DESKTOP CONNECT

The solution that unites Avaya Communication Manager with CRM desktop applications

EVERYTHING YOU NEED TO KNOW

Unite your CRM system with the world’s most popular call centre solution, Avaya Communication Manager (CM), so that you and your customers can interact across multiple communication channels.

Desktop Connect extends the power and versatility of your CRM and business desktop applications by adding the telephony functions of Avaya Communication Manager (Avaya CM), as well as an intelligent screen-pop, softphone, click-to-dial capabilities, Avaya call recording and a unified agent desktop. With Desktop Connect, organizations can achieve true cross-channel context, shaving seconds off handling time per call, while contact centre agents and back-office staff have rapid and easy access to the resources they need to deliver unparalleled customer care.

Crossing technology and network boundaries, Desktop Connect provides a seamless, ‘out-of-the-box’ solution that eradicates the need for reliance on the expensive professional services that are typically associated with integration. By leveraging the capabilities of Avaya CM with popular CRM systems, such as Salesforce, Microsoft Dynamics, SAP, eGain and LAGAN, Desktop Connect delivers substantial improvements in staff efficiency, significant reductions in costs, and transforms the customer journey: key elements that will set your organization far ahead of the competition, and impact positively upon your profitability and revenue growth.

ALL ABOUT DESKTOP CONNECT

  • Salesforce
  • Microsoft Dynamics
  • SAP
  • Lagan
  • eGain
  • Unified Agent
  • Express
UNIFIED AGENT DESKTOP

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly into Salesforce, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state, access soft-phone controls, and see a consolidated view of omnichannel activity history - including call recordings - without the need to toggle between screens or use a desk phone. The interface also makes it quick and easy for agents to enter call activity notes with its configurable call log templates. Desktop Connect's highly intuitive interface ensures that agents have all the resources they need to make calls faster and more efficiently. This means they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand.

A single Salesforce Desktop with embedded Avaya Telephony
Have your Salesforce customer information immediately to hand
OUT-OF-THE-BOX SCREEN-POP

Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect’s out-of-the-box screen-pop, agents have customer data delivered with every new call. This information, collected from the caller’s phone number or from details acquired by the IVR, helps agents to shave as much as 15-20 seconds off call handling times, resolve issues first time around and to provide a much more personalized customer experience.

CLICK-TO-DIAL WITHIN SALESFORCE

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed in Salesforce. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory.

Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Access call recordings from within Salesforce
CALL RECORDING INTEGRATION

To ensure quality control and compliance, the best contact centres seek to record some portion of their calls. Desktop Connect can add a call recording link to the Salesforce activity/call log call so that the Avaya/Verint call recording can be conveniently accessed and played back directly from within Salesforce. And to ensure PCI compliance in your contact centre, the CTI interface can be customized to enable pause-and-resume of call recordings directly from Salesforce.

CONSOLIDATED SALESFORCE REPORTING

Desktop Connect for Salesforce automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for Salesforce keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

Keep track of every customer interaction
Handle Automated Callbacks Effortlessly from a Single Interface
AGENT SET CALLBACK

Desktop Connect Integrates seamlessly with Buzzeasy so your agents can schedule and handle automated customer callbacks effortlessly from a single interface. They can specify the time and date for a recall and append relevant customer information to that callback. And when the customer callback is made, CRM information is provided to agents via an instant automatic screen-pop, to ensure they always have everything they need to manage conversations in the most effective and efficient way.

AGENT QUEUE DASHBOARD

Agent Queue Dashboard displays current call queue activity and agent availability in real-time. Agents can simply click on the dashboard tab in the Desktop Connect interface to see the number of agents logged in and available and the status of calls in queues. Even when your CRM system is being used for other communication channels, such as email or chat, agents can keep a constant eye on the queue tab and move to inbound calls should call queues get too high.

Information is automatically updated every 10 seconds, so that agents can make informed decisions based on real-time information, and react rapidly to fast-changing situations.

See queue activity and agent availability in real-time
Save time for your agents & your customers
CALL TRANSFERS WITH CUSTOMER CONTEXT

With Desktop Connect, your agents can pass customer calls to other colleagues or subject matter experts (SME), along with relevant customer information and notes via an automatic screen-pop. They can also tag a call with an additional screen, removing the need for lengthy explanations about why a customer is calling. This enables SME’s to rapidly review customer case details and any appended notes.

