News : Avaya Announces New Integrations with Salesforce Service Cloud
San Francisco, CA, USA, Nov 7, 2017 -- Avaya, a global provider in Customer Engagement solutions, announced new Salesforce Service Cloud integrations with contact center solutions and CRM environments that bring omnichannel capabilities to both existing and new implementations.
The Avaya CRM Connector 2.0 bridges gaps between legacy and new implementations enabling a single user interface (UI), via the Salesforce Lightning Service Console, embedded with omnichannel controls that improve agent effectiveness and the customer experience.
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In early 2018, Avaya plans to further enhance the omnichannel experience by extending its Oceana contact center capabilities to Salesforce Service Cloud. This will allow additional customer insights and intelligence with blended digital and voice routing and contextual based workflow -- including the customer journey -- to be readily integrated within the Salesforce Lightning user experience.
"A focus on the customer experience is the air we breathe. Avaya understands that any number of inconveniences can impact the future of a customer's relationship with a company," said Laurent Philonenko, SVP and general manager, Solutions and Technology, Avaya. "With Salesforce, our goal is to help our customers provide great experiences for their customers, building loyalty and long term customer value on which every business thrives."
"Customer engagement is undergoing a major transformation as more companies focus on delivering exceptional experiences," said Jon Aniano, SVP, Product, Salesforce Service Cloud. "Contact centers are the heart and soul of an enterprise, and can make or break a relationship between a customer and a company. By working with Avaya, we're making it easier than ever for companies to deliver truly differentiated customer service."
#contactcenterworld, @Avaya, @salesforce
Posted by Veronica Silva Cusi, news correspondent
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Avaya 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.
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Wednesday, November 8, 2017
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