Avaya Unveils Avaya OneCloud for Service Cloud on Salesforce App Exchange


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Avaya has launched its Avaya OneCloud for Service Cloud on Salesforce AppExchange. Customers will be able to connect Avaya OneCloud to Salesforce Service Cloud and get “powerful” voice and AI benefits that would allow for high quality customer service experiences.

The new Service Cloud integration brings together voice, digital channels, and customer insights into a central view for service agents. Clients will also get the ability to connect their selected phone solutions into Service Cloud with Service Cloud Voice offer for Partner Telephony. This would create a unified agent and a digital channel experience to deliver quicker, smarter, and more personalized services.

One of the most important differentiators and creators of brand affinity for many businesses is the improving quality of experiences via the customer journey. The Avaya OneCloud for Service Cloud is part of the OneCloud CCaaS portfolio. It is created to offer contact center agents a full set of tools in their agent workspace to deliver enhanced customer service. Avaya provides this Service Cloud integration under a continuum of deployment options that would match each customer’s digital transformation journey requirements.

Avaya OneCloud

Avaya OneCloud CCaaS would allow organizations to develop “true” customer experience centers by simply expanding their digital capabilities and efficiently taking the benefit of the power of the cloud, IoT, and AI providing top-notch customer service to connect and orchestrate all the touchpoints in a better way including social, voice, chat, video and messaging.

The brand-new Avaya OneCloud for Service Cloud would strengthen the vendor’s portfolio of contact center solutions providing AI-enhanced customer engagement for faster, better, and highly relevant actions and insights, building brand preference. On the other hand, it would also save cost by enhancing efficiency integrated with flexible deployment options to adapt to each customer’s migration path.

It is integrated directly with Salesforce Service Cloud and is currently available on AppExchange. Salesforce is also an important member of AI Connect, an initiative led by Avaya that brings together an ecosystem of vendors and developers that take an active part in creating AI-driven solutions. AI connect is working on boosting the adoption of AI solutions in CCaaS and UCaaS portfolios to provide better customer engagement, increase customer affinity and drive agent productivity.

Vice President’s Take

Vice President at Avaya, Technology and Partner Alliances, Eric Rossman, said that the continuously evolving technology has generated new ways for customers to engage and it is no longer about just service but also about the experience. He added that Avaya continues to expand its robust ecosystem of global technology partners embracing the Avaya OneCloud experience platform, which is increasing the capabilities and value provided to the users by the solutions. Customers would benefit from collaborations and communication applications that create a better customer and employee experience.

Mr. Rossman concluded by saying that Avaya looks forward to making their customers achieve success by driving continual innovation for experiences that matter with their partners.

“The expansion of Service Cloud Voice for partner telephony enables customers to integrate the telephony experience natively within the agent workspace, combined with CRM data, process and voice intelligence,” added Patrick Beyries, VP of Product Management, Service Cloud, Salesforce.