Desktop Connect

The solution that unites Avaya Communication Manager with CRM desktop applications.

Desktop Connect - Full features

>

Salesforce Omnichannel Capable

Blending market-leading technologies Avaya Contact Centre Elite, Experience Portal and Call Recording with Salesforce’s Omnichannel solution in both their Classic and new Lightning Experience interfaces creates an intelligent, state-of-the-art, omnichannel contact centre.

M

Unified Agent Desktop

Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly into the CRM browser.

Out-Of-The-Box Screen-Pop

Agents have customer data delivered with every new call.

I

Click-To-Dial Within The CRM System

Contacting customers has never been easier. Desktop Connect enables calls to be made by simply clicking on any telephone number displayed within the CRM system.

J

Call Recording Integration

Avaya/Verint Verba call recording can be conveniently accessed and played back directly from a link within the CRM system. And to ensure PCI compliance in your contact centre, the computer telephony integration (CTI) interface can be customised to enable pause-and-resume of call recordings directly from the CRM system.

Consolidated Reporting

Automatically keeps a log of all calls received and dialled, including notes within the CRM so that agents no longer have to be relied upon to remember to enter this information manually.

Agent-Set Callback

Desktop Connect integrates seamlessly with Buzzeasy so your agents can schedule and handle automated customer callbacks effortlessly from a single interface.

G

Agent Queue Dashboard

The agent queue dashboard displays current call queue activity and agent availability in real-time.

Call Transfers With Customer Context

Agents can pass customer calls to other colleagues or subject matter experts, 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.

Pricing

Geomant offers a fixed price cost based around an agreed scope which can range depending on the complexity of the project. Typically, there are three components which contribute to an overall solution cost, these are:

1

Software\Licence

2

Professional Services

3

Software Assurance & Maintenance

k

From the Cloud

r

As a Hybrid

q

On-Premises

Delivery

At Geomant we work with clients to understand the relative benefits of each deployment method and will assist in finding the most suitable arrangement to meet your commercial and operational requirements.

Visit the Geomant Academy

In the academy are a wealth of Desktop Connect resources.