Avaya Expands Salesforce Alliance

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

“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 CRM are already widely deployed in contact centers around the world — including many of the largest customer service operations on the planet.

At the beginning of 2017 Avaya Filed For Chapter 11 Protection

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 disruption to ongoing operations.

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.

Adam Blitzer, EVP and GM, Service & Sales Clouds, Salesforce, commented “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.”

Laurent Philonenko, SVP of Corporate Strategy & Development, CTO added, “Only outcomes matter: Customers know a great experience from a poor one. They may not know the technologies that make either one happen – nor should they. Avaya and Salesforce have come together to build the bridges that create a seamless experience – for customers as well as agents. Together we will ensure businesses that the rewards of delivering outstanding customer experiences are theirs for the taking.”

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David Dungay

Editor - Comms Business Magazine