Intelligent Customer Routing (ICR) builds on the Avaya Aura Platform and Avaya Experience Portal to provide dynamic, personalized self-service based on real-time information about customers and the purpose of their calls. If a customer subsquently opts for assisted-service, their profile and interaction information is used to identify, and is passed to, the most appropriate agent. In addition, ICR enables callers in queue for assisted-service to be given dynamically enhanced wait treatments based on context, customer profile, business rules, existing marketing or sales campaigns, etc.

• The ICR Core SDK provides a set of Java APIs that can be used to develop a custom routing module that meets specific business requirements.
• The ICR Configuration Web services enable third-party applications to administer ICR configuration entities such as Business Hours, Holidays, Call Center, Skill and Destination.
• The ICR Connector provides REST Web services that enable third-party applications to get routing information from ICR Core and set the best routing destination.
• The ICR Pluggable Data Connector (ICR PDC) enables the same capabilities as are supported by the ICR Connecor to be used in flows built using Avaya Orchestration Designer.

Related Products on DevConnect

• Avaya Experience Portal
• Avaya Orchestration Designer

Other Resources from Avaya

• Intelligent Customer Routing on Avaya Support site
• Avaya Experience Portal on Avaya Support site