Avaya platforms are used across the UK in education, public sector, healthcare, and enterprise environments. A major reason Avaya remains widely deployed is its ability to integrate with existing business systems rather than forcing organisations to change how they work.
Avaya integrations typically focus on CRM systems, Microsoft tools, helpdesk platforms, contact centre analytics, and custom business applications.
This article outlines the most common and well-established Avaya integrations.
CRM integrations
Avaya integrates with leading CRM platforms to give users and contact centre agents access to customer data during calls.
Salesforce
Avaya integrates with Salesforce to support:
- Automatic screen pops on inbound calls
- Click to call from CRM records
- Call logging, notes, and outcomes stored against contacts, leads, and cases
This is commonly used in customer service, sales, and contact centre environments.
Microsoft Dynamics 365
Avaya integrations with Dynamics 365 allow:
- Caller context to be displayed during calls
- Call activity to be associated with CRM records
- Improved reporting on customer interactions
This is often used in organisations standardised on Microsoft business applications.
Microsoft and productivity integrations
Avaya is frequently deployed alongside Microsoft tools, particularly in hybrid working environments.
Microsoft Teams
Avaya supports integration and coexistence with Microsoft Teams, allowing organisations to:
- Use Teams for collaboration
- Retain Avaya for enterprise voice
- Align presence and calling workflows
This is common where Teams is used as a front-end collaboration tool but Avaya remains the core telephony platform.
Microsoft Outlook
Outlook integrations allow users to:
- Click to call from emails and contacts
- Access voicemail and call history
- Improve productivity without switching applications
Helpdesk and service desk integrations
Avaya is widely used in support and IT service environments where voice needs to connect to ticketing systems.
ServiceNow
Avaya integrates with ServiceNow to:
- Link calls to incidents and requests
- Display caller information automatically
- Maintain a full interaction history within ITSM workflows
Zendesk
Zendesk integrations allow:
- Ticket screen pops on inbound calls
- Call recordings and outcomes to be linked to tickets
- Better visibility for support teams
Contact centre and analytics integrations
Avaya contact centre platforms support a wide range of operational integrations, including:
- CRM screen pops based on caller ID
- Call recording and playback systems
- Speech analytics and quality monitoring tools
- Workforce management and performance reporting platforms
These integrations are commonly tailored to operational and regulatory requirements.
Custom integrations and APIs
Avaya provides APIs and developer frameworks through its Experience Platform, allowing organisations to build bespoke integrations where standard connectors are not suitable.
Custom integrations are often used to:
- Embed calling into internal applications
- Trigger workflows based on call events
- Connect Avaya to ERP, booking, or case management systems
- Integrate with bespoke line-of-business platforms
This approach is common in larger or more complex environments. West Pier Technologies can help set up, deploy and manage Avaya API Integrations.
Common Avaya integration questions
Q: What does Avaya integrate with?
A: Avaya integrates with CRM platforms, Microsoft tools, helpdesk systems, contact centre analytics tools, and custom business applications.
Q: Does Avaya integrate with Salesforce?
A: Yes. Avaya supports Salesforce integration for screen pops, call logging, and customer context.
Q: Can Avaya integrate with Microsoft Teams?
A: Yes. Avaya can integrate or coexist with Microsoft Teams for collaboration while retaining Avaya telephony.
Q: Does Avaya support custom integrations?
A: Yes. Avaya provides APIs to support bespoke integrations.
Help with Avaya integrations
Integration availability can depend on the Avaya platform, version, and licensing in use. Proper design and configuration are essential to ensure integrations work as intended and support business processes. West Pier Technologies can help identify these problems.
If you’d like to discuss Avaya Integrations, please call us on 0344 264 5522 or please email us.
