ENP Newswire - 27 January 2014
Release date- 23012014 - InGenius Software, a leading provider of CTI integration solutions for major CRM platforms, today announced that its CTI application, InGenius Connector Enterprise is compliant with key contact center solutions from Avaya, a global provider of business collaboration and communication software and services.
InGenius has been helping current Avaya Customers accelerate growth strategies, improve customer service, and drive call center costs down by rapidly and reliably integrating their existing Avaya call center solutions with the major CRM platforms from Salesforce and Microsoft. InGenius Connector Enterprise provides Avaya Customers with a rapid, reliable path to CRM telephony integration that can quickly increase operational efficiency and improve customer service at the same time.
The application is now compliance-tested by Avaya for compatibility with Avaya Aura Communication Manager 6.3 and Avaya Aura Application Enablement Services 6.3.
One of the companies benefiting from the interoperability of InGenius and Avaya solutions is Citrix, a cloud company business that specializes in enabling mobile workstyles - empowering people to work and collaborate from anywhere, securely accessing apps and data on any of the latest devices, as easily as they would in their own office. InGenius Connector Enterprise enabled Citrix to integrate its worldwide contact center operations directly into Salesforce without compromising the highly varied work environments in which each of the 800+ call center agents operate. InGenius was able to provide Citrix with a solution that would not only enable call center agents to work entirely inside the Salesforce user interface, but would leverage their existing Avaya phone system, call queues, and custom integrations - all with no desktop install.
InGenius is a Technology Partner in the Avaya DevConnect program-an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.
As a Technology Partner, InGenius is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure-speeding deployment of new applications and reducing both network complexity and implementation costs.
'InGenius Connector Enterprise allowed us to integrate our diverse global call center operations directly into Salesforce without a desktop installation. The quick installation time, tight integration with our Avaya phone system, and flexibility of the application to integrate agent functionality and custom applications made InGenius Connector Enterprise an easy decision when vetting and selecting an enterprise level CTI call center solution.'
Erik Coll, Manager, Network & Telecom Architecture, Citrix
'Even in our increasingly social world, the telephone is still the largest channel for customer service. As a result, businesses seek reliable ways to capture, display and report on call data as it relates to CRM data such as cases, accounts, opportunities etc Completion of DevConnect compliance-testing is another proof point for the reliability of InGenius Connector Enterprise and our capability to delivery significant business value by rapidly integrating Avaya Call Center systems with the leading CRM platforms from Salesforce and Microsoft.'
Dale Gantous, CEO, InGenius Software Inc.
'Technology partners like InGenius Software Inc. are helping Avaya customers combine and leverage their existing Avaya communication solutions and their CRM applications to improve customer experience, call center performance management, and agent efficiency. Avaya solutions are already a large portion of a company's business, and with partner's like InGenius, we can provide Avaya customers with greater integration between their business processes and their call center operations.'
Eric Rossman, vice president, Developer Relations, Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit http://www.avaya.com.
About InGenius Software Inc.
InGenius Software Inc. is a North-America based software firm with over 20 years' experience in Computer Telephony Integration, and over fifty thousand CTI software licenses in use by its clients worldwide. InGenius has deployed its InGenius Connector Enterprise for Salesforce Open CTI to over 50 enterprise customers globally. http://www.InGenius.com