The following features represent the standard functional capabilities of the Tenfold integration for Avaya Aura Contact Center (AACC) and Avaya CM.
1. Core Call Handling & Identification
- Inbound Screen Pop: Automatically identifies the caller via ANI (Caller ID) and displays a "pop-up" with the matching CRM record (Contact, Lead, or Account) before the agent even answers.
- Multi-Match Resolution: If a phone number is associated with multiple CRM records (e.g., a shared office number), Tenfold presents a list for the agent to select the correct person.
- No-Match Record Creation: If no record exists, agents can create a new Lead or Contact directly from the Tenfold interface with one click.
- Click-to-Dial: Turns every phone number within the CRM (and across the Chrome browser) into a clickable link to initiate outbound calls via the Avaya system.
2. Workflow & Productivity
- Automated Call Logging: Automatically creates a Task or Activity in the CRM for every call (inbound and outbound) with metadata like start time, duration, and direction.
- In-Call Note Taking: Allows agents to type notes directly into the Tenfold UI during the live call. These notes are instantly synced and saved to the CRM activity record.
- Dispositions & Call Outcomes: Provides customizable drop-down menus (e.g., "Left Voicemail," "Interested," "Follow-up Required") that update the CRM record status automatically.
- Follow-up Tasks: Agents can schedule "Next Step" tasks or calendar reminders directly from the Tenfold window without leaving their current screen.
3. Advanced Data & UI Features
- Relationship Mapping: Automatically relates calls to specific CRM objects, such as Cases, Opportunities, or custom objects (e.g., "Work Orders").
- Call History View: Agents can see the last 20 interactions with a specific contact directly in the Tenfold UI for immediate context.
- CRM Record Deep-Linking: A single button in the Tenfold UI opens the full CRM record in a new tab for deep-dive research.
- Analytics Dashboard: Provides supervisors with real-time and historical data on call volume, talk time, and agent activity (notes taken, connect rates, etc.).
Technical Note for Avaya Setup
To support these features, the following infrastructure is typically utilized:
- Tenfold Cloud Connect (TCC): The bridge server that handles CTI events.
- Avaya AES (Application Enablement Services): Required for TSAPI (call control) and DMCC (agent state) monitoring.
- Supported CRMs: Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, SugarCRM, and Bullhorn.