SF.com Connector for Avaya AES


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Acqueon's Connector for Salesforce.com, an ideal solution to enhance Salesforce.com usage in contact centers. The SF.com Connector provide telephony and CTI capabilities to Salesforce.com.

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SF.com Connector for Avaya AES

  1. 1. SF.com Connector for Avaya AES One of the easiest ways to reduce operational expenses is to optimize customer interaction processes. With SF.com Connector for Avaya AES, enterprises are precisely able to achieve this. The SF.com Connector for Avaya AES enables screen pop (a pop up on agent desktop with relevant customer information) and click & dial (a softphone feature that enables agents to dial out to customers as and when required). Any customer, if greeted by his / her name feels a sense of attention being shown by the organization. Many a time, customers do complain of repeating their personal information in order to validate that it is indeed their account, no matter which vertical customers belong to – BFSI, Telecom, Utilities, and Healthcare to name a few. With Acqueon’s Connector, enterprises that have employed Salesforce.com will have the ability to make calls, receive calls, validate customer in real time by greeting them by their names and do much more with their agent desktop / UI. Here’s a closer look at this application. The Connector functions with CVLAN and TSAPI as its communication protocols. This ensures that customer information is shared with all touch points (agent or supervisor) whenever there is a transfer or a conference requisition. Softphone capabilities  Make call  Answer / end call  Hold / retrieve call  Transfer / conference call  Agent state change  Ready / not ready  Wrap-up  On call Salesforce Connector for Avaya PBX Acqueon Technologies www.acqueon.com
  2. 2. Screen pop a. Based on ANI, this powerful CTI connector enables agents to receive a screen pop which is customizable – have parameters unique to the enterprise. Parameters like name, address, phone numbers, e-mail IDs, account number, and customer ID among others. Business benefits 1. Screen pop a. It helps agents and supervisors save time by not validating details like name and phone number – it increases faster resolution of customer queries 2. Powerful telephony intelligence a. With the CTI connector, reports can be generated on IVR traversal of customers, agent status reports, and call history among others About Acqueon Acqueon Technologies Inc specializes in developing products and solutions for the Customer Interaction Management (CIM) industry. These products and solutions use business logic to deliver a distinctive customer experience by enabling organizations to not just interact with their customers – but relate. Acqueon products and solutions also offer a compelling Total Cost of Ownership (TCO), which is further enhanced by rapid deployment. Acqueon products and solutions handle millions of transactions every day at multiple sites and are implemented across various verticals such as Banking, Insurance, Retail, Telecom, Healthcare, and Education among others, in over 17 countries. Salesforce Connector for Avaya PBX Acqueon Technologies www.acqueon.com