Change the Way You Develop Applications
The on ramp for customer engagement, use this Snap-in to give any user on any device click-to-call capabilities from within their browsers. Combine with other Snap-ins to capture customer behaviors, preferences, and browser history—present that information to agents so they can steer conversations with customers, answering questions and resolving issues efficiently and positively.Learn More >
Use this Snap-in to simplify user access to voice and video conference calls. Engagement Assistant is a complete Snap-in application that eliminates the hassle of users manually entering long bridge numbers and passcodes. Users call a single phone number and use speech-driven access to join any voice or video conference on their Microsoft Outlook calendars. Also, Scopia Desktop Mobile users can seamlessly transition live conferences between desktop and mobile using a Plantronics Voyager Legend UC Headset.
Context Store Snap-in
Create an in-memory universal data bus that improves application performance and shortens response times. By holding frequently requested data in memory, this Snap-in reduces the need for repeat queries to disparate systems to retrieve or validate data. This approach simplifies aggregating information across various enterprise and public sources to help ensure your applications, services, and people can make better real-time decisions.Learn More >
Work Assignment Snap-in
Optimize assigning the right resource to the customer you’re serving. With the Work Assignment Snap-in, your application can tap cross-company data, making on-the-fly adjustments, to match a customer to the best available person. This extensible, highly scalable work distribution system uses data-analytics-driven routing to assign work items. Your application can respond in real time based on your target goals and desired outcomes, such as assigning callers to internal agents instead of to outsourced resources. Or, by tapping matching rules to route your highest value customers to your best sales agents.Learn More >
Real-Time Speech Snap-in
Use this Snap-in to integrate real-time speech search into your enterprise and contact center applications and workflows so you can quickly develop and deploy speech services throughout your environment. This consolidated set of services provides application developers the management and use of speech technologies, focusing on real-time and interactive speech search applications.Learn More >
Call Park and Page Snap-in
Quickly connect incoming callers to experts in your organization—no matter where they are. Ideal for reaching on-the-go people, this out-of-the-box application for Avaya Breeze™ enables operators to park callers on designated extensions while they page or text users to retrieve the call from any phone.
Mobile Video Snap-in
Integrate click to call or video chat directly within your web pages or mobile apps. Use this developer Snap-in to quickly create rich, contextually aware voice and video services that seamlessly connect users to your video-enabled agents and employees.
Enable rich online collaboration directly within your website. Use this developer Snap-in to make your web pages more personal with guided web browsing, shared control, and secure form filling that helps you close online transactions, improve first contact resolution, and differentiate your online experience.
Call Redirection Manager Snap-in
Better connect callers with the best resources. Give your team the ability to manage and prioritize their inbound calls. Users can redirect and screen calls based on specific criteria. For example, caller lists can define rules, on a user or group level, for which calls a user will answer and which ones should be redirected to someone with appropriate knowledge and authority.
Smart Caller ID Snap-in
Enhance inbound and outbound caller ID information to improve call context information and personalization. For inbound calls display the name of the calling party, throughout the call duration, even when transferred. For customers receiving outbound calls, display your unique calling information and a call back number. Business rules that you define determine specific caller ID information to show on outbound calls—adjust caller ID displays based on geography, line of business, title, expertise group, and more.