Avaya and Tenfold Partner to Integrate AI into Leading CRMs

Avaya Holdings Corp. and Tenfold have announced a strategic partnership to enable joint clients to improve customer experience and increase productivity of the sales and service teams. The partnership will allow customers to operationalize AI with richer contextual customer data to drive predictive engagement, integrating into popular CRM solutions.

The partnership will natively connect Tenfold’s real-time cloud integration layer and intelligent integrated desktop agent with the Avaya IX Contact Center and Avaya IX Workplace unified communications platforms.

“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,” says Frank Ciccone, senior vice president of sales, 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.”

Integrating the Tenfold integrated desktop agent into Avaya’s outboung and inbound voice solutions extends the value of clients’ existing Avaya and CRM investments, while enabling AI-driven outcomes. As part of the partnership Tenfold will join A.I.Connect, Avaya’s initiative that brings together vendors and developers taking an active part in building AI-driven solutions. This program hopes to accelerate the adoption of AI solutions in contact center and unified communications technology solutions.

“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,” says Jeff Cotten, CEO, 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 empowering joint customers to drive predictive customer engagement.”