Avaya Aura® Contact Center supports integration with Avaya Proactive Outreach Manager provides agents with a single desktop experience for inbound and outbound contacts. Integration with POM also provides blending and reporting of outbound activities. Contact Center agents must handle Proactive Outreach Manager contacts using Avaya Agent Desktop Avaya Aura® Contact Center does not support the handling of POM contacts with clients other than Agent Desktop.

POM provides a capability to dynamically predict the availability of a Contact Center agent and to pace outbound calls accordingly. This type of dialing can be used in contact centers where there is a requirement to efficiently contact large volumes of customers. A predictive dialer uses a combination of current information and historical statistics to determine how frequently an agent becomes available within Contact Center. Based on this, POM initiates calls in anticipation of agents becoming available to process the calls. Calls are connected to an agent only when a customer answers a call.