Hybrid Voice overview

Last Updated : Feb 20, 2025 |
Prolog information
Metadata
Keywords:
Avaya Experience Platform™ (On-Prem + Connect) hybrid voice bundle enables Avaya Experience Platform™ On-Prem systems to integrate with Avaya Experience Platform™ Public Cloud to add new features and functionality from Avaya Experience Platform™ Public Cloud.
Avaya Experience Platform™ On-Prem agents can log in to Avaya Experience Platform™ Public Cloud Avaya Workspaces and work as hybrid voice agents. The hybrid voice agents receive Avaya Experience Platform™ On-Prem voice calls through Avaya Experience Platform™ Public Cloud into the WebRTC Avaya Workspaces client. Agents can use the WebRTC Avaya Workspaces client as the agent desktop to benefit from a thin browser-based client that is extensible through custom or standard widgets. Avaya Workspaces displays customer journey information from hybrid voice interactions provided by Avaya Experience Platform™ On-Prem and voice and digital interactions provided by Avaya Experience Platform™ Public Cloud.
Note:
Customer journey for hybrid voice is an Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle capability. For hybrid voice interactions, agents who are enabled with the Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle have access to customer journey for Avaya Experience Platform™ (On-Prem + Connect). The Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle is an optional and paid bundle and is not included with the Avaya Experience Platform™ (On-Prem + Connect) bundle. Customer journey integration for Avaya Experience Platform™ On-Prem or hybrid voice touch points are only stored for interactions that go to the hybrid voice agents. Any Avaya Experience Platform™ On-Prem interactions that go to the Avaya Experience Platform™ On-Prem clients such as Avaya Workplace Client or Avaya one-X® Agent are not stored in Avaya Experience Platform™ Public Cloud customer journey.
The media path uses WebRTC. Hence, customers benefit from AI Noise Reduction.
Note:
AI Noise Reduction cannot enhance the agent experience because AI Noise Reduction interferes with the Avaya Experience Platform™ On-Prem audio features. Avaya Experience Platform™ On-Prem audio features include tones inserted in the agent media path to support features such as auto-answer zip tone, recording tones, and supervisor service-observe tones.
The hybrid voice agents can also be enabled for digital channels such as chat, email, and social messaging through the Avaya Experience Platform™ Public Cloud digital bundle. Facebook, Twitter, Instagram, and WhatsApp are supported channels for private messaging in the contact center.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
Avaya Experience Platform™ On-Prem voice agents enabled for digital channels use the Avaya Experience Platform™ Public Cloud Avaya Workspaces client to receive digital interactions. Agents can handle hybrid voice interactions or digital interactions, but not both simultaneously.