Avaya has announced an expanded alliance with Salesforce Service Cloud to deliver solutions that more deeply integrate the contact center products of the two companies.
The expanded alliance will focus on cloud-based solutions that enable seamless access, greater contextual awareness and rapid, knowledgeable service at all points along the customer journey – making it easier for businesses to meet the digital demands of today’s customers.
“This expanded alliance will give businesses in the Middle East a solution that is easy to integrate out of the box and delivers the experiences that today’s customers expect. Avaya and Salesforce have come together to build the bridges that create a seamless experience – for customers as well as agents. This demonstrates our commitment to our customers here in the region to deliver the best solutions,” said Emir Susic, Europe, Middle East, Asia, Africa, Senior Director, Avaya Professional Services.
Avaya Customer Engagement Solutions and Salesforce market-leading CRM are already widely deployed in contact centers around the world including many of the largest customer service operations on the planet.
As more and more companies transition to web and cloud applications, Avaya highlighted that integrating its solutions and Salesforce solutions will enable both companies to quickly move their strategies forward with little to no disruption to ongoing operations.
Avaya already integrates with Salesforce via the Avaya Breeze Connector offering. However, this expanded alliance will offer far greater and tighter integration capabilities for enterprise customers where workflow management and interaction will seamlessly co-exist across the solutions.
“Customers today expect a predictive and connected customer experience, and that’s why we’re excited to align with Avaya on this initiative. As customer experience becomes the ultimate differentiator, offering a seamless, omni-channel experience will be the key way that companies can create customers for life,” said Adam Blitzer, EVP and GM, Service and Sales Clouds, Salesforce.
