Contact centers

Last Updated : Oct 23, 2023 |

A contact center is a business division within an organization that manages customer interactions. Contact centers are also known as call centers. Contact centers use advanced technology to help resolve customer issues quickly, track customer interactions, and capture interaction and performance data.

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™ Public Cloud uses a Contact Center as a Service (CCaaS) software deployment model that enables companies to only purchase the technology they need and a vendor usually operates it to reduce IT, integration, and support costs. Your organization uses Avaya technology to run a software application called Avaya Workspaces for CRM.

Salesforce

Salesforce provides software to enable businesses or other organizations to administer customer interactions. Salesforce software uses special terminology to refer to aspects of customer interactions.

This guide references some of this terminology, such as cases, opportunities, and tasks. This guide also contains procedures that only apply to Salesforce software. If you use other CRM software, this terminology and these procedures do not apply. For more information about Salesforce, see https://www.salesforce.com/.

Microsoft Dynamics®365

Microsoft provides software to enable businesses or other organizations to administer customer interactions. Microsoft Dynamics®365 helps enterprises with resource planning using CRM intelligent business applications which connect operations and supply chains for complete portfolio management. For more information about Microsoft Dynamics, see https://dynamics.microsoft.com/.

ServiceNow®

ServiceNow provides software to enable businesses or other organizations to administer interactions with customers. ServiceNow connects all parts of an enterprise with the aim of increasing customer loyalty and improving revenue. It enables agents to respond to customer needs rapidly, proactively, and transparently. For more information on ServiceNow, see https://www.servicenow.com/.