Avaya Experience Platform™ Public Cloud consists of the following main components. Each component is comprised of services that provide specific functionality for the solution:
Avaya Workspaces: Avaya Workspaces is a browser-based application through which contact center agents can handle inbound customer interactions. Supervisors can also use Avaya Workspaces to view reports, or design and use customized layouts and widgets on the user interface.
Application Center Administration: Application Center Administration is a browser-based unified management application providing a single administration experience across the solution for multiple platforms and users.
Analytics for Avaya Experience Platform™ Public Cloud: Analytics for Avaya Experience Platform™ Public Cloud is a browser-based reporting platform that uses measure definitions to map generic contact center events across all channels. Analytics for Avaya Experience Platform™ Public Cloud provides separate real-time and historical interfaces to view operational metrics.
Messaging and Digital: Messaging and Digital provide services that manage routing and control of digital interactions. You can configure business rules for managing routing based on customer and interaction data. The digital pre-routing service makes this data available to Orchestration workflows to enhance the solution routing capabilities.
Voice: Voice provides services that manage routing and control of voice interactions. You can configure how the contact center routes voice calls by assigning a queue and base attributes to each DNIS. To further enhance the intelligent routing capabilities for your voice calls, you also select the Orchestration workflow to trigger for each phone number.
Orchestration: Orchestration provides a graphical tool account administrators can use to create workflows to manage how interactions route through the contact center according to business needs.
Automation: Automation works in conjunction with Orchestration to collect additional interaction data and provide self-service treatments to customers.
Customer Journey: Customer Journey maps a customer’s journey across self-service and assisted service channels, and stores related data for each customer interaction. Agents and supervisors can use Avaya Workspaces to view a visual representation of a customer’s interactions.
Assisted services: Assisted services provides an assisted routing experience for the contact center, using a channel-agnostic queue. Assisted services uses attributes to match callers with the best resources, based on the call data and resources available.
After you purchase Avaya Experience Platform™ Public Cloud, an Avaya system administrator creates your account. Avaya Experience Platform™ Public Cloud provisions your account with default data during account creation, which you can use to quickly configure contact center resources and start routing interactions.
You must synchronize all your Avaya Experience Platform™ Public Cloud supported devices with a Network Time Protocol (NTP) server.
