A mechanical engineering company faced the challenge of continuing to use an unsupported CTI tool with its Avaya telephony system. During a strategy workshop, existing business processes were reviewed and opportunities for improvement were identified, leading to the decision to upgrade to Avaya Aura and the Equinox unified communications client. The goal was to make communication more efficient and customer focused by better integrating it with core business workflows. As part of this modernization, a Salesforce snap-in for Avaya Equinox was implemented to closely link telephony functions with CRM processes. This integration improved transparency, streamlined customer interactions, and enabled employees to work more efficiently within a unified communication and business environment.

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