Call Recording Featured Article

The contact center is in the midst of some major renovations – technologically speaking that is. From workforce optimization software to machine learning and the utilization of analytics, this is not your father’s contact center. This week, we saw news for Avaya (News - Alert) Engage highlighting the innovation at hand, as Avaya announced an expanded partnership with the Salesforce Service Cloud.

“Bringing together the assets of two leaders so adept at elevating the customer experience will accelerate their customers’ ability to digitally transform that experience as well,” said Nancy Jamison, Principal Analyst, Digital Transformation, Frost & Sullivan (News - Alert). “In addition, this partnership will greatly enhance the agent experience as well, which is critical with the growing millennial workforce.”

The dynamic duo are diligently working toward enabling improved contextual awareness along the customer journey to enable not just a seamless experience, but one that makes it easier for business to better meet customer demand. While the Avaya Breeze Connector already integrates with Salesforce, this week’s announcement adds a number of capabilities and workforce management tools.

In specific, some of the spoils from the partnership include Service Cloud APIs to utilize Avaya routing in an omnichannel environment; Service Cloud Einstein can access Avaya voice analytics data to keep agents informed in real-time; and have adjusted to rules to configuration to make deployment of the pairing as user friendly as possible.

“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.”Adam Blitzer, EVP and GM, Service & Sales Clouds, Salesforce

The cloud is no passing fad, and as these two cloud pioneers push forward, it is something to take note of. Plain and simple, the future is in the cloud. From CRM and ERP to workforce optimization software, the future is very cloudy (in the best way possible) – minus the chance of meatballs.