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Raleigh-Durham, NC, USA, June, 2021 -- Avaya (NYSE:AVYA), launched Avaya OneCloud™ for Service Cloud on Salesforce AppExchange, empowering customers to connect Avaya OneCloud™ to Salesforce Service Cloud, enabling AI and voice benefits that offer customer service experiences. A new Service Cloud integration brings together voice, digital channels and customer insights into one central view for service agents. Customers can now connect their preferred phone solutions into Service Cloud with the Service Cloud Voice offer for Partner Telephony, creating a unified agent and digital channel experience to deliver faster, smarter and more personalized service.

Recently recognized as a Contact Center leader by Ventana Research1, Avaya OneCloud™ CCaaS enables organizations to create true customer experience centers, by expanding their digital capabilities and effectively leveraging the power of cloud, AI, and IOT thus delivering customer service to better connect and orchestrate across all touchpoints – including voice, video, chat, messaging, and social. 

"Ever-evolving technology has brought new ways for customers to engage and it’s no longer about just service – it’s about experiences," said Eric Rossman, Avaya VP, Technology Partners and Alliances. "Avaya continues to expand its robust ecosystem of global technology partners embracing the Avaya OneCloud experience platform, which is extending the capabilities and value our solutions provide users as they leverage communications and collaboration apps that create enhanced customer and employee experiences. We look forward to further enabling our customers’ success by driving continual innovation for experiences that matter with our partners."

"Avaya OneCloud is a welcomed addition to the Service Cloud ecosystem," said Patrick Beyries, VP of Product Management, Service Cloud. "The expansion of Service Cloud Voice for partner telephony enables customers to integrate the telephony experience natively within the agent workspace, combined with CRM data, process and voice intelligence."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.avaya.com

Date Posted: Monday, June 28, 2021