The Avaya CRMGateway snap-in provides a normalized access layer between Avaya Oceana® and the Customer Relationship Management (CRM)s of the respective customers through an adapter. Customers can use Avaya CRMGateway SDK to develop adapters to fetch customer data from a customer CRM.

The Avaya CRMGateway snap-in is required in Avaya Oceana® to facilitate the customer use-case functionality, where the customer records are too large for importing to the Omnistore database. With Avaya CRMGateway, you can continue to manage the customer details primarily in the external CRM. You can then create the necessary linkage in the Omnistore database to enable the retrieval of customer history and customer journey data that is stored within Avaya Oceana® for the customer.

Using Avaya CRMGateway snap-in, you get a view of the customer details from the CRM directly, while doing a customer search on the CRM. The Avaya Customer Management snap-in fetches data from the CRM and stores this data or a part of this data in the Omnistore database.

The Avaya CRMGateway snap-in is installed in Avaya Breeze® using the System Manager web console. All Avaya CRMGateway alarms are displayed in System Manager.

The serviceability attributes of the Avaya CRMGateway snap-in are as follows:

Using Avaya CRMGateway, you can also get the customer details that contain all the identifying values. Agents can access the customer-identifying information and the system can identify the customer from the channel on which the interaction originates.