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Avaya Interaction Center (IC) is a comprehensive multimedia contact center solution for customer relationship management (CRM). It routes, manages, records, and reports on customer interactions across communication channels including Web, email, and telephony.
Avaya Computer Telephony for IC supports the Avaya IR system, enabling the Avaya IR system to communicate with both the telephone caller and the Avaya IC computer system.
With IC Integration, you can develop IVR Designer applications that perform actions such as:
While the application is running, it has synchronous access to Avaya Computer Telephony for IC services. For example, an application can retrieve information from a database in response to a caller's request, and then read that information aloud to the customer.
An application can also allow callers to hear messages recorded in their native languages. If the customer's language preference is identified in the database, you could issue the Avaya Computer Telephony external function getvox to find out which language the Avaya IR system should speak to the caller. Then, if you have recorded messages in several languages, you could call selected vocabulary items from the appropriate foreign language vocabulary file or play text-to-speech prompts in the appropriate language.
