Avaya Innovations 2 - Manual (Page 42)

Salesforce.com
Salesforce.com is the worldwide leader in on-demand customer relationship management (CRM)
services. More companies trust proprietary customer, sales, and case data to salesforce.com than any
other CRM company in the world. More than 600,000 subscribers at over 32,000 companies worldwide
depend on Salesforce to manage sales, marketing, and customer service organizations.
For more information, visit www.salesforce.com or contact
Herve Danzelaud
650-653-4597
Offers
Salesforce Service and Support
Compliant with  Avaya Communication Manager,
Avaya IP Office Solution, Avaya Interaction
Center, Avaya Softphone, and Avaya IP
Telephones.
Salesforce Service and Support is the customer
service solution from Salesforce.com. Using
Salesforce Service and Support, customers can
create a comprehensive, fully integrated virtual
contact center to support a wide range of customer
interactions that occur through voice, email, and
in-person interactions.
Salesforce.com’s Call Center Edition seamlessly
integrates Salesforce Service and Support with
Avaya Communication Manager and Avaya IP Office.
With the combined power of CTI and the Salesforce
Desktop Console, salesforce.com delivers unlimited
productivity to telesales and customer service
organizations.
Call Center Edition features include:
Fully integrated softphone.
▶
Screen pops based on
ANI or IVR and click-to-dial can appear throughout
Salesforce. The softphone facilitates hoteling, virtual
contact centers, and remote agents around the
globe.
Configurable softphone layouts.
▶
Customize the
softphone layouts and assign to profiles for a
tailored agent experience. Define which objects are
available, which data to show, and which functions
to allow.
Automatic call logging.
▶
With Call Center Edition,
Salesforce also includes integrated call logging with
notes and automatic call times directly associated
to multiple Salesforce objects.
Screen pop any record.
▶
Contacts, cases, leads,
or even custom objects can be screen popped to
gain efficiencies in any business process including
customer service, telemarketing, and telesales.
Solution Category
Call/Contact Center
▶
Call Control/Routing
▶
Custom Applications Development
▶
Data Reporting/Warehousing
▶
Enterprise Application Integration
▶
Field Services
▶
Help Desk
▶
Hosted Solutions
▶
Managed Services
▶
Multi-media Contact Center
▶
Multi-Vendor Integration
▶
Screen Pop
▶
Telecommuting
▶
Test & Monitoring
▶
Trading Turrets
▶
Primary Industries Served
Banking
▶
Finance
▶
Healthcare
▶
Hospitality
▶
Insurance
▶
Manufacturing
▶
Retail
▶
Telecommunications
▶
Transportation
▶
Member Presence
APAC
▶
CALA
▶
EMEA
▶
NA
▶
Avaya Contact
Dan Fusco
908-953-7898
[email protected]