Avaya’s Next Generation CRM Integration Platform

Accelerating Service Transformation with Tenfold’s Advanced CRM Integrations

Dan Sincavage, Co-founder and COO

December, 2020
Today’s Agenda

● Voice Integration as a Service

● Cross Platform CRM Integration
● CTI Built to Empower the Line of Business
● Tenfold’s Differentiated Value
● Quick Look at the Tenfold Experience
Tenfold: Avaya’s CRM Integration Platform as a Service

Q2 Q3 Q3 Q4 Q1 Q2 Q4
2019 2019 2020 2020 2021 2021 2021

Avaya & Tenfold Initial Avaya $1M Annual Initial Avaya OEM OEM Agreement Integration to Avaya Oceana
Form Strategic Reseller Deal Contract Value Deal (CCaaS) Structure Across Entire Avaya Salesforce Service Integration Release
Partnership Implemented Closed Finalized Solution Portfolio Cloud Voice™ Window*
*Estimated General Availability

CRM INFRASTRUCTUR
E
OPTIMIZATION
AUTOMATED DATAARTIFICIAL
INTELLIGENCE
CAPTURE
AGENT PRODUCTIVITY
CUSTOMER
EXPERIENCE
WORKFLOW
AUTOMATION

AVAYA OUTLINES STRATEGIC CTI CORE CRM INTEGRATION LIBRARY FOCUS ON BUSINESS
STRATEGY OPTIMIZATION
The ‘Mulesoft of the Contact Center’ & IPaaS

On-Premise

- Avaya CM/AES
- Avaya IP Office
- Avaya CS1000
- Avaya Contact Center Elite
- Avaya Contact Center Select

Cloud

Functionality
- Avaya Spoken CCaaS/IXCC
Call Controls
- Avaya Cloud Office (ACO) & CTI
Auto-logging Workflow
of Call Details Automation
- Avaya OneCloud ReadyNow Softphone

Opportunity
Interaction
Roadmap: Oceana/Breeze, POM History
Click-to-Dial & Case
Association
CRM Integration Coverage Across Gartner MQ™

KEY:

Integration Available

Roadmap Integration
CRM Integration Coverage Across Gartner MQ™

 
CRM Platform

Avaya Platform

IX Digital (Oceana) Avaya Roadmap Roadmap Roadmap Roadmap Roadmap Roadmap Roadmap
*In Development *Tenfold *Tenfold *Tenfold *Tenfold *Tenfold *Tenfold *Tenfold

Avaya CM/AES Tenfold Tenfold Tenfold Tenfold Tenfold Tenfold Roadmap Roadmap
*Tenfold *Tenfold

Avaya IP Office Tenfold Tenfold Tenfold Tenfold Tenfold Tenfold Roadmap Roadmap
*Tenfold *Tenfold

Avaya CS1000/AACC/ACCS Tenfold Tenfold Tenfold Tenfold Tenfold Tenfold Roadmap Roadmap
*Tenfold *Tenfold

POM 3.0.4+ Avaya Roadmap Roadmap Roadmap Roadmap Roadmap Roadmap Roadmap
*In Development *Tenfold *Tenfold *Tenfold *Tenfold *Tenfold *Tenfold *Tenfold

Avaya CCaaS/Spoken Tenfold Tenfold Tenfold Tenfold Tenfold Tenfold Roadmap Roadmap
*Tenfold *Tenfold

RC-Basic RC-Basic Roadmap Roadmap

Avaya Cloud Office (ACO) Tenfold Tenfold Tenfold Tenfold
Tenfold-Adv. Tenfold-Adv *Tenfold *Tenfold

*Salesforce Service Cloud Voice Tenfold N/A N/A N/A N/A N/A N/A N/A
5 Major Challenges Addressed by Tenfold

Lack of Phone Data Capture in CRM

01

Need to Improve the Multiple Desktop

05 02
Customer Experience Applications

Lack of Workflow Omni Channel & Digital

04 03
Automation Engagement Integration
Resulting Business Impact is Substantial

Subpar Customer Experience Lack of Data Capture in CRM

● No Identification of Callers (Screen Pop) ● Incomplete Customer 360° Record
● Unnecessary Manual Workflow Tasks ● Limitations on AI and Analytics
● Limited Customer Context and Visibility ● Inability to Link Call Recordings to Tasks

Lack of Workflow Automation Multiple Agent Desktop Apps

● Inflated Average Handle Time (AHT) ● Lost Productivity and Focus
● Add’l Headcount Needed to Handle Vol. ● Hindered CRM Adoption
● Data Accuracy and Completeness Issues ● Agent Experience Suffers

