AIntegration · Customer Service

Connect the Avaya contact centre to Salesforce Agentforce

Avaya has one of the largest installed bases in Gulf enterprise contact centres — in banking, telecoms, and government agencies that have run Avaya telephony and ACD for years. Those contact centres run on Avaya's reliability, but the agents working them still look up customer records manually, still write their own after-call notes, and still search for the right knowledge article under queue pressure. When Emerge Digital connects Avaya to Salesforce Agentforce, an AI agent reads the customer's Salesforce record when a call lands, matches the contact reason to knowledge, and prepares a draft response or a structured note for the Avaya agent to confirm and use. The Avaya infrastructure stays in place; what changes is what the agent has in front of them when the call connects.

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What this unlocks

Customer name, Salesforce case history, and prior interaction notes appear at the moment a call connects to the Avaya ACD, so agents do not start blind on a customer they have served before.
An AI agent reads the contact reason from the call or IVR path and pulls the knowledge article or response template most relevant to that reason type.
After-call notes drafted by the AI from structured call metadata, so agents spend less time on wrap-up — a consistent pain point in large Avaya contact centres with tight service level targets.
Call disposition suggested based on IVR input and interaction record, reducing miscoded calls in environments where disposition data feeds reporting and workforce management.

In the customer journey

Screen pop with Salesforce context

When a customer call connects through the Avaya ACD, the AI agent reads the caller's Salesforce record — contact details, open cases, recent interactions — and surfaces a summary for the Avaya agent. The agent knows the customer before the first exchange, without manually searching Salesforce while managing the call.

Knowledge-assisted first response

For common contact reasons — a recurring query type that accounts for a significant share of daily volume — the AI agent matches the IVR input or initial contact type to the right knowledge article and presents the answer to the agent. The agent reviews and confirms before giving the response, rather than searching while the customer waits.

Wrap-up under pressure

In a high-volume Avaya contact centre with aggressive AHT targets, after-call work is where time is most often lost. The AI agent drafts structured wrap notes from call metadata and the customer's Salesforce record, so the agent confirms and closes rather than writing from scratch between contacts.

Avaya sits in the Engage and Resolve stages — the live call is the contact moment, and resolution is what the agent achieves before the call ends. For Gulf enterprise organisations, the integration's value is front-of-queue: equipping agents with the right context and a drafted first response at the moment the call lands, rather than after a manual lookup that costs handle-time.

How Emerge integrates Avaya

Emerge Digital connects Avaya to Salesforce Agentforce as a services engagement. We review your Avaya configuration — ACD, IVR inputs, call recording access, and API connectivity — in the Discovery phase and confirm what is reachable. We map the Salesforce objects the AI agent should read per contact type, configure the access rules, and design the workflow so the agent confirms every AI-prepared output before it reaches the customer. The engagement does not require replacing or reconfiguring your Avaya telephony infrastructure.

How we structure an engagement

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FAQ

We are still on Avaya on-premises, not Avaya Experience Platform. Does this work?

It depends on which Avaya APIs your version exposes. On-premises AXP and legacy AACC environments have different API coverage than Avaya Experience Platform. Emerge reviews your specific Avaya version and licence in Discovery and confirms what is reachable before scoping the integration.

We have a Salesforce CTI adapter for Avaya already. What does Agentforce add?

A CTI adapter provides screen-pop and call controls. Agentforce adds the AI agent layer — reading the Salesforce data, matching it to knowledge, and drafting a response or wrap note for the agent to confirm. These two capabilities sit at different layers and complement each other.

How do we handle Avaya call recordings and data under PDPL or sector compliance rules?

Emerge designs the integration with your compliance requirements in scope. In the Discovery phase we document which data is readable by the AI agent, where it is stored, and how long it is retained — and we design access rules that reflect your PDPL or sector-specific obligations.

Ground your agents in Avaya.

Tell us what your agents need to read and write in Avaya, and we'll design the integration and the governance around it.

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