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 integrates with Salesforce, ServiceNow, and Microsoft Dynamics® 365 to provide call center features to enterprises with CRM software. The Avaya Workspaces for CRM integration with Salesforce, ServiceNow, and Microsoft Dynamics® 365 enables you to access the Avaya Workspaces for CRM softphone on the CRM website. You can use the softphone to handle inbound and outbound customer interactions, make internal calls, and use the CRM functionality simultaneously. 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.