Avaya Customer Interaction Express (CIE) is a comprehensive multi-channel communications suite designed for midsize businesses. Customer Interaction Express interoperates with Avaya Aura Communication Manager or Avaya IP Office. CIE Release 2.0 and later is available in Germany only. CIE 3.3 was the last version which has supported connection with Avaya Integral Enterprise Edition/Tenovis Integral I55. Customers can start off with basic inbound CTI screen pops and skills-based routing and grow the solution over time to include IVR, outbound, e-mail and other functionality.

• Supports inbound and outbound voice calls, e-mail communications and Web chat sessions in the contact center.
• Provides contact center supervisor capabilities, real-time and historical reporting, CRM connectors and call recording.
• The Web Service Collection (WSC) interface comprises a set of SOAP-based Web services that allow developers to build custom contact center agent, monitoring and supervisor applications.
• The WSC SDK includes programmer and API documentation, WSDL files and a sample Java application.

Other Resources from Avaya

• Avaya’s Customer Interaction Express (CIE) contact center solution Case Study
• Customer Interaction Express on Avaya Support