Lab Explanation Template - Avaya Learning

© 2017 Avaya Inc. All Rights Reserved.

2016W | Avaya Breeze™ Fundamentals

Hello, and welcome to this Avaya Breeze™ Fundamentals course.

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I have noticed Avaya is putting a lot of energy into Avaya Breeze™, so obviously it

is regarded as a strategic product portfolio. Could you explain what is so special

about it?

Yes, of course! The Avaya Breeze™ solution enables our customers to create an

application environment to manage their business processes in a simple and

modular way. Customers can adapt the solution to specific customer needs by

adding either readily available Snap-ins or by creating their own custom Snap-ins.

The application environment can include communications, such as SMS and

telephony, but can also include connections to external systems such as

databases, sales tracking systems, and even network devices.

But, to fully understand the value of Avaya Breeze™, it is important to understand

what customers are looking for in both the customer engagement and the team

engagement market. So, we will discuss that first. Then, we’ll have a look at the

key components of the solution, with an overview of available ‘Snap-ins’, and how

these Snap-ins help in solving common customer issues. I will provide a short

introduction to the architecture and how it addresses scalability and resiliency. We

will also discuss a key solution component: the ‘Engagement Designer’. In the

second part of this course, we include a demo of this tool, explaining how it is used

to create custom workflows. One such workflow is an Avaya Breeze™ app, that is

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used to define business processes and flows, that could include database

access, communications, such as SMS, E-mail, but also telephony and video

conferencing. Would that provide the information you are looking for?

Yes, that would be very helpful.

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First, I would like to understand why customers are so interested in Avaya

Breeze™ and in what type of situation they use Avaya Breeze™ to optimize their

business processes. After that, could we have a look at the various solution

components, including the Snap-ins you mentioned earlier?

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Sure. Let’s first see what customers are trying to achieve with Avaya Breeze™. We

basically distinguish Six Categories of customer situations that can effectively be

addressed with Avaya Breeze™. The Avaya Breeze™ solution is a very effective

toolkit if an organization wants to expand the Contact Center to a omni channel

Contact Center, or if the organization wants to be able to automate responding to

business events. Another scenario where Avaya Breeze™ is a good match is when

customers want to formalize and structure their workflows with Visual tools, for

business analysts rather than programmers. Many Avaya Breeze™ customers use

it to optimize collaboration within the organization or to ‘spy’ on calls, by

intercepting inbound or outbound calls and perform actions on the call or to start

related processes such as Call Recording. And, finally, customers use the REST

interface to integrate all types of business applications to communication enable

them or to integrate them in workflows in formalized business processes. We’ll

discuss each of these situations with an example to illustrate how Avaya Breeze™

is used to solve a customer’s business issues.

Okay, that sounds like a good plan. But could you first briefly explain what you

mean by Snap-in? What is it and what role does it play in the solution?

Sure, let’s start with that!

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The Avaya Breeze™ solution consists of the Avaya Breeze™ platform. A Snap-in is

a software module that plugs into the Breeze platform and communicates with the

Avaya Breeze™ server through a series of APIs. These APIs allow us, for example,

to monitor an extension to detect incoming or outgoing calls, to retrieve the calling

number, the called number and many other operations. Based on the data, the

Snap-in can take decisions on how to handle the call. You could drop the call,

because the calling number is on a blacklist, or you could automatically forward the

call to a personal advisor and start recording the call, because it is a very important

customer. I can also imagine the call is forwarded to the call center, because the

call comes from customer that has not done a lot of business with the company

recently.

But, what role does the Avaya Breeze™ platform play?

The platform provides the run-time system for the Snap-in to run on, but also

provides common services, such as connections to SMS gateways, database

servers, IP PBXs, and other Avaya Breeze™ servers. In addition, the Breeze

platform provides a communication layer, allowing Snap-ins to exchange data with

other Snap-ins. So, you could create a grid of applications that each perform parts

of the business process that are capable of maintaining a context by exchanging

relevant data. And, the Avaya Breeze™ platform provides a Eventing Framework

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that is able to detect events and then forward them to Snap-ins that can act on

the event.

Now, the beauty of this system is that each customer can select a collection of

Snap-ins that match their specific business requirements.

Okay, I now have an idea of what a Snap-in is. Could you give us some

examples?

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Yes, let’s discuss an example for each of the categories we saw earlier. I’ll start

with the wish of customers to make their Contact Center an omni-channel Contact

Center.

