Interactcrm

Integrate Your Avaya System with the Power of iCX Omnichannel Contact Center

iCX transforms your Avaya Aura® Communication Manager into a complete omnichannel communication management solution without compromising or replacing your existing voice infrastructure. Available as either a cloud or on-premises deployment, iCX is the only omnichannel contact center platform that leaves your Avaya system to do what it does best.

Add Channels While Enhancing Your Avaya Voice

Advanced Routing

In addition to Avaya’s skill-based call routing, iCX enables advanced call work flows using CRM data and client history to determine the call treatment and priority level of each unique customer.

Multichannel Callback

iCX gives clients the ability to request a callback from any of the multiple channels available when wait times are too high. Whether they’d like a callback based on their position in the queue or at a scheduled time, iCX frees your customers and agents from wait time frustrations.

Avaya Softphone

iCX gives your supervisors and agents a softphone for their Avaya system, enabling call control all within the iCX desktop client.

Outbound Dialer

iCX Dialer adds an automatic outbound dialer and voice campaign management system to your existing Avaya system. By providing both preview and progressive dialing campaigns, iCX dialer is built to fit your business needs.

See iCX in Action

Request a free demo to see how iCX can deliver a seamless customer experience across a multitude of digital channels.