SF.com Connector for Avaya AES

Add the power of interaction to your sales intelligence

The SalesForce.com (SF.com) Connector for Avaya AES is a tightly integrated interface between Avaya AES and Salesforce.com, designed to optimize agent-customer interactions. It supports softphone, screen pop and other telephony functions, without requiring the agent to toggle outside the Salesforce.com application. This empowers users with relevant customer information and the ability to dial out to customers as and when required.

Business Benefits of Salesforce Connector

  • Improve First Call Resolution as a result of screen pop which provides customer information as the call comes in
  • Greater levels of customer satisfaction as an offshoot of the powerful telephony intelligence which includes screen pop capabilities and click to dial features
  • Optimize employee costs as productivity and efficiency of each agent increases
  • Diminish call costs as customer queries/issues are solved faster


CTI Features of Salesforce Connector

Organizations that use Salesforce.com can implement the Acqueon SF.com Connector and leverage the same powerful CTI functionality found in large Call Centers today.

  • Softphone Capabilities
    • Softphone allows agents to make or receive calls, conference supervisors, and transfer or place callers on hold. Salesforce.com Connector allows you to
      • make calls
      • answer / end calls
      • hold / retrieve calls
      • transfer calls
      • conference calls
      • manage agent states (‘Auto-In’, Aux with Reason codes)
      • enter wrap-up codes
      • employ a unified single login interface
  • Screen Pop
    • Attached data and screen pops of the relevant screen within Salesforce.com eliminate the need for customers to repeat account information and allow agents to validate customers real-time and greet them by name
      • based on ANI / CLI (Calling number)
      • based on user input on IVR / announcement board
  • Integration functions
    • The connector also has a set of powerful data integration functionalities, which means that users can
      • validate their customers within seconds
      • use screen pop functionality
      • generate IVR traversal reports
      • generate call history reports
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