Orchestration handles the workflows of all interactions that arrive in the contact center. Orchestration includes a Designer interface, which is a graphical tool that account administrators can use to create workflows that manage how interactions route through the contact center according to business needs. You can define the customer journey using the Designer interface. You can create and manage workflows for each supported Avaya Experience Platform™ Public Cloud channel.

The Designer interface has a user-friendly drag and drop design that can be used by a number of different users. Orchestration Manager can provide a real-time view of workflow instances while processing, allowing you to observe the interaction from start to finish and identify any problems in the workflow.

Automation is also a graphical tool that account administrators can use to configure how interaction dialogs are presented to customers. For example, you can use Automation to configure how the contact center sends automatic messages. Customers receive these messages while waiting for an agent to join a chat session. Orchestration works with Automation to provide the best possible service to the customer.