CTIntegrations, a software development and system integration company, has adopted innovative CPaaS from Avaya (NYSE: AVYA), 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.
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. […]