Avaya CPaaS has useful functions that drive value for clients and end users

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.