Customers nowadays use many different devices and channels to contact

companies and organizations. The Contact Center managers are responding to this

trend by supporting multiple channels, such as SMS, chat, E-mail, voice calls, web

interfaces, and social media.

Early adopters ran into quite a lot of problems taking this route, because the

various channels were not integrated and were handled completely isolated from

other channels. The customer, however, is contacting one and the same

organization, and does not understand why information provided earlier does not

seem to be remembered when the organization is contacted a bit later for the same

or some other issue.

So, organizations are looking for a solution that allows them to capture data in

different channels and use that data across channels and agents to optimize the

handling of that contact or later contacts.

Avaya Breeze™ is the ideal platform to provide such an integrated solution

through, among others, the Context Store Snap-in. I’ll explain that specific Snap-in

a bit later.

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Avaya Oceana™, for example, uses the Breeze Platform to deliver omni-

channel customer engagement as well as the reporting for the Contact Center.

This is a typical Customer Engagement example. Do you also have examples

for Team Engagement?

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Sure. Let’s take a simple example: A company is manufacturing various products

based on a set of parts that are sourced from various suppliers. Stock inventory

management is crucial for the timely production an delivery of the products.

Just imagine that stock of one crucial part is running low; the entire production

process is at risk. What we could do is set a trigger on the stock inventory database

that sends a message to the Avaya Breeze™ platform through the interface. The

receipt of the message could generate an event that will trigger the launch of a

Snap-in. In that Snap-in, you could create a Scopia Video Conference and send

invites and/or voice notifications to a team that could deal with the situation

effectively. You could imagine you invite some key employees, but also

representatives of some key suppliers.

Does that make sense?

Yes, that makes perfect sense! And these Snap-ins… where can an organization

source these?

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There are multiple ways to build the solution. If an organization has the capability of

defining the business processes in workflows, they could develop their own Snap-

ins, using the Avaya Engagement Designer. ED itself is an Avaya Breeze™ Snap-in

that provides a drag-and-drop interface to create custom work flows.

The Engagement is designed to allow people who understand business processes

and workflows to create Snap-ins. The user does not need to have knowledge of

programming languages, but does need to understand business process modelling.

In the second part of this course, we will go into a lot more detail through a demo.

Interesting. I look forward to that demo, for sure!

If the organization has access to Java software developers they can also use that

programming language to create custom Snap-ins. These Java applications have

access to the same API, or Application Programmers Interface, as the Engagement

Designer built Snap-ins, but in some cases adding non-Avaya-Breeze-related

business logic is more efficient when using Java.

That makes sense. How about ‘Collaborating faster’? Could you give an example of

that?

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Yes, here is example. Many of us have many meetings in our agendas, and when

you want to join a meeting, you need the bridge number, you need an access code,

etc. When you are using a mobile device, it can be quite cumbersome to join such

meetings, especially if there are multiple meetings planned at the same time.

In order to make this process a lot more convenient and a lot more efficient, we

developed the Avaya Breeze™ Engagement Assistant.

This Snap-in keeps an eye on your agenda, and notifies you of an upcoming

meeting. If you multiple meetings in your agenda, it will offer you a choice. Once

you acknowledge you want to join a meeting, the Engagement Assistant

automatically connects you to the meeting. It provides the access codes, etc., so

you don’t even have to touch the device you’re using. You can do everything

hands-free through Voice commands.

And that is, of course, also a lot safer while driving, for instance.

Absolutely!

You mentioned earlier that customers are using Avaya Breeze™ to ‘spy’ on calls.

That sounds really fascinating. Can you tell us more about that?

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Yes, I can do that. Many outbound Call Centers are facing a common problem. If

they make calls to other area codes, they see a major reduction in answered calls.

Many consumers do not pick up a call from an unknown number outside the area.

In order to deal with this situation, they could use the Smart Caller ID- Outbound

Snap-in. What this Snap-in does is, it intercepts the outbound call, checks the

called number, and then replaces the caller ID with a local area number of the

caller. This way, the receiver sees a local number and the chances the call is

answered are a lot higher.

That is really smart! So, when you mentioned spying on calls, you meant

intercepting them and taking decisions on what to do with them, based on call data.

Interesting, and really powerful!

But, where do I buy these Snap-ins? Do I buy them from Avaya?

Well, of course one option is to develop your own, using the Engagement Designer

tool. Alternatively, you go to the Snapp Store.

And what do I find in this Snapp Store?

