iNTEGRAL tECHNOLOGIES

1. Contact Center Business Consulting

• Description: We transform contact center operations from a cost center into a strategic business driver. Our consultants partner with your business units to define goals and equip them with the tools and analytical skills to leverage communication platforms to improve customer satisfaction and increase operational efficiency.
• Core Value: We are experts at bridging the gap between technical implementation and business outcomes, ensuring every solution we deliver is designed to meet your strategic objectives.

2. AI Contact Center Capabilities

• Description: Our team offers unparalleled expertise in optimizing enterprise communication and transforming the Customer Experience/Employee Experience (CX/EX). We integrate cutting-edge AI technologies, such as voicebots, chatbots, and generative AI, to automate tasks and make your contact center more intelligent and efficient—all with minimal disruption to your current operations.
• Core Value: We help you extend the value of your existing infrastructure with AI, enabling automated self-service and AI-powered agent assistance without the need for a costly platform overhaul.

1. AI Integration

• Description: We specialize in the technical integration of third-party AI voicebots, chatbots, and generative AI platforms with your existing Avaya infrastructure. This often involves seamless integration via SIP Trunks to your Session Border Controller (SBC) and Session Manager (SMGR), ensuring the AI works harmoniously with your current call flows and routing logic.
• Core Value: We enable you to deploy advanced AI capabilities—like self-service and smart routing—directly into your existing Avaya environment, maximizing your current investment without a costly platform overhaul.

2. Low-Code/No-Code Workflow Design

• Description: We empower organizations to rapidly automate and optimize contact center workflows and applications using flexible Low-Code/No-Code development tools. This significantly reduces the time and cost associated with traditional software development, allowing for quick deployment of new features and iterative improvements.
• Core Value: We provide the ability to quickly deploy and modify complex customer journeys with modern Avaya technology, ensuring business agility and a faster time-to-market for new customer experience enhancements.

3. Omnichannel Orchestration & Workflow Design

• Description: We design end-to-end customer journeys that are unified and seamless across all channels—voice, email, chat, and social. This includes intelligent routing and advanced scripting to ensure the right customer connects with the right resource every time, regardless of the channel they choose.
• Core Value: Our solutions orchestrate consistent, high-quality interactions across the entire customer journey, eliminating fragmented experiences and improving customer satisfaction.

4. Third-Party System Integration

• Description: We are experts at bridging your Avaya communication platforms with essential enterprise applications, such as CRM (Customer Relationship Management), WFM (Workforce Management), and custom backend systems. This allows for a complete, synchronized view of the customer across all touchpoints.
• Core Value: We eliminate data silos, providing agents with the full context of a customer’s journey in real-time to drastically reduce handling times and improve first-call resolution.

5. Data Management & Analytics

• Description: We design, develop, and implement robust data management strategies to ensure data quality and accessibility. We create custom dashboards that combine data from your Avaya platforms and AI solutions to provide actionable insights into your omnichannel performance.
• Core Value: We empower your business units with a complete, unified view of the customer journey, allowing you to quickly identify friction points and optimize performance across all channels.

6. Cloud Deployment

• Description: We offer strategic planning and architectural design for deploying Avaya solutions on public, private, or hybrid clouds. This includes deploying resilient solutions like Avaya Session Border Controllers in the cloud, ensuring high availability and business continuity.
• Core Value: We help you strategically shift away from rigid, on-premises hardware, allowing you to scale up or down rapidly to meet changing demands and improve disaster recovery capabilities.

7. IVR Capabilities

• Description: We leverage Avaya Experience Portal (AEP) to deliver highly scalable and intelligent self-service applications. We automate routine customer inquiries and offer personalized self-service options, thereby reducing reliance on live agents and improving customer satisfaction.
• Core Value: We utilize Avaya Aura components to deliver secure and centrally managed IVR solutions that streamline operations, reduce human error, and provide a unified ‘single pane of glass’ for self-service platform management.

1. Platform Integration (iPaaS)

• Description: We specialize in deploying and configuring Integration Platform as a Service (iPaaS) solutions to seamlessly connect your various contact center and enterprise applications. This ensures that data flows reliably between your Avaya platform, CRM, and other essential systems, automating complex business processes.
• Core Value: We eliminate the manual effort and fragility of custom point-to-point integrations by implementing a robust, scalable middle layer, providing a unified and efficient system architecture.

2. Protecting Communication Systems

• Description: We provide specialized solutions to address critical areas of communication security and identity verification. This includes implementing SecureVoice solutions to mitigate security threats, Identity Assurance for secure authentication, and Real-time Traffic Monitoring to identify and mitigate malicious call patterns.
• Core Value: We safeguard your communication channels, build trust with your customers through verified identities, and ensure network integrity and service availability.