Enabling the fastest responses to customer queries, and eradicating the need for customers to re-explain their issues, transferring calls with context saves significant time for everyone: the agent, the SME, and the customer.

UNITES AVAYA VOICE WITH SALESFORCE OMNI-CHANNEL

Desktop Connect unites Avaya Contact Centre Elite, Experience Portal and Call Recording with Salesforce’s Omni-Channel solution in both their Classic and new Lightning Experience interfaces.

Desktop Connect blends these market-leading technologies and enriches them further with callback and queue dashboard, to create a state-of-the-art, omnichannel contact centre – at just a fraction of the cost of a whole new omnichannel communication

Users can then handle and track customer activity better, working faster and more productively. And because agent status is kept synchronized with Salesforce Omni-Channel, everyone in the organization can see the presence status of their colleagues – even in the contact centre. Better still, agents can multi-task, accepting work items via other channels during breaks in phone activity, and control whether they receive emails and chats when they are busy on a call.

THE MOST COST EFFECTIVE WAY OF CREATING AN OMNICHANNEL CONTACT CENTRE
Add Cloud Services to Avaya Contact Centres
CLOUD SNAP-ON'S

Deployed on-premise or as a cloud service,* Desktop Connect can also be used to Snap-On additional Cloud services to enable Avaya contact centres to take full advantage of other state-of-the-art resources . In addition to the very real benefits that the Salesforce - cloud services brings including increased collaboration and Anywhere Working - Desktop Connect can Snap-On other leading edge services such as Cloud IVR, Callback, SMS, Digital Marketing, Web Page Tracking, and Knowledgebase, as well as many others – and unite them all within a single, consolidated Agent desktop.

*Requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. The service can only be provided following network connectivity verification

SUBSCRIPTION-BASED PRICING

Achieve unparalleled flexibility and control in how you deploy, use and pay for Desktop Connect with true subscription-based pricing*. Supporting on-premises, hybrid and cloud, simply choose the pricing model that best suits your business needs:

1) Pre-paid: to subscribe to licences on a monthly or annual basis,

2) Post-paid: to purchase licences monthly on a pay-as-you-go basis

Removing upfront risk and capital outlay, subscription-based pricing gives you the agility to scale licences up or down according to actual business usage, so you never have to buy more licences than you need. And with the Desktop Connect Licence Portal you can distribute licences and allocate them across your different business areas (tenants) as-and-when you want. You can also view current and maximum license usage in real-time.

For Service Providers, flexible monthly-based pricing also keeps you firmly in control of your own customers and subscription billing. You can deploy and manage your customer tenant licences, and measure licence usage, so you are always responsive to customer needs, while attaining the fastest time-to-value.

* In addition to standard pricing

Ultimate flexibility
UNIFIED AGENT DESKTOP

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly in to Microsoft Dynamics, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state and conduct calls effortlessly. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand

A single Microsoft Dynamics Desktop with embedded Avaya Telephony
Have your Microsoft Dynamics customer information immediately to hand
OUT-OF-THE-BOX SCREEN-POP

Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect’s out-of-the-box screen-pop, agents have customer data delivered with every new call. This information, collected from the caller’s phone number or from details acquired by the IVR, helps agents to shave as much as 15-20 seconds off call handling times, resolve issues first time around and to provide a much more personalized customer experience.

CLICK-TO-DIAL WITHIN MICROSOFT DYNAMICS

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed within Microsoft Dynamics. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory.

Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Record calls & access recordings from within Microsoft Dynamics
CALL RECORDING INTEGRATION

To ensure quality control and compliance, the best contact centres seek to record some portion of their calls. Desktop Connect can add a call recording link to the Microsoft Dynamics activity/call log call so that the Avaya/Verint call recording can be conveniently accessed and played back directly from within Microsoft Dynamics. And to ensure PCI compliance in your contact centre, the CTI interface can be customized to enable pause-and-resume of call recordings directly from Microsoft Dynamics.

