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News : Avaya Announces Avaya OneCloud™ for Service Cloud on Salesforce AppExchange

#contactcenterworld, @Avaya

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."

#contactcenterworld, @Avaya

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


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Support

Read today's tip or listen to it on podcast.

Published: Monday, June 28, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

About us - in 60 seconds!

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