CT Suite Avaya DevConnect Tested
“The CT Suite platform helps businesses integrate customer information and multi-touch communications at the agent desktop, delivering a more efficient, productive, and satisfying contact center experience for both agents and customers. CT Suite Softphone, ACD Agent and Multimedia Routing is compliance-tested by Avaya for compatibility with Avaya Aura® Application Enablement Services 7.0, CT Suite Desktop POM Agent is compliance-tested with Avaya Proactive Outreach Manager 3.0.”
CT Suite desktop provides what is known as Third Party Call Control over the Avaya Application Enablement Server (AES). It allows the user to fully control their phone extension using just the keyboard and mouse. For remote workers, there is telecommuter mode allowing the user to register their home phone or another phone as the audio path.
CT Suite desktop provides a user friendly and flexible UI that integrates ACD Agent features to allow the user/agent to fully control their ACD State. Their ACD Agent credentials are integrated with their user profile and single sign-on. From the CT Desktop, they can Login/Out of the Avaya Elite environment, they can also change their state by selecting AUX or ACW using an intuitive interface
CT Suite provides complete blending of non-voice work items such as email, web chat and collaboration through the Avaya Elite Skills based routing flows. CT Suite Open Queue the backbone of our Omnichannel also support routing of third party work items such as CRM tickets through it's REST WS API.