Avaya Aura Experience Portal
Before we start digging deep into what is Avaya Aura Experience Portal and its components we should know that the previous version of this wonderful product from Avaya is Avaya Voice Portal.
Avaya Aura Experience Portal System consists of three parts:
- Avaya Aura Experience Portal (AAEP) - Inbound Self Service system where customers can interact with this system via Voice, Video, SMS, MMS, Chat, Email, XML or Social Media Facebook/Twitter which are serviced by the VXML and CCXML applications build using the Dialog Designer plugin on Eclipse and deployed on Voice Application Servers (Web Servers). Applications can route the calls to live agents on Communication Manager ACD queues.
- Proactive Outreach Manager (POM) - This is an additional managed application installed over Experience Portal to provide the capability to perform outbound calls to the customers and let them interact with the Self Service system offered by the Application! We have options to define a contact strategy and manage campaigns through campaign manager and campaign director and contact list management.
- Intelligent Customer Routing (ICR) - In addition to Enhanced Customer Service Experience and Self Service ICR assist in most optimal route to provide live assistance and perform productive and useful business activities while in queue.
Components of Experience Portal System:
- Experience Portal
- Experience Portal Manager (EPM)
- Media Processing Platform (MPP)
- External Services
- Communication Manager (CM)
- Session Manager (SM)
- Application Server(s)
- Speech Server(s)
- Automatic Speech Recognition (ASR)
- Text to Speech (TTS)
Media Processing Platform (MPP)
- Telephony Sessions Terminate and interface to Speech and other Multimedia Services
