SIMPLE + AVAYA
AI conversations inside your Avaya workflows
Route selected Avaya Experience Platform calls to Simple while Avaya controls when the virtual agent joins and what happens next.
From Avaya to Simple and back
Avaya starts the virtual agent
Simple handles the conversation
Orchestration routes the next step
What you can do with Avaya
01 / VOICE WORKFLOWS
Choose when Simple joins
Add Simple through Avaya’s BYOBot SIP interface and call it under the conditions defined in your workflow.
02 / ROUTING
Route with the outcome
Use parameters returned from the virtual agent to match the right queue and routing attributes in Orchestration.
03 / AGENT CONTEXT
Give agents useful history
Make customer identifiers and interaction details available through Avaya Workspaces and Customer Journey transcripts.
Hand off without losing the thread
Return to the right queue
Use collected parameters to choose the appropriate routing queue and attributes after the AI session.
Keep the interaction visible
Carry customer identifiers and interaction details into the Avaya tools agents already use.
Built for Avaya Experience Platform Public Cloud
Simple connects through Avaya’s BYOBot SIP virtual-agent interface. Automation processes the collected data, while Orchestration uses the returned parameters for routing.
Avaya requires Contact Center Artificial Intelligence and a Bring Your Own Carrier Hybrid trunk for this integration model.
Ready to connect Avaya?
Talk with our team about your Avaya workflows, BYOC-H setup, and escalation paths.