Avaya Workspaces for CRM integration with Salesforce overview

Last Updated : Aug 27, 2024 |
Prolog information
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Salesforce is a Customer Relationship Management (CRM) solution that enables you to integrate all departments of your company into a single platform for managing your interactions with customers. CRM refers to all of the processes and tools that manage customer relationships. With Salesforce, you can collaborate and engage with your employees and partners, while securely storing your data in the cloud.
Avaya Workspaces for CRM integration with Salesforce enables agents in your call center to perform the following actions while using the Salesforce functionality:
  • Access the Avaya Workspaces for CRM softphone on the Salesforce website.
  • Handle inbound and outbound customer interactions.
  • Make internal calls.
  • Perform screenpop, click-to-dial, and save interaction logs.
  • Access Salesforce Directory.
  • Send data to Salesforce Lightning components, Lightning flows and Visualforce pages.
  • Agent synchronization with Salesforce Omnichannel.
Agents use the Avaya Workspaces for CRM softphone capabilities to communicate with customers and the Salesforce integration to manage the associated Salesforce information. For example, an agent can accept digital interactions using the Avaya Workspaces for CRM softphone and associate them with various Salesforce components, such as tasks, cases, leads, and notes. Avaya Workspaces for CRM is optimized for the Salesforce Lightning Experience interface and supports both Lightning Standard and Lightning Console modes.
Note:
Salesforce 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 which only apply to Salesforce software. If you are using other CRM software, this terminology and these procedures do not apply.
This integration also includes supervisor functionalities. For example, it enables supervisors in your call center to monitor agents and intervene with customers. Within the Avaya Workspaces for CRM softphone, supervisors can use the supervisor dashboard to view the currently active agents and perform supervisor tasks, such as observing interactions, coaching agents, and barging into interactions.
For more information about how agents and supervisors can use the Avaya Workspaces for CRM softphone within Salesforce, see Using Avaya Experience Platform™ Public Cloud Avaya Workspaces for CRM.
As an administrator, you must perform the tasks required for completing the integration of Avaya Workspaces for CRM with Salesforce. When completing the integration, you can configure your call center properties and manage your agents' experience. For example, you can enable your agents to transfer calls and set up conferences.
This guide describes the Salesforce procedures required for the integration process. For more information about administering Salesforce, see https://help.salesforce.com/.