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Well, the Snapp Store allows customers to buy Snap-ins online, download them

and install them. This way, they can almost instantly add new functionality to their

Avaya Breeze™ platform. Snap-ins are available from Avaya, but the Snapp Store

also provides a commercial platform for third-party developers to market and sell

their Snap-ins.

There is wide range of Snap-ins available through the Snapp Store, ranging from

Voice Authentication and Conferencing tools to a Snap-in that collects SNMP

messages in a data network and transforms them into a format that Avaya

Breeze™ can handle to enable customers to use Avaya Oceanalytics™ to provide

real-time and historical reporting on their network infrastructure. As you can see,

Avaya Breeze™ can go way beyond Communications-related applications.

Some time ago, I saw a Snap-in called Co-Browsing. Can you tell us more about

this Snap-in?

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The Co-Browse Snap-in allows an agent to assist a customer in navigating a

webpage or website. So, the agent can ask the customer for permission to control

the browser and, when granted, the agent can take control of the web browser to

show the customer how to perform some action.

But wouldn’t that be risky if I as a customer would have to fill in a credit card

number or some other sensitive data?

Good point! No, sensitive data can be hidden for the agent and buttons can be

disabled for the agent, such as the Buy! Button in an e-commerce website.

Yeah, that would make sense!

Now we are talking about web sites, let me introduce another Avaya Breeze™

Snap-in: the WebRTC Snap-in.

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Okay, so what can we do with this Snap-in?

We can integrate the WebRTC Snap-in in a web interface, allowing a visitor to the

page to start a voice call directly from the web page, without the need for a

telephone or additional software. So, typically, we would add a button to the web

page that a visitor can click to get connected to an agent.

But does the agent also use the WebRTC client, or would that be a traditional

phone?

It could be either. In most cases, it would be a telephone, because agents would

also work on ‘normal’ calls.

I have read somewhere this WebRTC client does not work in all browsers. Is that

right?

Yes, that is correct. While support for WebRTC is expanding fast, some browsers

do not provide support for WebRTC. Now, this has nothing to do with the Avaya

WebRTC Snap-in. WebRTC is an industry standard, but not all web browser have

full support for it, or should I say support for it yet.

Okay, that is clear. Any other Snap-in we should know about?

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Oh yes, we have another set of Snap-ins we should discuss briefly here. Let’s take

some time to review the Real – Time Speech Snap-in.

Yes, that is a good idea. What type of applications could we develop, using real-

time Speech?

Well, there are many examples. Let’s just look at a few.

First Agent Compliance - for example, checking that the agent says “The call is

being recorded for Quality Monitoring purposes” or “You have a 14-day cooling off

period if you change your mind”. The Snap-in would be prompting the Agent if

he/she does not say these statements in whisper mode.

You can also think of Customer Dynamic emotions that could be displayed during a

call – depending on customers interactions – for example, if the customer says “I’m

unhappy with your price” or “I want to talk to your manager”, this would indicate that

customer is upset. As the Agent interacts to resolve customers issue, the emotion

could change to OK or Happy. The Supervisors desktop could also be updated to

show any upset customers, and this way the Supervisor could take action to help

the agent to resolve the situation.

Key Moment Detection is a very important use case – particularity in the Sales

environment. For example, when an agent tries to close a sale and the customer

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says “I’ll call back later,” this should set off alarm bells that the sale is about to

be lost, causing a supervisor escalation and intervention to prevent the sale

from being lost.

Or a Snap-in that, once you have a Sale Opportunity secured, prompts the

agent automatically to upsell other products or services could be a great way

of driving extra revenues.

I think I get the picture. Are there other Snap-ins you want to discuss?

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Yes, because there is a special collection of Snap-ins that provide functionality that

was ported from the Avaya Aura® system software. One example is the Presence

Instant Messaging Snap-in. This is a functionality that has been ported from the

Aura platform to the Breeze platform. It runs on a dedicated Avaya Breeze™

cluster. This cluster is named Core Platform Cluster, because it provides Avaya

Aura® Core functionality. It provides the full Presence Service, and also allows

third-party developers to integrate the Presence Service into their custom

applications.

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And how does the Avaya Breeze™ platform connect to an existing Avaya Aura®

infrastructure, for instance, to make a call?

Well, Avaya Breeze™ provides REST APIs for a CTI type of call control, similar to

ACE SOAP Web Services . This functionality uses a protocol called Application

Switch Adjunct Interface (ASAI) of the Application Enablement Services (AES) to

connect to Communication Manager call processing. By the way, in a future

release, ECC will provide an option to use ASAI directly to communicate with CM

without requiring AES.

