CTIntegrations

CTIntegrations was founded by immigrants Avaya in 2007 and is based in. USA The main product of the company is the multimodal, open platform CT Suite. CTIntegrations specializes in developing ON for contact centers and platform for system integration of such solutions.

History

2021: Avaya bought CTIntegrations

In early August 2021, Avaya announced the purchase of CTIntegrations at a price that companies did not disclose. The deal will allow Avaya to expand the capabilities of its OneCloud product package, which is the centerpiece of the company's plan to move to a cloud-focused business model.

Avaya manufactures software products that enterprises use to support business collaboration between employees, integrate communication functions into applications, and ensure the operation of their contact centers. The company also provides appropriate analytics tools to help you meet challenges such as measuring customer support team performance. In recent years, Avaya has moved from selling software licenses to a business model focused on selling cloud services.

Avaya acquired CTIntegrations

OneCloud, the product package that Avaya hopes to expand with the CTIntegrations deal includes the company's main cloud services.

In particular, there is one offer from the package that the company seeks to improve with the acquisition: the platform OneCloud CCaaS. The platform is used by companies to manage the daily work of their contact centers. CTIntegrations has developed a software tool called CT Suite, which will expand OneCloud CCaaS by supporting additional features that are not included in the default feature set.

CT Suite will automatically direct users to the customer service agent who will best answer their question. In turn, for customer service agents, the product provides a centralized web control panel that enables them to manage all outstanding support requests. To improve the performance of contact center teams, the CT Suite also includes a chatbot that can automatically answer frequently asked questions to free up time for employees.^[1]

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