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.
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