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Raleigh-Durham, NC – June 24, 2021 — Avaya (NYSE:AVYA), today launched Avaya OneCloud™ for Service Cloud on Salesforce AppExchange, empowering customers to connect Avaya OneCloud™ to Salesforce Service Cloud, enabling powerful AI and voice benefits that offer more memorable customer service experiences. A new Service Cloud integration brings together voice, digital channels and customer insights into one central view for service agents. Customers can now connect their preferred phone solutions into Service Cloud with the Service Cloud Voice offer for Partner Telephony, creating a unified agent and digital channel experience to deliver faster, smarter and more personalized service.
Improving the quality of experiences through the customer journey has become among the most important differentiators and creators of brand affinity for many businesses. Customers can now connect their preferred Avaya devices into Service Cloud, creating a unified agent and digital channel experience to deliver faster, smarter and more personalized service. The Avaya OneCloud™ for Service Cloud, part of the Avaya OneCloud™ CCaaS portfolio, is designed to provide contact center agents with a complete set of tools in their agent workspace to deliver enhanced customer service. Avaya is positioned to deliver this Service Cloud integration under a continuum of deployment options that align with each customer’s digital transformation journey needs.
Recently recognized as a Contact Center leader by Ventana Research1, Avaya OneCloud™ CCaaS enables organizations to create true customer experience centers, by easily expanding their digital capabilities and effectively leveraging the power of cloud, AI, and IOT thus delivering great customer service to better connect and orchestrate across all touchpoints – including voice, video, chat, messaging, and social. The new Avaya OneCloud™ for Service Cloud strengthens its portfolio of contact center solutions delivering AI enhanced customer engagement for better, faster, and more relevant insights and actions, building brand preference while also saving costs by improving operational efficiency combined with flexible deployment options to adapt to each customer’s migration path.
“Ever-evolving technology has brought new ways for customers to engage and it’s no longer about just service – it’s about experiences,” said Eric Rossman, Avaya VP, Technology Partners and Alliances. “Avaya continues to expand its robust ecosystem of global technology partners embracing the Avaya OneCloud experience platform, which is extending the capabilities and value our solutions provide users as they leverage communications and collaboration apps that create enhanced customer and employee experiences. We look forward to further enabling our customers’ success by driving continual innovation for experiences that matter with our partners.”
“Avaya OneCloud is a welcomed addition to the Service Cloud ecosystem,” said Patrick Beyries, VP of Product Management, Service Cloud. “The expansion of Service Cloud Voice for partner telephony enables customers to integrate the telephony experience natively within the agent workspace, combined with CRM data, process and voice intelligence.”
Integrated directly with Salesforce Service Cloud, launched Avaya OneCloud™ for Service Cloud is currently available on AppExchange at: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000GmQfXUAV
Salesforce is also a key member of A.I.Connect, an Avaya-led initiative that brings together an ecosystem of vendors and developers taking an active part in building AI-driven solutions. A.I.Connect is accelerating the adoption of AI solutions in CCaaS and UCaaS portfolios, to deliver better customer engagement, drive agent productivity, and increase customer affinity.
1https://www.avaya.com/en/about-avaya/newsroom/pr-us-210513/
About Salesforce AppExchange
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies, developers and entrepreneurs to build, market and grow in entirely new ways. With more than 6,000 listings, 9 million customer installs and 117,000 peer reviews, AppExchange connects customers of all sizes and across industries to ready-to-install or customizable apps and Salesforce-certified consultants to solve any business challenge.
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Salesforce, AppExchange, Service Cloud and others are among the trademarks of salesforce.com, inc.
Alex Alias and Julianne Embry
Avaya PR corpcommsteam@avaya.com
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
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Source: Avaya Newsroom