CT Suite Delivers Faster Service To Mobile Customers During Peak-Capacity With Avaya OneCloud™ CPaaS Solutions
July 30 2020 - 8:00AM
Business Wire
Avaya-powered app gives mobile callers quick
and easy SMS option for a better experience
CTIntegrations, a software development and system integration
company, has adopted innovative CPaaS from Avaya (NYSE: AVYA), a
global leader in solutions to enhance and simplify communications
and collaboration, into its flagship product, CT Suite.
CTIntegrations extended its user-friendly agent desktop using Avaya
OneCloud CPaaS to help deliver proactive messaging for mobile
callers.
Many of CTIntegrations customers had to quickly pivot to support
an entirely remote workforce at the start of the COVID-19 pandemic.
With many service reps working remote for the first time with
little to no preparation for the transition, and operating at peak
capacity, customers were experiencing dropped calls, having to call
back multiple times per day. Avaya OneCloud CPaaS enabled
CTIntegrations to embed rich and collaborative capabilities into
their CT Suite communications platform to improve responsiveness
and help customers enjoy better engagements and outcomes.
SMS messaging has the potential to transform the value that CT
Suite provides and the experiences that its clients deliver--not
just during times of crisis but as part of a long-term customer
engagement strategy. For CTIntegrations, many of the APIs available
in the Avaya OneCloud CPaaS portfolio are not services that they
would want to develop in-house. Having them available from Avaya as
easily consumable services accelerates their innovation and ability
to enhance customer experiences.
“The ability to use text messaging is like opening up a whole
new set of lanes on the highway, unclogging the way forward for
mobile callers and easing the burden on voice callers,” said Paula
Morton, Managing Director at CTIntegrations, LLC. “Many end users
are already using their mobile devices for all their calls, making
this a convenient option for them. Many age demographics also
prefer to communicate over SMS compared to other means such as
voice or email. Avaya OneCloud CPaaS is a natural fit for CT Suite
enablement because of our close alliance with Avaya and tight
integration to the Avaya Contact Center platform allowing our
customer to communicate with us in the way that is most preferred
for them.”
The solution developed with Avaya OneCloud CPaaS works by
detecting whether a caller is using a phone capable of SMS text or
a voice-only device. If capable, the solution offers SMS as an
alternative way for mobile callers to communicate versus waiting in
the queue. The solution also can engage with customers in seamless
two-way communication, providing important information and options
to callers. Interactions can be easily be transitioned to voice or
video, along with contextual information for agents to streamline
conversations to quickly solve each customers problem in a way they
prefer to communicate.
“As a leader in contact center innovation, we know that 70
percent of customers call into the contact center using a mobile
device, and nearly one-third have sent a text message to a company
requesting assistance1,” said Frank Ciccone, Senior Vice President,
North America Sales, Avaya. “Avaya OneCloud CPaaS enabled
CTIntegrations to embed rich and collaborative capabilities in an
agile way to help its customers manage change and continue creating
experiences that matter. By using Avaya OneCloud CPaaS integrated
into its communications suite, organizations alike are able to
deliver a seamless experience for their customers to build
long-term brand value in a direct and meaningful way without
limits.”
Additional Resources
- Read the full CT Integrations customer case study
- Learn more on how Avaya OneCloud CPaaS can help build
communications-enabled apps with the workflow integrations you
need
- Watch how digital transformation is easy with Avaya OneCloud
CPaaS
1https://www.avaya.com/en/products/contact-center/mobile-experience/
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya Holdings Corp.
(NYSE: AVYA). For over one hundred years, we’ve enabled
organizations around the globe to win – by creating intelligent
communications experiences for customers and employees. Avaya
builds open, converged and innovative solutions to enhance and
simplify communications and collaboration – in the cloud,
on-premise or a hybrid of both. To grow your business, we’re
committed to innovation, partnership, and a relentless focus on
what’s next. We’re the technology company you trust to help you
deliver Experiences that Matter. Visit us at www.avaya.com.
About CTIntegrations
Headquartered in the technology hub of Austin, TX, we are a
contact center product development and system integrations company
which has been providing innovative contact technology solutions
since 2007. Our flagship product, CT Suite, is a highly scalable
multimodal contact center communication framework enabling digital
channels, integration to ACD and CPaaS API with a modern agent
experience. Our passion is partnering with our customers to deliver
customer and agent experiences which reduce effort and create value
for their business in a functional and cost-effective way. Get in
touch and see how we can help you today.
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Alex Alias alalias@avaya.com
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