Aria Solutions introduces Velocity Softphone, an API-based integration between CISCO and Salesforce, to enrich customer experiences
Aria Solutions, Inc., a leading provider of customer engagement offerings for over 20 years, announced today that they are launching an API-based softphone platform for CISCO telephony systems. The simple API allows for easy integration into Salesforce workflows to increase agent efficiency, further enrich agent and customer experience, as well as reinforce corporate branding.
“It is a major philosophical shift in the approach to telephony integration that has been anticipated by many of our customers,” said Ron Owens, Sr. VP of Operations at Aria Solutions. “With Velocity, we can let customers choose the best desktop option for their business needs by making Velocity a fully integrated and transparent application for telephony (CTI) control.”
Velocity Softphone’s platform API construct is designed to increase workflow automation and reduce agent errors via data centralization and integration directly within workflows. Velocity Softphone can control data flow in and out of customer systems, facilitating data centralization so the agent has a singular data source that provides a consistent feel and experience.
“Recent research shows that on average, agents spend 15 percent of their time searching for information on multiple screens,” said Owens. “Velocity solves this problem by displaying all data on a single screen and eliminating any need to leave the console.”
In working with CISCO and Salesforce, Aria Solutions seeks to create a bridge between two powerful systems critical to handling customer interactions. Benefits of the new softphone include its simple deployment, flexibility, scalability, support for small and large enterprises, and ability to train agents faster with a reduced curriculum due to automation.
Velocity Softphone is available on the Salesforce AppExchange. It is designed to fit with the look and feel of the Salesforce environment to reinforce personalization and corporate branding. It is compatible with Salesforce Classic, Console and Lightning platforms.
About Salesforce AppExchange:
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. With more than 4,000 solutions, 5 million customer installs and 70,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses.
Salesforce, AppExchange and others are trademarks of salesforce.com, inc.
About Aria Solutions:
Aria Solutions has been a leading provider of contact center and customer engagement solutions for nearly 20 years. They leverage extensive industry experience, knowledge, proven methodology, tools and templates in building products and delivering innovative, omnichannel, cloud, on-premises and hybrid-based solutions. To learn contact center best practices, visit Aria Solutions’ blog or subscribe to content at www.ariasolutions.com/subscribe/
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