CT Suite Softphone, ACD Agent and Multimedia Routing is compliance-tested by Avaya for compatibility with Avaya Aura® Application Enablement Services. CT Suite Desktop POM Agent is compliance-tested with Avaya Proactive Outreach Manager.
CT Suite provides complete integration with Avaya Elite. It utilizes the Elite skills-based routing for the routing of non-voice work items such as email, chat, and text messaging. Use your Avaya based reporting platform to measure all customer engagements!
CT Suite initiates what's called a "phantom call" on behalf of the work item. The phantom call routes to the configured skill and delivers the work item to the skilled agent.
Because CT Suite routes all work items by way of Avaya Elite skills, the voice reporting platform will capture all statistics.
Know that your CT Suite system is fully tested and certified against the Avaya platform. We spend considerable time ensuring that we have a solid integration!
CTIntegrations, LLC is the company behind CT Suite. CTIntegrations is made up of expert developers and integrators on the Avaya platform. CTIntegrations is also an Avaya DevConnect Technology Partner and works closely with Avaya on testing and certifications to ensure supported compatibility.
www.ctintegrations.com
CT Suite utilizes the Avaya Queues to route non-voice work items to the skilled contact center agents. This could be Email, Web Chat, SMS or anything you want to route using skills based routing. The CT Suite Open Queue server launch a "phantom" call to the configured VDN and queues to an agent. When answered the work item is deliverd to the answering agent.
This method of routing ensures true blended routing accross all channels!
