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Avaya + Salesforce

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About Avaya

Avaya IP Office easily scales to 3,000 users at a single site or in up to 150 locations. Enable your mobile workforce to collaborate, and promote commerce any place, any time, and on any device. True plug and play reduces... Read more

About Salesforce

Salesforce is the world’s leading CRM with over 100,000 business clients. Their trademark easy to use software consistently get better adoption rates, and more effective collaboration, mobilization, and revenue growth... Read more

About Tenfold

Tenfold is a phone intelligence solution which unifies a user’s phone system and CRM platform; All calls made on your phone will be automatically logged in Salesforce, allowing them to work together, and streamline the customer experience. Read more

Capture 100% of your customer interactions

80% of customer engagement data is missing

Running a modern day business is like having a bad set of windshield wipers in a storm, you get 20% visibility into the activity that your team is doing and not enough to really know what is going on. Tenfold installs a new set of windshield wipers that gives you 100% visibility into your business.

Native integration with all communication platforms

Tenfold provides automatic capture of customer interaction data in real-time with minimal change to end user behaviors as well as the flexibility to add/change systems without hidden costs or service fees.

Hear from our Customers

Powering up your sales team with a Salesforce Avaya Integration

Sales is an ever-evolving world that is constantly striving for innovation to increase productivity and drive more overall revenue for the company. So where do Avaya Salesforce integration belong in this ever-expanding world of enterprise level sales?

 

Pain points working with Salesforce and Avaya

To encourage overall growth, an agent has to constantly be looking to increase his overall call volume, because the more calls you make the more deals you make.  So, what is a pain point for Salesforce and Avaya users? The most common examples are those where a process could be automated or expedited, yet for no real reason, that has yet to happen. A successful salesperson is one who spends their days at the office on the phone, either qualifying potential customers, or selling to those who are ready to buy in hopes of closing a deal. Anything that slows or impedes their process in accomplishing those goals is a pain point. Another pain point that salespeople routinely encounter is that of documenting their calls. While Salesforce has given us the ability to enter vast amounts of detailed information that provide context to each interaction, they haven’t done so in a user-friendly manner. Documenting a call is a lengthy process, and one that, again, impedes a salesperson’s ability to be on the phone speaking to customers. So how do we fix these underlying issues?

 

Enter Integrations that create a bridge between Salesforce and Avaya

Salesforce integration in its most basic form is something that can alleviate a pain point or enhance the user experience.Integrations can strengthen any part of the user experience, as there are a multitude of ways to eliminate tasks and procedures that only impede a salesperson or user from completing their tasks.

 

Click-To-Dial technology for Avaya

Consider the following. An agent makes 100 calls per day, all of which are completed through manual dials.  Each call can take upwards of 15 seconds if you factor in locating the number, and physically entering the information into their Avaya CTI integration device. While 15 seconds might not seem like enough of a pain point to dedicate resources towards solving it, but when extrapolated over the course of a full day, week, month, and even year, it’s easy to see why this practice should be eliminated. If we stick with the example of 100 calls per day, that means that in a single day, a salesperson would waste 25 minutes just locating and entering numbers. Per week, that number increases to 125 minutes (two hours and five minutes); per month, it skyrockets to 500 minutes (8.3 hours); and for the whole year, we reach 6,000 minutes (100 hours).  This is where Click to Dial comes in.  Click to dial integrations empower HTML rich environments in Salesforce CTI to recognize a phone number and convert it into a clickable resource, known as a hyperlink which is then sent to your Avaya device. These integrations are an invaluable asset to an agent working in a high volume environment as it eliminates roughly 15 seconds per call, and gives it back to the salesperson, allowing them to spend more time talking.

 

Call Logging integrations

An important aspect of a sales agent’s job is documentation of effort through Salesforce.  Traditionally, when a call is made through Avaya, a record of the call is manually recorded into Salesforce. This is a lengthy process, as the individual agent will have to manually document the call time (which they may forget to take down), the result of the call (what was discussed), record the dispositions of the call, and then ultimately manually document the entire sales journey (which may be incomplete as manual data entry is inherently unreliable.)into Salesforce. This is where an integration can virtually eliminate the clerical work of a sales agent, allowing them to focus on the journey instead of the documentation of the journey.

 

An integration focused on call logging can automatically save Avaya call recordings to Salesforce, log the time of the call, allow the agent to input the notes in a convenient space (and in real time), and adjust dispositions while on the call instead of having to adjust afterwards. These integrations dramatically reduces call downtime, empowers agents to generate more outbound calls through their Avaya device, and increase total revenue for a company.

Avaya Compatibility

IP Office Series
IP Office series, such as IP Office 500  & IP Office 400.  You will need the “CTI Link Pro” license from Avaya.

Avaya Definity / Avaya Communication Manager
Release 7 or later Avaya Communication Manager: CM3 or later
A separate TSAPI or Avaya Enablement Server (AES) v3+ server is required

Avaya BCM Series
Firmware Versions: BCM 200 & 400: Release 4.0 BCM 50: Release 2 BCM 450: Release 1
Dedicated LAN CTE Dedicated LAN CTE license (One)

Avaya Aura Contact Center

All versions supported.

Avaya CS1000
– Is probably supported, some additional research on our end would be needed.  Check with us if interested.

 

Salesforce Compatibility

We work with all versions
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