[Avaya OneCloud] CPaaS as a good use case for building an IVR from scratch
Implementing CPaaS into our Business and IVR was a necessity and helped improve our scope in what we could offer from an IVR and customer …
Avaya Communications APIFormerly Avaya CPaaS
Overview
What is Avaya Communications API?
Avaya Communications API (formerly Avaya CPaaS) supports the creation of communication apps providing IVR and automatic speech recognition, text-to-speech, SMS, or phone calls, or apply effects to communications (e.g. voice changer) as desired.
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What is Avaya Communications API?
Avaya Communications API (formerly Avaya CPaaS) supports the creation of communication apps providing IVR and automatic speech recognition, text-to-speech, SMS, or phone calls, or apply effects to communications (e.g. voice changer) as desired.
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What is Avaya Communications API?
Avaya Communications API (formerly Avaya CPaaS) enables businesses to create and deliver experiences that are composed in the moment around each customer. The solution aims to help businesses to simplify and speed up business processes by integrating AI capabilities and data-driven automation into their unique workflows without having to rip out their existing infrastructure.
Avaya Communications API acts as a ‘force multiplier’ to extend existing solutions like UCaaS and CCaaS, integrating customers fully into their business processes so that they can self-segment, self-serve, and co-create their own experiences.
Avaya Communications API Competitors
Avaya Communications API Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Avaya Communications API (formerly Avaya CPaaS) supports the creation of communication apps providing IVR and automatic speech recognition, text-to-speech, SMS, or phone calls, or apply effects to communications (e.g. voice changer) as desired.
Reviewers rate Usability and Support Rating highest, with a score of 8.1.
The most common users of Avaya Communications API are from Mid-sized Companies (51-1,000 employees).
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(21)Attribute Ratings
Reviews
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Score 9 out of 10
Vetted Review
Verified User
Implementing CPaaS into our Business and IVR was a necessity and helped improve our scope in what we could offer from an IVR and customer service experience standpoint. The documentation was fantastic and the implementation was easy. The dashboard from the product Zang is extremely useful and the fact that other applications can be embedded in to CPaaS opens up plenty more automation opportunities. Had the pleasure of working with Anton from the Avaya team and he is super helpful, professional and made our journey to CPaaS extremely easy.
- IVR
- Text to speech
- API Support
- Default sound to play when waiting on the gather element, built into the XML.
- Php SDK needs some bug fixes, specially on the XSD reliance, as the XSD is evolving and should be referenced on the cloud.
- Text to speech
- Documentation on API
- Other app support
- Automating the IVR creation gives our business a new dimension.
CPaaS is tailor made for the IVR, the other Avaya products would not be as robust or scalable, with custom company/ERP logic.
June 23, 2021
All the bang, for the best buck!
We use the Avaya [OneCloud] CPaaS [(formerly Zang Cloud)] for a multitude of applications, primarily sending notifications to our customers using Voice and SMS for emergency and non-emergency purposes, along with front ending IVR in the cloud to help with self-serving customers before any calls make it to our staff. Having the scaling cloud infrastructure allows for these use cases in parallel even during higher load times.
- Allows enabling multi-channel experiences in a single app.
- Has the best collection of advanced features (i.e. Voice Input) for the best price.
- Can quickly and easily prototype new use cases.
- By adding the ability to add sub-users to an account.
- By adding the ability to redact certain aspects of the logs.
- Sending SMS
- Receiving Voice calls.
- Accepting Voice Input / Transcriptions
- The ROI was very positive from a development standpoint, where consuming the existing REST API's on Avaya CPaaS was very quick and easy!
- The ROI with ongoing expenses is positive as well because no premise telecom infrastructure is necessary, you literally just buy what you use.
We have tried many other CPaaS platforms including Twilio, Telnyx, Nexmo, SignalWire and Bandwidth. The Avaya CPaaS has the richest set of available features combined with the most competitive pricing model!
