Avaya Experience Platform™ (On-Prem + Connect) integrates with Avaya Aura X for Avaya Cloud Office (ACO), Avaya Spaces, and Microsoft Teams so that contact center agents and supervisors can request the assistance of third-party experts.

In Avaya Workspaces, agents and supervisors can log in to an available provider and access the enabled contacts from the Corporate Contacts widget. For all providers, agents and supervisors can search for contacts, make direct and consultation calls to the contacts, transfer calls, and add contacts to the Favorites list. For the Avaya Aura X for Avaya Cloud Office (ACO) and Microsoft Teams providers, agents and supervisors can view the contacts' Presence states.

If the administrator enables the chat functionality for the Avaya Aura X for Avaya Cloud Office (ACO) or Microsoft Teams provider, agents and supervisors can send messages in one-to-one and group chats and participate in group and channel conversations. The chat functionality on the Corporate Contacts widget is separate from the Avaya Workspaces chat, and you cannot transfer chats with corporate contacts to the Avaya Workspaces Chat widget.

Before accessing the Corporate Contacts widget, agents and supervisors must obtain the provider credentials from the administrator. For more information about configuring Avaya Aura X for Avaya Cloud Office (ACO), Avaya Spaces, and Microsoft Teams integrations, see, Configuring corporate contacts for Avaya Workspaces.