 45132 Bell Canada employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Bell Canada has purchased the following applications: Salesforce Field Service (ex ClickSoftware) for Field Service Management in 2015, eGain Knowledge AI Hub for Artificial Intelligence Marketing in 2017, Lotame DMP for Data Management Platform in 2021 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Bell Canada is running and its propensity to invest more and deepen its relationship with Salesforce , NEC Corporation , eGain Corporation or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Bell Canada revenues, which have grown to $18.30 billion in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Bell Canada intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Bell Canada Tech Stack and Enterprise Applications
Bell Canada ERP Services and Operations
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Salesforce | Legacy | Salesforce Field Service (ex ClickSoftware) | Field Service Management | ERP Services and Operations | n/a | 2015 | 2015 |
In 2015, Bell Canada deployed Salesforce Field Service (ex ClickSoftware) to centralize Field Service Management for its service delivery and field operations. The Bell Canada implementation of Salesforce Field Service (ex ClickSoftware) served Field Service Management functions across dispatch, scheduling, and mobile technician workflows.
The deployment emphasized core Field Service Management modules, including work order management, a dispatcher console with rules based scheduling and skills matching, a mobile workforce application with offline sync, service contract and entitlements handling, asset tracking, and embedded reporting and analytics. Configuration included automation of scheduling logic and service level enforcement to align technician assignment to contract entitlements and required skills.
Operational coverage focused on field operations and service teams, with the Salesforce Field Service implementation connected to the Salesforce platform to surface cases and customer data for end to end service orchestration. Data and process analysis activities supported the program, generating sales collateral and informing configuration choices through Business Performance Reviews and Customer Discovery Workshops.
Governance and rollout incorporated discovery workshops and Business Performance Reviews to validate ROI and value propositions, along with knowledge capsules, best practice white papers, and customer spotlights to drive adoption and internal enablement. Those engagement activities supported sales motions, they led to additional sales and positioned the implementing team as a trusted advisor to customers.
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OSS/BSS | ERP Services and Operations |
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2014 | 2014 |
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Bell Canada AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| eGain Corporation | Legacy | eGain Knowledge AI Hub | Artificial Intelligence Marketing | AI-Powered Application | n/a | 2017 | 2018 |
In 2017, Bell Aliant implemented eGain Knowledge AI Hub to centralize contact center knowledge management and web self-service within its customer service operations. The deployment targeted agent-assisted workflows and dialogue based web self-service, aligning the eGain Knowledge AI Hub with Bell Aliant’s Customer Service Transformation Initiative and positioning the application within the Artificial Intelligence Marketing category for customer engagement and knowledge orchestration.
The implementation included eGain KnowledgeAgent and eGain SelfService modules configured to support a range of user profiles, with interfaces and knowledge access tailored to frontline agents and web consumers. eGain’s professional services provided business process consulting and worked with Bell Aliant to design user interfaces, define best practices for agent performance, and implement dialog based natural language Q&A for the web self-service channel.
Operational coverage consolidated knowledge bases across four provincial contact centers, enabling bilingual English and French access and consistent answers across Mobility and Broadband divisions, with an active rollout plan to the Repair Team and potential intranet use for broader business functions. The solution was provisioned for contact center desktops and the public web self-service channel, facilitating both agent-assisted resolution and customer self-resolution workflows.
Governance and process changes were driven by eGain consultants who recommended knowledge management practices and adoption strategies, including role based access to the knowledge base to facilitate agent and customer adoption. The implementation delivered explicit outcomes reported by Bell Aliant, including a 17% reduction in call handle time with approximately $1.53 million in operating staff expense impact, a 7% increase in first-call resolution, and a 5% increase in Bell Aliant’s Customer Value Metrics, while customer feedback indicated the self-service site was user friendly and accelerated attainment of call deflection targets.
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Bell Canada CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Lotame | Legacy | Lotame DMP | Data Management Platform | CRM | n/a | 2021 | 2021 |
In 2021, Bell Canada implemented Lotame DMP on its public website. The Lotame DMP was deployed as a Data Management Platform to centralize first-party web audience signals, build audience taxonomy, and operationalize segmentation and profile enrichment for digital audience activation.
Deployment involved embedding Lotame DMP tagging across Bell Canada web properties to capture consent-aware behavioral signals and persistent identifiers, enabling client side and server side collection patterns consistent with Data Management Platform architectures. The implementation supported marketing and advertising operations through audience segmentation, profile stitching, and data activation workflows, while governance controls and consent management were configured to align data capture with privacy requirements.
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IT Decision Makers and Key Stakeholders at Bell Canada
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|---|---|---|---|---|---|---|
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Apps Being Evaluated by Bell Canada Executives
APPS RUN THE WORLD tracks software evaluation trends across 2 million companies worldwide, including buyer insights from Bell Canada IT executives and key decision makers. As part of ARTW Buyer Intent and technographics insights, these findings provide useful visibility into the Bell Canada digital transformation priorities and AI adoption trends.
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FAQ - APPS RUN THE WORLD Bell Canada Technographics
Bell Canada is a Communications organization based in Canada,
with around 45132 employees and annual revenues of $18.30 billion.
Bell Canada operates a diverse technology stack with applications such as
Salesforce Field Service (ex ClickSoftware), eGain Knowledge AI Hub and Lotame DMP,
covering areas like Field Service Management, Artificial Intelligence Marketing and Data Management Platform.
Bell Canada has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Salesforce, eGain Corporation and Lotame.
Bell Canada recently adopted applications including
Lotame DMP in 2021, eGain Knowledge AI Hub in 2017 and Salesforce Field Service (ex ClickSoftware) in 2015,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Bell Canada’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Bell Canada’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Bell Canada technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.