ECC has control and visibility of all CM calls, including station to station, station to

trunk, or trunk to station.

The ECC call manipulation API supports making a call as well as canceling,

answering, and ending a call. It also enables us to use consult transfers and single

step transfers, to put a call on hold and retrieve it. It supports Call forwarding and

offers a Voice mail connector to Avaya Aura® Messaging.

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You mentioned earlier that we can create a grid of applications to handle various

business processes. If that is the case, these applications, or rather Snap-ins, need

to be able to exchange data, right?

Yes, correct!

But how does this communication work?

There are basically two ways Snap-ins can communicate with each other. Avaya-

developed Snap-ins have access to the Data grid, which allows these Snap-ins to

exchange data.

This data grid is extended throughout the Avaya Breeze™ cluster and to other

clusters, to allow Avaya Breeze™ Snap-ins throughout the solution to exchange

data.

So, the data grid is restricted to Avaya-provided Snap-ins. How do third-party or

customer-developed Snap-ins exchange data? Because that is essential in building

such an application grid, isn’t it?

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You are absolutely right; it is essential. Well, the solution is provided through the

Context Store Snap-in. Any Avaya Breeze™ Snap-in can store and retrieve data to

and from the Context Store Snap-in. This way, there is a controlled and protected

data exchange mechanism for all Snap-ins.

So, the Context Store allows organizations to integrate different components with

access to all information so that representatives and other resources can provide

fast and accurate service for their customers.

For instance, the self-service front end of a Contact Center captures data, stores it

in the context store, and when the caller is connected to an agent, that data

becomes available to the agent right away. Another example: the customer is

browsing a web site and then clicks on the ‘I need help’ button. The agent that

responds to that request through a chat session or through a WebRTC call can see

that the customer browsed webpages on a travel insurance product and can

immediately come to business. The information exchange from the website and the

agent user interface is handled through the context store.

Does that make sense?

Yes, that makes perfect sense. Could I also use that Context Store data to select

the agent?

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Absolutely. We will use data from the Context Store when we send our request

to the Work Assignment Snap-in. Let me explain.

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A customer contacts the organization and, in the early phase of the contact,

provides information about the question or issue that needs resolving.

This information is used to define the attributes of this contact. Each agent also has

a set of attributes and properties, and when a resource request comes in into the

Work Assignment Snap-in it will compare the attributes of the contact with the

attributes of the available resources or agents.

Work Assignment then creates a selection, a subset of the available resources that

match with the requested attributes. On this selection, it applies a strategy. This

strategy could be to select the agent that has been actively working on customer

contacts the least number of minutes since the start of the current shift.

After applying the strategy the selected resource is connected to the customer

contact.

Okay, that gives a clear picture of what is meant by attributes-based resource

selection. Could I use this Work Assignment Snap-in in my custom Snap-ins to

select an agent?

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Sure you can. As I mentioned before, the Engagement Designer Snap-in allows

you to create your own Workflows. These Workflows then translate in a custom

Snap-in. In the palette on the left in the Engagement Designer, you have a tab

marked ‘Work Assignment.’ There, you find the tasks that allow you to integrate

Work Assignment in your own custom Snap-ins. Engagement Designer offers non-

programmers the option to create simple to complex workflows, using a graphical

workspace called the Engagement Designer Canvas. You drag and drop tasks from

the palette to the Canvas and you set the parameters to make the task do what you

need it to do. But, the developer does not need any knowledge on how these

systems communicate with each other. Same for the telephony services. You can

make calls and interrogate existing calls without any knowledge of call signaling or

networking protocols. The Avaya Breeze™ platform takes care of all that low-level

stuff; as a developer, you focus on the workflow to model and structure the

business processes correctly.

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One thing you need to clarify for me. Do I need to install Engagement Designer on

my PC if I want to use that tool?

No, you don’t need to install anything on your PC. The Engagement Designer is

installed on the Avaya Breeze™ server cluster, and can be used through the web-

based user interface.

So, I can run it on any browser, for instance, on an Apple MAC?

Yes. If you are using one of the browsers supported, you can run it on any

computer system without installing any software on the user’s computer.

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You already explained how we can connect to an Avaya Aura® infrastructure. You

also mentioned we can integrate SMS, e-mail, and Scopia in workflows. Is there

anything specific I need to be able to connect to such an external system?

Yes, we connect to these systems through what we call a connector.