CONSOLIDATED MICROSOFT REPORTING

Desktop Connect for Microsoft Dynamics automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for Microsoft Dynamics keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

Keep track of every customer interaction
Handle automated callbacks effortlessly from a single interface
AGENT SET CALLBACK

Desktop Connect Integrates seamlessly with Buzzeasy so your agents can schedule and handle automated customer callbacks effortlessly from a single interface. They can specify the time and date for a recall and append relevant customer information to that callback. And when the customer callback is made, CRM information is provided to agents via an instant automatic screen-pop, to ensure they always have everything they need to manage conversations in the most effective and efficient way.

AGENT QUEUE DASHBOARD

Agent Queue Dashboard displays current call queue activity and agent availability in real-time. Agents can simply click on the dashboard tab in the Desktop Connect interface to see the number of agents logged in and available and the status of calls in queues. Even when your CRM system is being used for other communication channels, such as email or chat, agents can keep a constant eye on the queue tab and move to inbound calls should call queues get too high.

Information is automatically updated every 10 seconds, so that agents can make informed decisions based on real-time information, and react rapidly to fast-changing situations.

See queue activity & agent availability in real-time
Save time for your agents & your customers
CALL TRANSFERS with CUSTOMER CONTEXT

With Desktop Connect, your agents can pass customer calls to other colleagues or subject matter experts (SME), along with relevant customer information and notes via an automatic screen-pop. They can also tag a call with an additional screen, removing the need for lengthy explanations about why a customer is calling. This enables SME’s to rapidly review customer case details and any appended notes.

Enabling the fastest responses to customer queries, and eradicating the need for customers to re-explain their issues, transferring calls with context saves significant time for everyone: the agent, the SME, and the customer.

SUBSCRIPTION-BASED PRICING

Achieve unparalleled flexibility and control in how you deploy, use and pay for Desktop Connect with true subscription-based pricing*. Supporting on-premises, hybrid and cloud, simply choose the pricing model that best suits your business needs:

1) Pre-paid: to subscribe to licences on a monthly or annual basis

2) Post-paid: to purchase licences monthly on a pay-as-you-go basis

Removing upfront risk and capital outlay, subscription-based pricing gives you the agility to scale licences up or down according to actual business usage, so you never have to buy more licences than you need. And with the Desktop Connect Licence Portal you can distribute licences and allocate them across your different business areas (tenants) as-and-when you want. You can also view current and maximum license usage in real-time.

For Service Providers, flexible monthly-based pricing also keeps you firmly in control of your own customers and subscription billing. You can deploy and manage your customer tenant licences, and measure licence usage, so you are always responsive to customer needs, while attaining the fastest time-to-value.

* In addition to standard pricing

Ultimate flexibility
Add Cloud Services to Avaya Contact Centres
CLOUD SNAP-ON'S

Deployed on-premise or as a cloud service,* Desktop Connect can also be used to Snap-On additional Cloud services to enable Avaya contact centres to take full advantage of other state-of-the-art resources . In addition to the very real benefits that the Salesforce - cloud services brings including increased collaboration and Anywhere Working - Desktop Connect can Snap-On other leading edge services such as Cloud IVR, Callback, SMS, Digital Marketing, Web Page Tracking, and Knowledgebase, as well as many others – and unite them all within a single, consolidated Agent desktop.

*Requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. The service can only be provided following network connectivity verification

UNIFIED AGENT DESKTOP

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly in to SAP CRM, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state and conduct calls effortlessly. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand.

A single SAP Desktop with embedded Avaya Telephony
Have your SAP customer information immediately to hand
OUT-OF-THE-BOX SCREEN-POP

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed in SAP. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory. Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

CLICK-TO-DIAL WITHIN SAP

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed in SAP. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory.

Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Keep track of every customer interaction
CONSOLIDATED SAP CRM REPORTING

Desktop Connect for SAP CRM automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for SAP CRM keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

UNIFIED AGENT DESKTOP

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly in to LAGAN, optimizing contact centre Agent operations. From within a single, streamlined user interface, agents can log in, control agent state and conduct calls effortlessly. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that customers now demand.

A single LAGAN Desktop with embedded Avaya Telephony
Have your LAGAN customer information immediately to hand
OUT-OF-THE-BOX SCREEN-POP

Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect’s out-of-the-box screen-pop, agents have customer data delivered with every new call. This information, collected from the caller’s phone number or from details acquired by the IVR, helps agents to shave as much as 15-20 seconds off call handling times, resolve issues first time around and to provide a much more personalized customer experience.

