Tenfold has announced that Fortune50 Logistics Company has selected its offering, powered by its strategic partnership with Avaya to transform and improve its global service operations for 10,000 customer service reps.
For a fully integrated experience inside the company’s Salesforce Service Cloud environment, this partnership will natively connect Tenfold’s real-time cloud integration layer and intelligent integrated desktop agent with the market-leading Avaya Contact Center and Unified Communications suite.
The client turned to Tenfold to provide an integrated customer management system that provides Avaya, blended voice, and digital channel enablement between Avaya & Salesforce with rich telephony controls, automated interaction data capture, and compression of workflows. The representatives of the contact center would dramatically improve efficiency, drive reliability, and completeness of CRM business data and provide a superior customer experience by providing this vital connexion between CRM and telephony.
According to Dan Sincavage, COO, and Creator, Tenfold, customer expectations have changed, and sales and service teams have been expected to offer real-time, personalized, and contextual interactions on a scale.
The customer can use Avaya’s advanced contact center and intelligent routing solutions coupled with Tenfold’s Advanced CTI offering alongside Salesforce Service Cloud CRM to facilitate this global transformation.
With the deep integration of these technologies, Tenlo’s and Avaya’s collaboration can create a unified agent desktop interface. It’ll bring together real-time contextual customer data, interaction management, and sales/service workflows, along with full customer journey reporting & analytics. The integration will also enhance quality assurance and workforce management capabilities.