You can integrate your Avaya contact centers with Amazon Connect for many AI use cases and self-service automation features. Comstice SIP Connector helps to integrate your Avaya environment with Amazon Connect using SIP and sends the customer calls to AWS services for self-service automation.
Replace Nuance with Amazon Connect for Avaya Contact Center ASR and TTS
Amazon Connect offers a better alternative to Nuance ASR TTS with its self-service automation features. It offers access to pay-as-you-use ASR and TTS features. It also helps you to build conversational AI self-service automation scenarions using Amazon Lex. Comstice can help you to have a turn-key self-service automation solution with Amazon Connect.
Amazon Web Services (AWS) offers the following features as pay-as-you-use services;
- Amazon Polly: Text to speech services
- Amazon Transcribe: Speech to Text Services
- Amazon Lex: Conversational AI
- Amazon Connect: Cloud Telephony, IVR and Contact Center Service
Amazon Connect is the main services that glues all the other services together. You can create IVR contact flows using Amazon Connect and integrate with other services. Amazon Connect does not support SIP out of the box. Therefore, Comstice create a SIP Connector; it converts SIP calls and sends them to Amazon Connect as WebRTC. In return, it takes WebRTC calls and converts them to SIP. You can integrate your Avaya Session Manager with Comstice SIP Connector via a SIP Trunk and send the calls to Amazon Connect using this SIP Trunk.
Comstice SIP Connector runs on a Linux-based virtual server on your network or it can be hosted by Comstice as well.
Avaya Integration with Amazon Connect
Comstice offers a turn-key solution that includes;
- creating and configuring Amazon Connect instance,
- building your contact flows on Amazon Connect,
- adding ASR / TTS features into Amazon Connect contact flow,
- creating a conversational AI flow for your business requirements,
- integrating conversational AI feature into Amazon Connect instance,
Using Comstice SIP Connector and Amazon Connect, you can roll out ASR/TTS and conversational AI services quickly.
Transferring Calls from Amazon Connect to Avaya Contact Center Agents
If the customer call needs to be transferred to a live Avaya agent, Comstice SIP Connector can transfer the call back to an Avaya queue and clear the session from Amazon Connect.
Amazon Connect can transfer the call to Comstice SIP Connector for the internal vector extension of the Avaya queue. Comstice SIP Connector sends the call to the Avaya extension and clears the Amazon Connect call leg.
PrivateGPT for Offline AI with Avaya and Amazon Connect
Many organizations would like to use generative AI features but they do not want to expose their confidential information to the AI services such as ChatGPT. Comstice can help you to build an offline GPT model using open-source Large Language Models on your network.
In this offline AI model, no data is shared with outside parties including Comstice. Everything runs on your network with the full privacy of your data. Comstice helps to train your models and create use cases per team, department or project.
Summary
You can do many things with your Avaya contact center with Comstice solutions; Comstice SIP Connector can help to have many cloud contact center features without moving to the cloud. Avaya Agent Portal feature is another solution that provides cloud call center features using your on-premises contact center.