Case Study: Valrhona achieves optimized customer service and Salesforce integration with Avaya Contact Center Select

Valrhona chose Avaya to Optimize Customer Service

Valrhona, a 800‑employee French gourmet chocolate maker with a 30‑agent global customer service team, needed to modernize an obsolete telephony system and tightly integrate Salesforce and SAP to meet growing customer expectations. The challenge was to deliver a customized interaction between CRM and telephony that would boost service quality, multilingual support and agent productivity.

Working with Tims Systèmes, Valrhona implemented Avaya IP Office (hosted) and Avaya Contact Center Select plus a bespoke CTI connector to link telephony with Salesforce and SAP. The solution enabled call logging, advanced routing, queue management, call‑back, multilingual prompts and real‑time agent metrics, producing better service quality, improved workflow and ergonomics, increased productivity and measurable cost savings.

Valrhona

Perrine Guironnet

Customer Service Manager