Tenfold’s telephony integration capabilities to feed customer interaction data directly into service and CRM management platforms
Avaya and cloud telephony integration specialist Tenfold are teaming up to connect call centers with service and customer relationship management (CRM) systems to feed client interaction activity directly into applications for retention and analysis. The intent is to improve operational efficiency and value through better customer support analytics, the companies say.
The Lowdown: Tenfold, which bills itself as a provider of “next-generation CTI solutions,” will connect its desktop agent with Avaya’s IX Contact Center and Avaya IX Workplace unified communications platform to capture intelligence on customer service and interactions. The integration will allow businesses to collect and analyze customer interactions and service quality with greater speed and efficiency.
The Details: The Avaya and Tenfold integration will make it easier to connect unified communications and call center management platforms with leading customer and service management systems, including Salesforce, ServiceNow, Microsoft Dynamics, and NetSuite. The pairing of Avaya and Tenfold will extend their native value and enhance the functionality and value of CRM and service management platforms, the companies said.
The Impact: Feeding call center data and service interactions into CRM platforms isn’t new. However, the need for improving the quality of the information feed to CRMs and service management systems is increasing as customer experience – particularly in subscription-based services – is becoming an important metric of success and indicator of account retention. The Avaya-Tenfold partnership is an example of how businesses are automating data collection to improve customer experience and value.
The Buzz: “Every enterprise is looking for ways to differentiate, by delivering a uniquely amazing customer experience, while at the same time making their internal teams and processes more intelligent and efficient – hitting both the top and bottom line,” said Frank Ciccone, senior vice president of sales at Avaya. “Partnering with Tenfold provides Avaya clients with innovative AI-driven cloud technology that arms their teams with relevant real-time customer data and insights to more thoroughly and efficiently serve their customers.”
“Customer expectations have changed, putting demands on sales and service teams to deliver personalized and contextual experiences at scale in real time. Our joint clients will benefit from this strategic partnership, creating seamless integrated experiences for their customers and employees across all interactions and channels,” said Jeff Cotten, CEO of Tenfold. “Voice powers more than 60 percent of customer interactions, but typically, voice interaction data lives across siloed systems, limiting companies’ ability to operationalize AI. This partnership will unlock that data, connecting it into a company’s CRM [system and] empowering joint customers to drive predictive customer engagement.”