Avaya and Tenfold create better conversations with Artificial Intelligence

Avaya Holdings Corp, a global leader in solutions to improve and simplify communications and collaboration, and Tenfold, the world’s leading provider of upcoming CTI solutions an nominee, announced a strategic partnership to help joint customers optimize their customers’ experience, increase the productivity of your sales and service teams and operate Artificial Intelligence with more comprehensive contextual data to drive predictive engagement.

This collaboration will natively connect Tenfold’s real-time cloud integration layer and integrated smart desktop agent with the market-leading Avaya IX™ Contact Center and Avaya IX Workplace Unified Communications platforms customers around the world depend on to empower conversations with their own customers.

Tenfold’s Real-Time Cloud Integration Layer provides productive, repeatable combinations between Avaya’s offerings, whether in the Cloud or on-premises, and CRM’s leading solutions: Salesforce, ServiceNow, Microsoft Dynamics, NetSuite, and many others. Tenfold automates data capture and workflow for sales and service teams, ensuring they have a real-time view of their relevant customers and leads—at the time of interaction that’s when they need it most.

“Each company is looking for ways to differentiate itself, offering a unique and wonderful customer experience, while making their internal teams and processes smarter and more efficient from start to finish,” said Frank Ciccone, senior vice president of Avaya Sales. “The association with Tenfold provides to Avaya customers an innovative technology cloud driven by Artificial Intelligence that provides to their computers data and relevant knowledge of customers in real time to provide a service to their customers more complete and effective”.

Customer expectations have changed, requiring sales and service teams to deliver personalized, contextual experiences at scale and in real time. Our joint customers will benefit from this strategic partnership by creating integrated and seamless experiences for their customers and employees across all interactions and across all channels,” said Jeff Cotten, CEO of Tenfold. “Voice enhances more than 60 percent of customer interactions but typically voice interaction data lives in isolated systems, limiting companies’ ability to operate Artificial Intelligence.  This partnership will unlock that data, connecting it to a company’s CRM, which will enable joint customers to drive predictive customer engagement.”

Together, Tenfold’s real-time cloud integration layer and smart desktop agent in Avaya’s market-leading incoming and outgoing voice solutions: Avaya IX Contact Center and Avaya IX Workplace, Avaya OneCloud, achieve that the value of inver Avaya’s existing and CRM customer syllades extend as they drive highly impactful results enabled by Artificial Intelligence.

As part of the partnership, Tenfold will join A.I.Connect, an initiative led by Avaya that brings together an ecosystem of suppliers and developers actively involved in building Solutions based on Artificial Intelligence. A.I.Connect is accelerating the adoption of Artificial Intelligence solutions in Contact Centers and Unified Communications Solutions, gathering world-class companies and products that improve customer and user experiences through such technology.