function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Rajan TRajan T 

Integrating Salesforce and Avaya call center

Hi,

Can anybody suggest how to integrate Avaya call center with Salesforce?. 

any help would be appreciated. 
NagendraNagendra (Salesforce Developers) 
Hi Sfdc online 1,

Please check with the PDF documents in the below links which has detailed step by step process of integrating Avaya contact center with salesforce. Kindly mark this post as solved if the information help's so that it gets removed from the unanswered queue and becomes a proper solution which results in helping others who are really in need of it.

Best Regards,
Nagendra.P
Chris WoodwardChris Woodward
Hello, Sfdc online 1!

I suggest that you check Tenfold, a 3rd party software. It is a CTI that integrates Salesforce with Avaya.

One of Tenfold's great features is a floating UI (screen pop) that shows relevant customer information in inbound or outbound calls. This feature can be very useful for a contact center set-up. Other features are click-to-call, automatic call logging, a call analytics dashboard, and more. 

You can learn more about Salesforce-Avaya integration via Tenfold here:
https://www.tenfold.com/integrations/salesforce/avaya
Akos MateAkos Mate
Hello

Geomant also offers Desktop Connect as CTI tool that integrates Salesforce with Avaya Communication Manager via AES, Avaya Voice Portal and Avaya Contact Recorder or Verint recorder. 
Desktop Connect provides an intelligent screen pop based on caller number or any other information collected in the IVR, displaying the relevant records, also features click-to-dial, call activtiy logging, call recording integration, transfer of calls with context, call queue dashboard and more.

Desktop Connect is DevConnect ceritfied, you can find out more here (https://www.geomant.com/end-user-solutions/desktop-connect): or on App Exchange (https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B4I1HEAV)

Akos M.
Bobbi Jo ValiantBobbi Jo Valiant
Do you have Geomant?  Looking for someone other than Tenfold as they don't seem to be able to complete intregations. 
Akos MateAkos Mate
Hi Bobbi Jo Valiant! We are more than happy to give you an overview on how Geomant's Desktop Connect integrates Avaya to Salesforce, please reach us on https://www.geomant.com/contact or drop an email to info@inovasolutions.com and somebody will assist you shortly. 

Akos M.
Ravi_JainRavi_Jain
Hello,

You should go for NovelVox that offers Avaya integration with Salesforce. NovelVox Agent Desktop and CTI connector for Avaya can be seamlessly integrated with over 70 3rd party applications. The Desktop provides a unified view of caller details and screen switch as per IVR inputs. Whereas, in the case of CTI tool, it is embedded within the application displaying the customer’s relevant information. It is features like CRM screen transfer, Click to dial, intelligent dialing, advance reporting, call logging and more.

For optimized performance, NovelVox Avaya Desktop and CTI connector allow easy customization basis business requirements. Its drag and drop designer studio requires no coding. Visit www.novelvox.com for more information or check this url for Avaya salesforce integration:
https://www.novelvox.com/integrations/salesforce-with-avaya-agent-desktop/