CLICK-TO-DIAL WITHIN LAGAN

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed in LAGAN. Saving agents valuable time by eradicating the need for manual dialling, Desktop Connect makes it easy to make calls directly from the phone field of a contact, lead, activity, account or directory.

Desktop Connect even logs every outbound call automatically, so that you are always assured that vital prospect data never slips through the cracks.

Make it easy for agents to initiate outbound calls & shave seconds off handling times
Keep track of every customer interaction
CONSOLIDATED LAGAN REPORTING

Desktop Connect for LAGAN automatically keeps a log of all calls received and dialled so that agents no longer have to be relied upon to remember to enter this information manually. Desktop Connect for LAGAN keeps a track of every customer call, inbound and outbound - and any notes associated with the calls, whilst also being able to play back call recordings when required.

CLOUD SNAP-ON

Deployed on-premise or as a cloud service,* Desktop Connect can also be used to Snap-on added Cloud services to enable Avaya contact centres to take full advantage of other state-of-the-art resources. In addition to the very real benefits that cloud services bring to LAGAN - including increased collaboration and Anywhere Working - Desktop Connect can Snap-On leading edge services such as Cloud IVR, Callback, SMS, Digital Marketing, Web Page Tracking, and Knowledgebase, as well as many others – and unite them all within a single, consolidated Agent desktop. *Requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. The service can only be provided following network connectivity verification

State-of-the-art Cloud Services for Avaya Contact Centres
OUT-OF-THE-BOX CONTACT CENTRE TECHNOLOGY

Via pre-built and tested integration, Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly into eGain to optimize your contact centre operations easily, efficiently and affordably.

With low deployment costs, quick installation and easy configuration, Geomant’s highly flexible, out-of-the-box solution will have your organization up, running and reaping the benefits of cross-channel communication in no time.

Sophisticated contact centre capabilities for eGAIN
Delivers unified cross-channel context to EVERY customer service engagement
UNITED CROSS-CHANNEL CONTEXT

As one of the world’s leading Customer Engagement Management systems, eGain consolidates multi-channel customer interactions, fragmented sales engagements, knowledge, rules, workflow, and analytics – on a single, unified platform. But by adding Avaya CM voice communication channel, Desktop Connect enables eGAIN to foster personalized engagements with customers across every interaction channel.

Desktop Connect for eGAIN blurs the distinction among channels to offer more superior and more consistent levels of customer care. By providing unified cross-channel context to every customer service engagement, Desktop Connect for eGain takes personalization to the next level: it ensures that contact centre agents and back-office staff can rapidly access the customer data they need to answer and make phone calls more efficiently, while customers can connect with businesses in any way they want, but are always assured of a personalized, joined-up experience.

UNIFIED AGENT DESKTOP

From within a single, streamlined user interface, customer interactions can be intelligently blended and routed to contact centre agents across multiple communication channels. And because agents have quick and easy access to all the resources they need to make calls faster and more efficiently, they can focus more easily on the customer and so deliver the exceptional one-to-one service that you and your customers demand.

Enables the exceptional one-to-one service that you and your customers demand
Transition between multi-channel communications from a single agent interface
INTELLIGENT BLENDING

Desktop Connect for eGain automatically blends agents between each communication channel, boosting agent productivity and increasing call centre efficiency. Agents transition effortlessly between multi-channel communications allowing them to manage every type of customer contact all from within a single desktop interface.

CLOUD DEPLOYMENT

Desktop Connect for eGain can be deployed on-premise or as a cloud service* and connect to on-premise or cloud deployments of eGain. This means that eGain can be easily connected to your on-premise or cloud deployment of Avaya Contact Centre without any additional desktop or server infrastructure - and you only pay for the service that you use. *requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. the service can only be provided following network connectivity verification

Deployed on-premise or as a cloud service
UNIFIED AGENT DESKTOP

Desktop Connect adds Avaya’s sophisticated contact centre capabilities, including Proactive Contact, directly into your CRM or Microsoft business applications. From within a single, streamlined agent desktop, agents can log in, control agent state and conduct calls effortlessly. And because the same unified toolbar is provided for both inbound and outbound operations, no additional training is required and it’s quick and easy for agents to switch between inbound and outbound calls without switching applications.

