Avaya expands global alliance with Salesforce Service Cloud

Alliance will deeply integrate the contact centre products of the two companies

Tags: Avaya IncorporationCloud computingContact centreSalesforce.com Inc (www.salesforce.com/)United Arab Emirates
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Avaya expands global alliance with Salesforce Service Cloud Avaya already integrates with Salesforce via the Avaya Breeze Connector offering. (Getty Images)
By  David Nidchu Published  February 23, 2017

Avaya has announced an expanded alliance with Salesforce Service Cloud to deliver solutions that more deeply integrate the contact centre products of the two companies.

The expanded alliance will focus on cloud-based solutions that enable seamless access, greater contextual awareness and rapid, knowledgeable service at all points along the customer journey, making it easier for businesses to meet the digital demands of today’s customers.

“Bringing together the assets of two leaders so adept at elevating the customer experience will accelerate their customers’ ability to digitally transform that experience as well,” said Nancy Jamison, principal analyst, digital transformation, Frost & Sullivan. “In addition, this partnership will greatly enhance the agent experience as well, which is critical with the growing millennial workforce.”

Avaya Customer Engagement Solutions and Salesforce market-leading CRM are already widely deployed in contact centres around the world -- including many of the largest customer service operations on the planet. Several areas of innovation include:

- Service Cloud APIs to allow customers to leverage Avaya routing across any channel, including web, chat and more.

- Customer data captured via Avaya voice analytics, such as identity verification, can be surfaced in Service Cloud Einstein so agents are better informed and can be more proactive regarding next steps in their case resolutions.

- Simplifying the setup and configuration process, so that admins can easily sync agent skills and business rules between Avaya and Salesforce.

As more and more companies transition to web and cloud applications, the integrated Salesforce and Avaya solutions will enable companies to quickly move their strategies forward with little to no disruption to ongoing operations. Customers can easily move from mobile self-service to assisted service when more personalized help is needed, accessing a live agent who has full knowledge of their historical and current interactions - including questions and information received while using a chatbot. Customer needs are easily, quickly and completely resolved.

Avaya already integrates with Salesforce via the Avaya Breeze Connector offering. However, this expanded alliance will offer far greater and tighter integration capabilities for enterprise customers where workflow management and interaction will seamlessly co-exist across the solutions.

Emir Susic, Europe, Middle East, Asia, Africa, senior director, Avaya Professional Services said, “This expanded alliance will give businesses in the Middle East a solution that is easy to integrate out of the box and delivers the experiences that today’s customers expect. Avaya and Salesforce have come together to build the bridges that create a seamless experience – for customers as well as agents. This demonstrates our commitment to our customers here in the region to deliver the best solutions.”

Adam Blitzer, EVP and GM, service & sales clouds, Salesforce added, “Customers today expect a predictive and connected customer experience, and that’s why we’re excited to align with Avaya on this initiative. As customer experience becomes the ultimate differentiator, offering a seamless, omni-channel experience will be the key way that companies can create customers for life.”

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