Empower your Salesforce system with cloud communications capabilities and create a more collaborative CRM experience.
Let Avaya Cloud Office for Salesforce enhance your CRM and Service Management experience by automating workflows, increasing call efficiency and improving the quality of customer interactions. The integration works in both Sales Cloud and Service Cloud. Avaya Cloud Office for Salesforce lets you make and receive calls directly from your Salesforce account. You can also quickly assign call dispositions, log calls, take notes, schedule meetings and more, without jumping back and forth between applications.
Available for Salesforce Classic or Salesforce Lightning. Applicable for both Sales Cloud and Service Cloud.
Installation Made Easy: Now introducing an install wizard that will take the admin through a series of simple steps to configure the integration in 7 simple steps.
"Do Not Contact" Settings: Avaya Cloud Office for Salesforce will now honor Do Not Contact (DNC) settings for records in Salesforce and prevent or alert users from placing a call or sending a text message to contacts who are marked as DNC.
In-App Calling: Now using WebRTC technology, leverage Avaya Cloud Office calling capabilities like call controls, inbound, and outbound calls without ever navigating away from Salesforce.
High Velocity Sales (HVS): By powering the telephony side of a sales cadence we allow sales reps to click-to-call right from their work queue and log them with a HVS disposition to move your sales cadence forward. Only available for Salesforce Lightning.
Performance reporting: View a complete dashboard of your team’s performance. Now you can edit and customize the Avaya Cloud Office Analytics data as a native Salesforce report through our Cloud Phone Report.
Click-to-call: Place calls from within Salesforce by clicking on any phone number, saving time and improving call efficiency.
Instant screen pop-up: Incoming calls trigger screen pops with 360° view of the caller enabling quality interactions.
Call logs: With advanced features such as offline call logging and multi-call log option, agents can address the most important tasks first.
Schedule meetings: Seamlessly schedule a Avaya Cloud Office meeting from within your Salesforce account. Schedule and start a Avaya Cloud Office meeting from Salesforce Global Actions.
Integrates with the Salesforce app: Reach out to customers on the fly by calling or texting right from Account, Contact, or Lead tabs.
Access from anywhere: Connect on both Windows® and Mac®, using any popular browser.
Work the way you want: Work in Salesforce Classic or Salesforce Lightning UI.
► Seamless integration with Salesforce
Integrating your Avaya Cloud Office solution with everyday applications, such as Salesforce, allows you to automate tedious tasks, make your workflows more efficient, and offer your customers a superior experience.
► Streamlined business communications
Avaya Cloud Office for Salesforce reduces the need for agents to switch between multiple devices and applications to access key business functionalities to accomplish their daily tasks.
► Exceptional customer experiences
Access to key customer information and call history allows agents to deliver timely and personalized customer experience.
Avaya Cloud Office for Salesforce is available for Avaya Cloud Office Office® Premium and Ultimate customers.
You must have a Salesforce Professional (PE) or above (EE and UE).
Requires Windows® XP or above or Mac OS® X 10.8 Mountain Lion or above.
Supported browsers include: Chrome™30 (or later), Firefox® 25 (or later), Safari® 6.0.5 - Safari is supported for Classic view only (or later), and Internet Explorer® 10 (or later).
Avaya Cloud Office for Salesforce is NOT compatible with community licenses.
High Velocity Sales feature compatibility: ONLY available for Lightning.
Latest update: 06/01/21
When authorized, this app will be granted the following permissions:
|Read Messages||View message store data, including SMS, fax, voicemail, etc.|
|Meetings||Create, view, update and delete meetings|
|VoIP Calling||Register VoIP-enabled devices, and make and receive VoIP calls|
|Read Client Info||View client application provisioning information|
|WebSocket||Make API calls via the WebSocket transport|
|WebSocket Subscriptions||Manage and subscribe to websocket notifications|
|Contacts||View, create, update and delete personal address book contacts|
|Read Accounts||View user account information, e.g. name, business name, and contact info|
|Telephony Sessions||Control advanced telephony session features|
|Problem Reports Management||Manage Client Problem Reports|
|Ring Out||Perform two-legged ring out phone calls|
|SMS||Send and receive SMS/MMS messages|
|Internal Messages||Send, and edit intra-company text messages|
|Read Call Log||View user call log records|
|Edit Messages||View and update message store data, including SMS, fax, voicemail, etc.|
|Edit Presence||View and modify user presence status|
|Send Usage Info||Send usage information to enable reporting|