Avaya Engagement Designer for workflow design support

Last Updated : Sep 29, 2020 |
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Avaya Oceana® includes Avaya Engagement Designer, which is a user-friendly workflow design tool. The Avaya Engagement Designer provides the capability to define, administer, and run end-user customer journeys across Mobile Collaboration, Unified Communications, and Contact Center applications. Engagement Designer offers business analysts, non-technical resources, and developers the opportunity to write logical business process flows. These process flows can leverage any Avaya Breeze® platform snap-ins that have an associated palette of tasks. Engagement Designer allows users to:
  • Dream: Easily create complex, end-to-end communications enabled business process across both mobile collaboration and contact center applications, and leveraging a range of 3rd party applications snap-ins with a single tool.
  • Design: Developers and business users alike can use an intuitive drag and drop GUI environment to build business processes. Leveraging a rich palette of tools, Engagement Designer can easily leverage 3rd party or other processes, straight from the GUI environment, with no additional coding necessary.
  • Deploy: Easily deploy business processes that leverage built in tools from Avaya Breeze® platform including high availability, redundancy and security. Engagement Designer significantly reduces cost and time to market associated with highly custom CTI middleware development.
Using Avaya Engagement Designer you can visually drag and drop design approach to bring the right resources, content, and context together across your CRM and other systems to deliver a holistic customer engagement management environment.
Flexible workflows can change with business needs, reduce cost, and increase the speed of implementing customer journey workflows.
Avaya Engagement Designer also provides the option to compare two Engagement Designer workflows using Engagement Designer Diff Tool.
When you upgrade Avaya Oceana®, you can use this tool to identify the customizations of the earlier workflows and migrate those customizations to the latest workflows.
Currently, this tool cannot measure the difference in terms of mapping information. It can only identify the differences such as addition or deletion of a node and modifications in the properties of a task.