No Omni Channel Integration

● Siloed Customer Experience
● Inability to Effectively Blend Agents
● Reporting and BI Limitations
Tenfold Business Value

INFRASTRUCTU CUSTOMER
RE EXPERIENCE

Complex Technology Agent Optimization & Empower Agents with Structure, Consistent
Environments Efficiency Call Context Data Logging
● Multiple Phone Systems ● Reduce AHT/ACW ● Cross-channel 360° View ● No Touch Call Logging
● Multiple CRM Tools ● Do More with Less ● Link Open Cases/Opps ● Embed PBX/CC Metadata
● Upgrade Volatility ● Sales KPIs (Conversion) ● Surface Key Acct. Info ● Standardize Across CRMs
● Digital Transformation ● Reduce Manual Tasks ● Federate Status w/ Omni ● Enable AI/ML Initiatives
● Reduce Time to Value ● Compress Workflow ● IVR Data Presented ● Log 100% of Calls to CRM
● Reduce Project Risk ● Unified Login (PBX/CRM) ● Role-based Configuration ● Closed-loop Reporting

PRODUCTIVITY DATA CAPTURE

Differentiated Value

Traditional Avaya Integration Innovative Integration

● On-Premise Deployments with heavy PS fees and long ● True SaaS solution productized and deployed in the
(multi-month) deployment timelines cloud with ability to go-live in weeks.

● Limited to support for standard integrations without a true ● Single solution that can integrate across nearly a dozen
solution for the commercial CRM market industry leading CRMs with one experience

● Lack support for Salesforce Omni-Channel & High ● Ability to support and strategic product relationship with
Velocity Sales (leading solutions in the market) both SFDC Omni-Channel & HVS team

● Limited to support of Avaya telephony ● Avaya can integrate across other PBX/ACDs

● Standard CTI Capabilities (i.e. call controls, screen pops & ● Goes beyond standard CTI into workflow automation,
interaction logging) 3rd party data integration & more

● One deployment model (embedded) ● Flexible deployment (embedded, browser, desktop)

Tenfold’s Embedded CTI Client
Tenfold Call Controls and Agent Presence

Answer calls from within the Tenfold UI

Hold, Transfer, and other

advanced controls

Customer Journey
Data Maintains
Customer Context
Presence Management and WFM Enablement

Status federated between Salesforce and the Contact Center

Keeping WFM reporting accurate

Intelligent Screen Pops and Data Presentation

Screen-pop for inbound and outbound calls

with direct links to associated Salesforce
records (Account, Contact, Lead, Case, etc.)

Complete Omni-channel interaction histories

displayed in the Tenfold UI

Tenfold identifies associated Cases and

Opportunities for the caller
Appendix Content
Tenfold is the Contact Center Integration Hub

Avaya Provides:
● IVR Capabilities
● Skills-based Routing and ACD Features
● Call Recording & Quality Management
Customers n
● Post-call CSAT Surveys io CRM
at
● PSTN Connectivity (Phone Lines) e gr
nt
● PBX Features & Voicemail II
● Supervisor Features (Listen, Join, Coach, etc.) AP

Agent Desktop (SSO)

● Real-time Queue Dashboards
● Call Transcription and Sentiment Analysis

Call Path
n
t io
Tenfold Provides: ra Tenfold
t eg
● Advanced Call Controls In
PI
(CTI)
● Screen Pop with Custom Data A
● Automated Call & Telephony Metadata Logging
● Click-to-Dial Functionality
● Status Federation Across Routing Platforms
● Automated Follow-up Creation
● Bookmarked Call Transfers Call Path
● Automated Case Creation
● @mention Collaboration Tools
● Contact Interaction History Display Avaya Sales or Service
Engagement Model

IDEAL TARGET ACCOUNT

● Enterprise organization with Avaya CC or UC infrastructure for sales, service or other customer facing roles
● Using Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, etc.
● Leveraging CRM as the agent experience for contact center, sales or other roles (i.e. fin advisors)
● Stated CX, productivity, customer journey data improvement initiatives

OPPORTUNITY ENGAGEMENT MODEL:

● Contact Tenfold’s Avaya Alliances Director: Luke Johnson, luke.johnson@tenfold.com 832.657.6049
● Background information needed:
○ Tech details (CRM, Avaya platform and version, etc.)
○ Approx. seat count and business drivers for exploring CTI with timeline
● Team will delegate account to a Tenfold AE to follow up with Avaya/BP contact directly
● Team will register opportunity as sourced by Avaya or Avaya BP

ADDITIONAL RESOURCES:
● Tenfold Sales Guide
● Avaya SharePoint Site with Tenfold Resources