So, there is an e-mail connector that allows Snap-ins to send emails (by using

email API). It basically provides an email client that sends SMTP requests to email

hosts which will send email messages on their behalf.

Similar to this, we provide an SMS Connector that allows Snap-ins to send and

receive SMS messages (by using SMS API) provided the organization has access

to a SMS gateway service.

Finally, we have the Scopia connector that provides an interface to access the

Scopia system to set up video conferences and have it send out invitations, etc.

automatically.

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Well, when looking at everything you told us so far, this Avaya Breeze™ platform

would be a fantastic base platform to develop an advanced Contact Center

solution, wouldn’t it?

Absolutely, and that is exactly what we have done with Avaya Oceana™. This is

Avaya’s end-to-end solution for Omni-channel customer experience management.

You might wonder: what does that mean? Well, for Voice calls, we have Avaya

Oceana™ performing attributes-based routing for Avaya Aura® Call Center Elite.

Avaya Aura® Experience Portal provides details on what happens in the self-service

through the Context Store. That info is used to take routing decisions in Oceana.

Oceana includes support for Chat, WebRTC voice and Video, and well as Social

media.

We can provide WebRTC click-to-call from Google Chrome browsers and mobile

devices. We provide support for SMS interactions, and e-mail is supported as well.

Interactions with public messaging systems, such as Facebook Messenger, will be

supported in a future release.

What makes Oceana unique is the routing. We are able to route all channels in the

same fashion, based on the Engagement Designer and Work Assignment Snap-

ins.

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The Avaya Oceana™ solution includes Oceanalytics for reporting and

analysis, as well as the Avaya Oceana™ Workspaces that provides the

HTML5-based Agent Desktop User interface.

So I was right. It is the perfect platform for an advanced Contact enter. Now, I

would like to understand a bit better how Avaya Breeze™ integrates with the

Avaya Aura® environment. Could you explain that, please?

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Well, as you know, the Avaya Aura® environment is a SIP-based architecture with

the Avaya Aura® Session Manager at its center. The Session Manager provides

what we call SIP Application Sequencing. This basically means that Session

Manager can send a SIP session to some type of application server to perform

some type of action on the call. A simple example would be to send a call to Avaya

Aura® Messaging.

Avaya Breeze™ is yet another application for the Avaya Aura® system, and so we

use application sequencing to integrate the Avaya Breeze™ Snap-ins into the Aura

infrastructure. Once a SIP session is forwarded to the Avaya Breeze™ platform,

the Breeze server will figure out which Snap-in needs to be called for that specific

call. This could be based on the calling number or on any other parameter or event.

But does that mean I could use Avaya Breeze™ in another vendor’s SIP-based

infrastructure as well?

Yes, sure. You could have Avaya Breeze™ in a Cisco infrastructure, or any other

3rd party vendor with SIP. You could also have a mix of many different vendors,

and provide a centralized application grid for all these systems through Avaya

Breeze™.

That is really very powerful!

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Earlier in this course, you mentioned the Core Platform Cluster that runs the

presence Service. Maybe we should talk briefly about the ‘Cluster’ a bit further,

because I understand it plays an important role in High Availability and Scalability of

the Avaya Breeze™ solution.

Yes, it does. An Avaya Breeze™ Cluster is a group of Avaya Breeze™ virtualized

servers that support the same collection of Snap-ins. In total, we currently support

five types of clusters. First we have the General Purpose cluster. This cluster hosts

most of the available Avaya Snap-ins. It hosts all third-party Snap-ins and also

provides the platform for Engagement Designer. Work Assignment, Context Store,

and Engagement Assistant Speech have dedicated clusters that do not host any

other Snap-in. Finally, we have the Core Platform Cluster that hosts Presence and

Park and Page.

Such a cluster can contain between one and five nodes. The solution is scaled

quite simply by adding virtual servers. Within the cluster, each server can perform

all tasks, and therefore if a server in a cluster is lost, the others can take over for

the failing one.

Some of these clusters also provide geographical redundancy options. Refer to the

offer definition for more details.

So, within a cluster, each virtualized server can perform all tasks. But how is it then

decided which server is going to do what?

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An Avaya Breeze™ cluster receives two types of messages. On one hand, it

receives HTTP, and on the other hand it receives SIP signaling.

SIP sessions are distributed equally over the available servers by the SIP Load

Balancer in the Avaya Aura® Session Manager.

HTTP sessions are distributed by the HTTP load balancer. As the name says, the

load balancer ensures requests are distributed over the available servers so that

the load on the servers is more or less equal.

