About Avaya Interaction Center (AIC)

Interaction Center is the Avaya Customer Interaction Suite software platform for enterprise class management of multimedia communications: voice, video, email, web chat, and IP telephony.

What’s New With This Release

SIP Services is an optional configuration within Interaction Center 7.1 foundation software. It introduces SIP within the context of a true multi-channel contact center environment. Advanced Interaction Center capabilities for routing, integration, context delivery, and reporting are used within a full end to end SIP solution.

Business Benefits

Optimize customer experiences and agent effectiveness and efficiency

Uniformly support any end customer preferred media – voice, video, email, web, SMS, self service

Utilize enterprise business rules and customer segmentation data to define contact treatment and achieve service level objectives

Centralize management and administration of business rules, workflows, agents work items and task loads

Source: http://support.avaya.com
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