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.
Desktop Connect adds Avaya’s sophisticated contact centre capabilities directly into the CRM browser.
Agents have customer data delivered with every new call.
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.
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.
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.
Desktop Connect Integrates seamlessly with Buzzeasy so agents can schedule and handle automated customer callbacks effortlessly from a single interface.
The agent queue dashboard displays current call queue activity and agent availability in real-time.
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.
Tiered discount structure with attractive margins.
Sales and pre-sales assistance.
Joint marketing funding.
Marketing support including leads from inbound marketing activity.
Technical, pre-sales and sales training.
Lab and demonstration systems.