Avaya Interaction Center Client Software Development Kit (Client SDK) is a client-side toolkit that enables the development of agent desktop applications that can access core Avaya Interaction Center functionality, and the integration of custom applications or custom code on clients or servers. The Client SDK includes the Client API used to develop custom agent desktop applications, and the Hierarchical Data Store (HDS) API used as a client-side data repository or cache for event data received from the Client SDK Server.

Workflow Designer is an integrated development environment (IDE) that enables designers to assemble and customize workflows for Avaya Interaction Center. A workflow is a series of connected blocks that performs various tasks for decision making and routing. Workflow Designer includes a set of Web services that enable client applications to manage agents, initiate workflows and retrieve data from workflows.

Operational Analyst serves as a consolidated data store of real-time and historical communications and contact center performance data. A real-time event processing engine collects and processes customer interaction data from Avaya Interaction Center as well as historical Call Management System external call history data.