CTIntegrations, a software development and system integration company, has adopted innovative CPaaS from Avaya, a global leader in solutions to enhance and simplify communications and collaboration, into its flagship product, CT Suite. CTIntegrations extended its user-friendly agent desktop using Avaya OneCloud CPaaS to help deliver proactive messaging for mobile callers.
Many of CTIntegrations customers had to quickly pivot to support an entirely remote workforce at the start of the COVID-19 pandemic. With many service reps working remote for the first time with little to no preparation for the transition, and operating at peak capacity, customers were experiencing dropped calls, having to call back multiple times per day. Avaya OneCloud CPaaS enabled CTIntegrations to embed rich and collaborative capabilities into their CT Suite communications platform to improve responsiveness and help customers enjoy better engagements and outcomes.
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SMS messaging has the potential to transform the value that CT Suite provides and the experiences that its clients deliver–not just during times of crisis but as part of a long-term customer engagement strategy. For CTIntegrations, many of the APIs available in the Avaya OneCloud CPaaS portfolio are not services that they would want to develop in-house. Having them available from Avaya as easily consumable services accelerates their innovation and ability to enhance customer experiences.
“The ability to use text messaging is like opening up a whole new set of lanes on the highway, unclogging the way forward for mobile callers and easing the burden on voice callers,” said Paula Morton, Managing Director at CTIntegrations, LLC. “Many end users are already using their mobile devices for all their calls, making this a convenient option for them. Many age demographics also prefer to communicate over SMS compared to other means such as voice or email. Avaya OneCloud CPaaS is a natural fit for CT Suite enablement because of our close alliance with Avaya and tight integration to the Avaya Contact Center platform allowing our customer to communicate with us in the way that is most preferred for them.”
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The solution developed with Avaya OneCloud CPaaS works by detecting whether a caller is using a phone capable of SMS text or a voice-only device. If capable, the solution offers SMS as an alternative way for mobile callers to communicate versus waiting in the queue. The solution also can engage with customers in seamless two-way communication, providing important information and options to callers. Interactions can be easily be transitioned to voice or video, along with contextual information for agents to streamline conversations to quickly solve each customers problem in a way they prefer to communicate.
“As a leader in contact center innovation, we know that 70 percent of customers call into the contact center using a mobile device, and nearly one-third have sent a text message to a company requesting assistance1,” said Frank Ciccone, Senior Vice President, North America Sales, Avaya. “Avaya OneCloud CPaaS enabled CTIntegrations to embed rich and collaborative capabilities in an agile way to help its customers manage change and continue creating experiences that matter. By using Avaya OneCloud CPaaS integrated into its communications suite, organizations alike are able to deliver a seamless experience for their customers to build long-term brand value in a direct and meaningful way without limits.”
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