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CT Suite Delivers Faster Service To Mobile Customers During Peak-Capacity With Avaya OneCloud™ CPaaS Solutions

07-30-2020

Avaya-powered app gives mobile callers quick and easy SMS option for a better experience

SANTA CLARA, Calif.--(BUSINESS WIRE)-- 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

1 https://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.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

Alex Alias
alalias@avaya.com

Source: Avaya Holdings Corp.

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