Avaya Engagement Designer enables Business Analysts and other non-developers to construct end-to-end business processes using a graphical, drag and drop user interface. Users select tasks from a pallet, configure the tasks’ attributes, and draw links between them to define a workflow.

The Avaya Context Store Snap-in enables context-sensitive, real-time customer contact information to be updated from multiple sources and shared between the various components and touch points in the enterprise through which the customer passes.

The Avaya Co-Browsing Snap-in enables an organization's contact center agents and its customers to browse pages on its Web site simultaneously. Agents can thereby help customers navigate the site, complete on-line forms, understand content, etc.

The BotConnector Snap-in enables developers to include automated chat capabilities in their solutions.

The Avaya CRMGateway Snap-in enables the Avaya Oceana Solution to access and retrieve customer records from CRM systems such as SAP, OpenCRX, and Siebel.

The Avaya Work Assignment Snap-in is an extensible, highly scalable, highly available, and resilient next generation work distribution system that manages the assignment of work items to resources across the enterprise.

The Avaya SocialConnector Snap-in acts as a connector to social media platforms, such as Facebook, Twitter, and Kik, interacting with the social media gateways to send and receive data from the Avaya Oceana Solution.