If a server fails, both load balancers will move sessions and requests to the

remaining available server resources automatically, making the system highly

resilient.

Does that give you enough information on how resiliency is implemented?

Yes, that answers all my questions. Thank you! I have one more question for you.

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So far, you haven’t spoken about the Avaya Breeze™ Client SDK, the Client

Software Development Kit. What is the SDK, and where does it fit in the Avaya

Breeze™ solution?

Good question. The Avaya Breeze™ SDKs, because there are multiple SDKs

available, allow you to create custom communication clients on IOS, MACOS,

Javascript, Android, and Windows. So, you can either create a standalone

collaboration application on these platforms, or you can integrate collaboration

elements in existing applications. The SDK provides software developers with

libraries to create such customized applications.

So, these SDKs are used by programmers. They are not used with Engagement

Designer. Am I right?

Spot on. These libraries are used by software engineers who program in C# for

windows, Objective C in Apple environments, Java in the Android environment, or

in Javascript. For Javascript, we have another set of packages, specifically

targeting Desktop User Interfaces for Contact Center Agents. These are not

available for IOS, MACOS, Android, or Windows.

Just to make sure I understand this correctly: I do not need Avaya Breeze™ to use

those SDKs, right?

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Yes, you are right, these Software Development Kits can be used

independently of the Avaya Breeze™ platform. I could, of course create

applications that interact with the Breeze platform through the REST interface,

but that is not required.

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We now have a good understanding of what Avaya Breeze™ is and what it can be

used for. It would be good to do a demo of the Engagement Designer so we get a

clear idea of what can be done in custom Snap-ins and how that is done within ED.

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Well, that was a very interesting demo. Quite impressive tool Engagement

Designer! But if I want to learn more about Avaya Breeze™, where do I go?

If you would like to know more, go to avaya.com and search for Avaya Breeze™, or

click the image, which will take you there directly. Bookmark it if you want to be

able to quickly return to the page.

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https://www.avaya.com/en/product/avaya-breeze/



Another excellent source of additional information is the training offer on Avaya

Breeze™ from Avaya Learning. A complete set of courses is available, including

Design Training, Java developer End User Training, and also Administration and

Support courses. In addition, Avaya Learning provides a set of updates or Delta

training sessions. Take some time to review, and click the ‘Next’ button when you

are ready to go to the next page.

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Avaya Learning courses are taught by experienced instructors with a deep

knowledge of the product and related product offerings, so they can put everything

in the right context. The courses are developed by a team of industry and product

experts to ensure accuracy and relevance of the provided information. Avaya

Learning delivers the full range of courses and can be very flexible in the type of

delivery. If the target audience is geographically dispersed, they provide courses

through Virtual classrooms. Alternatively, courses are classroom-based in Avaya

Learning premises or on-site. For many subjects and products, the offer also

includes web based self-paced courses. As a result, Avaya Learning customers

rate the course deliveries with consistently high marks.

If you want more information, click the links on this page and consider bookmarking

them for later reference.

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http://www.avaya.com/learningcatalog

http://www.avaya.com/learning-maps

http://www.avaya.com/learning-credentials

http://avaya.com/classport

http://www.avaya.com/learning



Let me try to summarize what you have explained about Avaya Breeze™. Avaya

Breeze™ is a highly resilient and scalable technology platform that offers a whole

new way to rapidly develop business communications applications. The solution

includes a collection Snap-ins that support digital business transformation at a

global scale, including mobile video, web collaboration, real-time presence, speech

analytics, context, data-driven resource matching, and much more. The visual

drag-and-drop design tool Engagement Designer makes it faster and easier to

create apps that power customer journeys with no programming or deep

communications system expertise. Software engineers can use the Java

programming language to develop such custom Snap-ins.

For example Avaya Breeze™ provides the tools you need to engage the right

resource in the right place at the right time. It delivers proven Avaya

communications capabilities in an easy-to-use development environment—a

toolbox of ready-to-use tools and Snap-ins—that you can add to just about any

business process and “pull things together.”

That’s not bad as a summary, I but could you also give some examples?

Yes, for example, a Snap-in to quickly assemble a team to respond to a critical

customer request or emergency. Or a Snap-in to send information to a select group

of customers in the way they prefer. Or a Snap-in to monitor the exact words

spoken on service calls for compliance purposes or to identify possible solutions.

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Documents

Lab Explanation Template - Avaya Learning