Score 9 out of 10
Vetted Review
Verified User
CTIntegrations used the Avaya CPaaS capabilities to create an SMS connector for our software, CT Suite. We also created a caller application that allows an inbound call to retrieve information from a database and provides real-time queue information from the company's Avaya Elite call center. This application allows the caller to hear information about their account, the number of calls pending ahead of them in the Elite skills-based routing and then provides an option to convert the voice telephone call into an agent-assisted SMS interaction, if the call originated from a mobile device. The capabilities of Avaya CPaaS in conjunction with our application CT Suite and Avaya Elite, solve a number of key business issues for our clients. First, providing an easy way to deliver a simple self-service application retrieving account data is provided. Then providing real-time queue information to the caller and allowing them to convert to a digital interaction for faster service unclogs voice queues and makes for happier customers.
- SMS Connector
- Time to market
- Improve customer service
We use Avaya OneCloud CPaaS as a preferred provider of SMS services for our clients. Our clients have a need for actionable SMS messages and 2-way SMS chat services. This enables our clients to notify their customers and provide a way for these customers to respond to or click through other actions as indicated in the notification. Our clients run the gamut from mid-market businesses to large enterprises and use cases to address a broad range of needs across their organizations.
- Provides a simple well-designed API for 2-way texting.
- Enables us to manage multiple clients using a single account.
- Enables us to bill our clients and monitor their usage easily.
- Provides rapid setup of numbers and easy scripting of programmatic responses.
- Native high quality speech-to-text and text-to-speech capabilities.
- WebRTC voice, video.
- WhatsApp connectivity.
- Easy to setup for our clients.
May 21, 2021
The Future of Learning Has Arrived!
<p>Toolwire uses Avaya OneCloud CPaaS both internally and as a key ingredient in our world-class, SaaS learning experience platform (“Spaces Learning”). Internally, we use OneCloud for video conferencing, departmental collaboration, and remote engineering.</p>From a product perspective, our <b>Spaces Learning </b>platform combines asynchronous digital learning (Toolwire) with synchronous video conferencing and collaboration tools (Avaya OneCloud) to create a fully integrated, engaging virtual classroom. The cloud-based platform has been specifically built for upskilling and reskilling in SMB and Fortune 500 enterprises as well as virtual class delivery for middle schools, high schools, and higher education institutions.<br><ul><li><b>My Courses –</b> learners access all their courses in one central hub and view a list of upcoming events.</li><li><span style="font-size: 15px;"><b>Course Stream –</b> each course card provides a live feed of announcements, files, learning posts, Q&A, and activity.</span></li><li><span style="font-size: 15px;"><b>My Learning –</b> learners track their progress in each course and navigate videos, AI-curated articles, quizzes, virtual labs, and group activities.</span></li><li><span style="font-size: 15px;"><b>Virtual Conferencing –</b> everyone collaborates via webcam, audio, screen sharing, and chat.</span></li></ul><p>Here is a link to a video demo of Spaces Learning: <a href="https://vimeo.com/531015905/f37c584bf0" rel="">https://vimeo.com/531015905/f37c584bf0</a>.</p>
- Strong Security: Avaya builds some of the most secure platforms in the world. CPaaS is no exception.
- High Audio/Video Quality: CPaaS provide high quality audio and video across multiple form factors (i.e., browser, mobile, PSTN, etc).
- Natural Collaboration: the People panel, Chat, and slack-like Streams enable natural collaboration among remote workers and students.
- Intuitive User Experience: navigation and UX/UI features are easy to use.
- Powerful APIs: CPaaS supports third-party application integration via a suite of powerful APIs. Toolwire has pushed the envelope on seamless API integration.
- Virtual Backgrounds: in the learning use case, virtual backgrounds are needed to keep students engaged in the virtual classroom.
- Breakout Rooms: Toolwire built a featured called “Group Spaces” to support small groups in breakout rooms from the virtual classroom.
- Whiteboarding: in the learning use case, integrated whiteboarding would be helpful for instructors.
- [Positive] Product Extension & Market Access: through the integration of CPaaS functionality into Spaces Learning, Toolwire has extended its learning platform and gained access to a much larger market (i.e., TAM).
- [Positive] Time to Market: by integrating established CPaaS APIs, Toolwire was able to release the enhanced product in one-fifth of the time it would take to develop the capabilities natively.
- [Positive] Development Agility: the remote Toolwire engineering and QA teams are more effective, agile, and productive using the integrated CPaaS collaboration tools.
- [Positive] Reduced Costs: CPaaS has allowed Toolwire to downsize physical office space in favor of virtual teams. Also, CPaaS has a lower TCO than our previous OneCloud platform.