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.

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 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 SocialConnector Snap-in acts as acts as a connector, interacting with Social Media gateways to send and receive data to and from Social Media platforms.

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.