With Desktop Connect Unified Agent, all the resources that are needed to make and receive calls faster and more efficiently are at your Agents’ fingertips, letting them focus more easily on the customer, and so deliver the exceptional one-to-one service that you and your customers demand.

Switch between inbound & outbound calls without switching applications
Have your customer information immediately to hand
OUT-OF-THE-BOX SCREEN-POP

Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect’s out-of-the-box screen-pop, agents have customer data delivered with every new call. This information, collected from the caller’s phone number or from details acquired by the IVR, helps agents to shave as much as 15-20 seconds off call handling times, resolve issues first time around and to provide a much more personalized customer experience.

ENHANCED PREDICTIVE AGENT BLEND

Besides a single agent application for both inbound and outbound calls, Desktop Connect Unified Agent can be used in conjunction with APC Intelligent Call Blending (ICB) or Predictive Agent Blending (PAB) to enhance PAB dynamically controlling the Avaya CM acquire skill so that acquire calls are only received when the agent is logged into APC. This removes the need for skills to be maintained manually by the supervisor for each agent in each shift.

Removes the need for agent skills to be maintained manually
Save time & make forgotten passwords a thing of the past
SINGLE SIGN-ON

Agents can manually login to both Avaya CM and APC using one application or the login process can be automated by integrating with Active Directory to save time and make forgotten passwords a thing of the past.

CALL RECORDING INTEGRATION

To ensure quality control and compliance, the best contact centres seek to record some portion of their calls. Desktop Connect can add a call recording link to the CRM activity/call log call so that the Avaya/Verint call recording can be conveniently accessed and played back directly from within the CRM system.

Access Avaya/Verint call recording from within your CRM system
Integrates easily with your CRM system & business applications, but keeps you firmly in control
JSONP API

In addition to the out-of-the-box screen-pop integration methods, the JSONP API lets third party applications receive telephony information and control any inbound or outbound functions. Desktop Connect Unified Agent User Interface can be used in parallel so that you decide which functions will be controlled by the third party application.

CLOUD SNAP-ON'S

Desktop Connect can be deployed on-premise or as a cloud service,* but can also be used to Snap-on additional Cloud services so that Avaya contact centres can take full advantage of other state-of-the-art resources. In addition to the very real benefits that cloud services bring to your CRM or Microsoft Windows application - including increased collaboration and Anywhere Working - Desktop Connect Unified Agent can snap-on leading edge services such as Cloud IVR, Callback, SMS, Digital Marketing, Web Page Tracking, Knowledgebase, as well as many others – and unite them all within a single consolidated Agent desktop.

*Requires an Avaya AES connection that meets the contact centre security policy and Avaya network specification. The service can only be provided following network connectivity verification

Add Cloud Services to Avaya Contact Centres
OUT-OF-THE-BOX SCREEN-POP

Implementation costs have often placed Computer Telephony Integration (CTI) screen-pops out of the reach of small and mid-sized contact centres, but with Desktop Connect’s out-of-the-box screen-pop, agents have customer data delivered with every new call. This information, collected from the caller’s phone number or from details acquired by the IVR, helps agents to shave as much as 15-20 seconds off call handling times, resolve issues first time around and to provide a much more personalized customer experience.

Have your customer information immediately to hand
Deployed in a few hours: ROI in a few months
RAPID DEPLOYMENT: RAPID ROI

As its name implies, Desktop Connect Express can be deployed in just a few hours, meaning that you reap the benefits of increased agent performance and significant cost savings. In fact, ROI is usually achieved within only a few months.

DECREASED DEPOLYMENT COST

Pre-built and tested integration provides out-of-the-box telephony enablement that eradicates the need for reliance on the expensive professional services that are typically associated with integration.

Out-of-the-box telephony enablement

Click-to-Dial

HIGHLIGHTS

Integrates Avaya Telephony with any Windows Desktop Application

Adds Avaya telephony directly into the CRM application

Out-of-the-Box Screen-Pop Solution

Provides Agents with a Unified Desktop

Playback Avaya/Verint Call Recordings directly from the CRM application

Eradicates the Need for Expensive Professional Services

Joins Avaya Telephony to the Latest Cloud Services

Available as a Zero Install Cloud Subscription Service*

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