Integrate a Twilio Powered IVR with an Avaya Aura Programmable Contact Center
Your blueprint for using Twilio to add Interactive Voice Response to an Avaya Aura Contact Center.
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Adding an IVR, or Interactive Voice Response, to your Contact Center can improve your customer experience – and resource utilization – when customers make inbound calls. If you have an Avaya Aura Contact Center and are looking to add on a modern
In this technical blueprint, learn to connect your Aura Contact Center with a Twilio IVR setup using SIP, giving you an infinitely customizable IVR you can expand to help deflect some common types of calls from your live agents.
How you’ll build
To build with Twilio, you’ll use a few of our products and services:
- Twilio account (you can sign up for a free trial, here)
- Twilio phone number
- Learn to search for and purchase a phone number
- Twilio Studio to build the IVR flow
This validated blueprint addresses how to augment an on-premise Avaya Contact Center with cloud deployed conversational AI-based IVR and Self-Service Automation. By following this approach, you can protect existing contact center investments while streamlining the integration of AI technology alongside your existing on-premise solution.