Every channel. One workspace.
Contact Integrator is an omnichannel solution that is infinitely customizable and designed to empower agents. It unifies digital channels, gives agents intelligent tools and delivers seamless customer experiences through automation and real-time insights.
What is your contact center missing?
Modern consumers move between chat, email, social media, SMS and voice. Managing those interactions in silos leads to fragmented service, inefficiencies and missed opportunities.
Our info security team is pushing Telecom to update or decommission some servers, but the product is no longer supported.
We have a massive investment in infrastructure. How can we leverage that with a new product?
Modernize without starting over.
Designed from decades of combined contact center experience, the user interface is infinitely customizable and built to optimize and enhance every agent’s workflow.
Omnichannel integration
Seamlessly connects web chat, email, SMS, social media and voice in a single interface.
Leverage existing Avaya infrastructure
Keep the telephony investment you already trust and extend it with modern digital channels.
Fully customizable agent UI
Arrange the agent layout around your workflows instead of forcing agents to adapt.
Similar functionality to CCE & EMC
A familiar feature set for teams moving off Contact Center Express or Elite Multichannel.
Flexible installation
Deploy on premises, hybrid or in the cloud — easily deployed in the model that fits you.
A logical pathway to cloud
Move at your pace: modernize the agent experience today and migrate to the cloud when ready.
A single interface for every customer interaction.
Contact Integrator is a cloud-native or on-prem contact integration platform that consolidates customer interactions into one intelligent interface — centralizing communication, automating routine tasks and equipping agents with contextual intelligence.
- Omnichannel: chat, email, SMS, social media & voice
- CRM integration: Salesforce today; ServiceNow & Microsoft Dynamics upcoming
- Real-time dashboards: KPIs, agent performance & sentiment
- Virtual agent framework: FAQs, triage & transactions
- Enterprise-grade security: end-to-end encryption
- Role-based access control
Watch Contact Integrator at work.
See how agents handle voice and digital interactions side by side, with customer context and controls in one place.
Routing, analytics and integrations built in.
Intelligent routing & automation
- Skill-based routing — directs inquiries to the most qualified agent based on skills, availability and workload.
- Multiplicity-powered triage — distributes interactions on real-time factors for faster responses.
- Automated workflows — triggers ticket creation, escalation or follow-up reminders from interaction rules.
Analytics & reporting
- Channel performance metrics — volume, response time, resolution rate and satisfaction per channel.
- Agent productivity dashboards — activity, workload distribution and performance KPIs.
- Customer journey insights — visualize interaction paths and spot drop-off points or bottlenecks.
Integration & extensibility
- Open APIs — extend functionality and integrate custom tools or third-party services.
- Custom channel connectors — add new digital channels as your business needs evolve.
- CRM connectors — Salesforce, with ServiceNow, Microsoft Dynamics and custom systems upcoming.
AI that works alongside your agents.
Contact Integrator automates routine tasks, routes every interaction intelligently and equips agents with contextual intelligence — so they can focus on the conversations that need them.
Virtual agent framework
Automates FAQs, triage and transactional workflows.
Intelligent routing
Skill-based routing and Multiplicity-powered triage direct each interaction to the most qualified agent, based on skills, availability, workload and real-time factors.
Contextual intelligence
Equips agents with the customer context they need for faster, more personalized resolutions.
Automated workflows
Interaction rules trigger ticket creation, escalation and follow-up reminders.
Your contact center, your way.
Infinite options for on-premises, hybrid or cloud installation. Start where you are and grow on your terms.
Contact Integrator for Avaya
Unify every customer touchpoint while extending the Avaya environment you already run.
Hybrid
Keep core telephony on premises while adding digital channels, dashboards and automation where they make sense.
Contact Integrator as CCaaS
A complete, flexible omnichannel contact center delivered from the cloud — no hardware to maintain.
A more responsive, scalable and intelligent operation.
Faster resolution
Advanced routing reduces wait times and increases productivity.
Consistent experience
A unified view across channels ensures continuity for every customer.
Scalable operations
Easily onboard new channels and agents.
Actionable insights
Real-time analytics drive quicker, smarter decision making.
Regulatory compliance
Built-in controls for data privacy.
Download the Contact Integrator white paper
Architecture, capabilities and the business case — in five pages.
See Contact Integrator in action.
Tell us about your channels, your Avaya environment and your goals. We’ll tailor the walkthrough to the way your team works.
San Diego, CA 92124