Avaya Adds New Salesforce Integrations, More to Come

In the contact center, agents are reliant upon information at hand to best serve customers. From data collected from call recordings, to the CRM in place, these are integral to optimal operations. The modern cloud contact center requires a robust set of tools, and this week there was a new addition to the arsenal.

Today, Avaya (News - Alert) announced fresh integrations with the Salesforce Service Cloud, contact center solutions and CRM environments to enable a modern, omnichannel customer service experience. Avaya’s CRM connector 2.0 pairs with the Salesforce Lightning Service Console to provide a single user interface, embedded with a slew of tools to offer the contact center agent every opportunity for success.

"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."

This announcement is but a rung in the ladder of Salesforce integrations Avaya is planning to perform, as the new will bring new capabilities to the contact center with enhancements with its Oceana platform being extended to the Salesforce Service Cloud. 2018 will introduce deeper customer insights and intelligence with a completely contextual experience, all integrated within Salesforce Lightning.

"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."

Avaya is continuing its cloud-based adventures in our omnichannel contact center world, taking the customer journey to new heights every step of the way.

What’s in your contact center?

Edited by Mandi Nowitz