Tenfold, the world’s leading provider of Advanced CTI solutions announced that a global Fortune50 Logistics Company has selected Tenfold’s offering powered by their strategic partnership with Avaya to transform and improve their global service operations for 10,000 customer service reps.
This collaboration 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 for a fully integrated experience within the Company’s Salesforce Service Cloud environment.
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Enhanced Customer Relationships
The client turned to Tenfold to deliver an integrated customer management solution providing rich telephony controls for Avaya, blended voice, and digital channel enablement between Avaya & Salesforce, automated interaction data capture, and workflow compression. By providing this critical link between CRM and telephony, the contact center representatives will significantly increase productivity, drive reliability and completeness of CRM business data, and deliver a superior customer experience.
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Real-time Customer Data Analysis
“Customer expectations have changed, requiring sales and service teams to deliver real-time, personalized and contextual experiences at scale,” said Dan Sincavage, COO and Founder, Tenfold. “Tenfold’s AI-driven cloud technology equips agents with relevant real-time customer data and insights to more thoroughly and efficiently serve their customers, while offering them the flexibility they need to adapt the solution over time to meet the ever-changing needs of their customers, employees, and service operations.”
In support of this global transformation, the client will utilize Avaya’s advanced contact center and intelligent routing solutions coupled with Tenfold’s Advanced CTI offering alongside Salesforce Service Cloud CRM. The deep integration of these technologies will provide a completely unified agent desktop experience bringing together real-time contextual customer data, interaction management, and sales/service workflows, along with full customer journey reporting & analytics and improved quality assurance and workforce management capabilities.
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