Desktop Connect

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

Desktop Connect - Full features

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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.

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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.

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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.

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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 agents can schedule and handle automated customer callbacks effortlessly from a single interface.

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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.

Partner Program Benefits

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Tiered discount structure with attractive margins.

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Sales and pre-sales assistance.

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Joint marketing funding.

Marketing support including leads from inbound marketing activity.

Technical, pre-sales and sales training.

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Lab and demonstration systems.

Visit the Geomant Academy

In the academy are a wealth of Desktop Connect resources.