Customer Relationship Management (CRM) is when a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM refers to all the processes and tools which manage customer relationships. Salesforce, ServiceNow, and Microsoft Dynamics®365 are examples of CRM software.

AXP Public Cloud integrates with Salesforce, ServiceNow, and Microsoft Dynamics®365 to provide call center features to enterprises with CRM software in operation. These integrations enable agents in your call center to access the Avaya Workspaces for CRM softphone on the CRM website, handle inbound and outbound customer interactions, make internal calls, and use the CRM functionality simultaneously.

Agents use the Avaya Workspaces for CRM softphone capabilities to communicate with customers and the CRM integration to manage the associated CRM information. For example, an agent can accept digital interactions using the Avaya Workspaces for CRM softphone and associate them with various CRM components, such as tasks, cases, leads, and notes.

This integration also includes supervisor functionality for Salesforce, for example, it enables supervisors in your call center to monitor agents and intervene with customers. Within Avaya Workspaces, supervisors can use the supervisor dashboard to view the list of currently active agents and perform supervisor tasks, such as observing interactions, coaching agents, and barging into interactions.

For more information on CRMs, see:

• Salesforce

• Microsoft Dynamics®365

• ServiceNow

Managing an incoming call

Administering business rules