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 that manage customer relationships. Salesforce, ServiceNow, and Microsoft Dynamics® 365 are examples of CRM software.

Avaya Experience Platform™ (On-Prem + Connect) integrates with Salesforce to provide call center features to enterprises using CRM software. These integrations enable you 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.

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