The Avaya Interaction Center-Onyx Connector, developed by SimpliCTI Software Solutions in conjunction with Onyx and Avaya, is a standard software connector that provides simple integration and enables pre-established communication between Avaya Interaction Center and Onyx products. The Connector is Avaya Compliant Tested through the Avaya DeveloperConnection Program of which SimpliCTI is a Premier level member.

Features include:

• Supports Avaya Interaction Center 6.1 and Onyx 5.0
• Supports voice and IVR contacts, email contacts and Onyx scripting
• Supports out-of-the-box integration
• Simpler implementation of sophisticated CRM applications
• Smoother data processes
• Single log-on to Interaction Center and Onyx application
• Automates the presentation of critical customer data

Interaction Center/Onyx Connector Architecture

The Connector shares information pertinent to voice calls and emails between the two systems and provides bi-directional messaging and function calls. Once operational, the Connector allows each contact center agent access to a customer’s detailed information in the Onyx database upon call or email origination. The agent can then provide real-time, personalized and focused service based on the information at their fingertips. In addition, the Connector provides an automatic screen-pop of the appropriate agent script developed in Onyx 5.0. Customers spend less time waiting for agents to retrieve information and instead experience quick, efficient service.

"This connector can minimize cost and customization efforts associated with bringing Avaya and Onyx together," said Anna Dorcey, director of the Avaya DeveloperConnection Program. "Our customers count on us for reliable, secure networks that enhance customer relationships, and this is an example of how we work with our DevConnect members to deliver these targeted business solutions."

"SimpliCTI's products are designed to provide solutions that decrease costs, increase revenue, and improve customer satisfaction," said Bruce Calhoon, president and COO at SimpliCTI. "Companies seeking a comprehensive contact center solution can now avoid the near-term costs associated with custom coding this communication link needed to integrate Avaya and Onyx."

"In the contact center arena, success is all about driving cost down, increasing customer value and improving the quality of customer service," said Mark Longton, Alliances Manager at Onyx Software. "Connecting Onyx and Avaya with the SimpliCTI connector enables an exemplary level of customer service that is the hallmark of world-class companies."