Avaya 2 manual Salesforce.com

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Salesforce.com

Salesforce.com is the worldwide leader in on-demand customer relationship management (CRM) services. More companies trust proprietary customer, sales, and case data to salesforce.com than any other CRM company in the world. More than 600,000 subscribers at over 32,000 companies worldwide depend on Salesforce to manage sales, marketing, and customer service organizations.

For more information, visit www.salesforce.com or contact Herve Danzelaud

650-653-4597

Offers

Salesforce Service and Support

Compliant with Avaya Communication Manager, Avaya IP Office Solution, Avaya Interaction Center, Avaya Softphone, and Avaya IP Telephones.

Salesforce Service and Support is the customer service solution from Salesforce.com. Using Salesforce Service and Support, customers can create a comprehensive, fully integrated virtual contact center to support a wide range of customer interactions that occur through voice, email, and in-person interactions.

Salesforce.com’s Call Center Edition seamlessly integrates Salesforce Service and Support with Avaya Communication Manager and Avaya IP Office. With the combined power of CTI and the Salesforce Desktop Console, salesforce.com delivers unlimited productivity to telesales and customer service organizations.

Call Center Edition features include:

Fully integrated softphone. Screen pops based on ANI or IVR and click-to-dial can appear throughout Salesforce. The softphone facilitates hoteling, virtual contact centers, and remote agents around the globe.

Configurable softphone layouts. Customize the softphone layouts and assign to profiles for a tailored agent experience. Define which objects are available, which data to show, and which functions to allow.

Automatic call logging. With Call Center Edition, Salesforce also includes integrated call logging with notes and automatic call times directly associated to multiple Salesforce objects.

Screen pop any record. Contacts, cases, leads, or even custom objects can be screen popped to gain efficiencies in any business process including customer service, telemarketing, and telesales.

Solution Category

Call/Contact Center

Call Control/Routing

Custom Applications Development

Data Reporting/Warehousing

Enterprise Application Integration

Field Services

Help Desk

Hosted Solutions

Managed Services

Multi-media Contact Center

Multi-Vendor Integration

Screen Pop

Telecommuting

Test & Monitoring

Trading Turrets

Primary Industries Served

Banking

Finance

Healthcare

Hospitality

Insurance

Manufacturing

Retail

Telecommunications

Transportation

Member Presence

APAC

CALA

EMEA

NA

Avaya Contact

Dan Fusco

908-953-7898 dfusco@avaya.com

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Contents Innovations About the Avaya Ecosystem Avaya DeveloperConnection ProgramAvaya Global AlliancePartner Program Accenture Aruba Networks OffersSolution ChallengeResults AtHoc Member Presence Avaya ContactCallCopy Centurion Citrix Systems An intelligent communications solution by Avaya and Citrix Fifa World CupCounterPath Solutions Cross Professional Services Extreme Networks Page Angleton Danbury Medical Center Avaya and HP Alliance Unified CommunicationsPage IBM Avaya and IBM AlliancePage An intelligent communications solution by Avaya and IBM Endo PharmaceuticalsInteractive Northwest Winn Army Community Hospital Ixia Jads Comm Jebsen & Jessen Communications Juniper Networks Page Risk Metrics Group LiteScape Technologies Leading Investment Bank Microsoft Our BusinessPage Blood Diagnostics Netgear NovaLink GmbH VP Bank Group Ontira Communications Prognosis Integrated Research Quescom Radiance Communications Pte Salesforce.com SDC Solutions Multi-site Facilities Health Care Organization Softel Communications Talisma Teledex Unisys Avaya and Unisys AllianceVeraz Networks VTechnologies WildPackets
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Manual 62 pages 48.22 Kb

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.