Avaya ends the support for CT Suite; agent portal for Avaya Call Center agents. Comstice offers an alternative to replace Avaya CT Suite with a better agent experience. Click here to learn more.
What is CT Suite?
It is an omni-channel agent and supervisor portal for call control and real-time data display, alerts and notifications as well as integrations with third-party applications. It was created by a company called CT Integrations which was acquired by Avaya in 2021.
What is Happening?
Avaya has recently ended the support for CT Suite, the agent experience portal. Many Avaya CT Suite customers are looking for a replacement solution for better agent experience and other features. There is also a growing demand on web-based, remote-working friendly agent interfaces for Avaya call centers.
What does Comstice Offer?
Comstice provides Avaya Agent Portal with built-in webphone for a web-based agent experience, just like the cloud call center but on=premises. Call center agents can handle customer calls as well as access to other features. Comstice Agent Portal supports Cisco, Avaya (red and blue) and Amazon Connect contact centers. Agents can have the same experience regardless of the underlying technology.
Business Benefits
- Remote-working ready agent experiences portal,
- Separate experience for inbound and outbound agents,
- CRM Integration without CRM memberships required for each call center agent,
- Higher agent efficiency and occupancy,
- Future migration options to Amazon Connect Cloud Telephony,
- Cloud-like experience for Avaya on-premises contact center agents,
- Single web portal for omni-channel contact management,
- Easy access to shift schedule, performance reports, alerts and notifications for each agent
Features
- Built-in Webphone inside the browser,
- Built-in Screen Recording to record entire PC screen with audio,
- CRM Integration (Salesforce, Zendesk and others) for contacts, tasks,
- Sending SMS via Twilio or AWS,
- Automated Call Logging on CRM,
- Separate Outbound Campaign Agent Experience,
- Migration options to Amazon Connect Cloud Telephony with the same agent experience,
- Higher agent efficiency and occupancy,
- Eliminate software installations on agent PCs,
- Cloud-like experience for Avaya on-premises contact centers,
- Single web portal for omni-channel contact management,
- Easy access to shift schedule, performance reports, alerts and notifications for each agent
CT Suite Reliability Issues and Comstice Expertise
CT Suite had known reliability issues and many organisations are looking for ways to avoid that. Comstice had an architectural review and resolved the issues around it. Comstice Agent Experiences Portal includes;
- Linux-Based server structure instead of Windows,
- Better real-time event structure with higher scalability,
- Secure architecture for cloud hosting,
Use Cases
Remote Workers with No VPN or Installation Required
Users can login as an agent from a standard web-browser, make and receive customer calls without installing anything on the agent PC. Agent Experiences Portal is remote-working friendly and communicate with Avaya services securely without any VPN required.
CRM Integration without CRM Subscriptions for each agent
Call center agents generally use the following CRM features;
- Automated contact records for the incoming call,
- Updating contact details,
- Creating a task or an event,
- Accessing contacts for callbacks,
These features are already available as APIs on many CRM platforms and accessible from Comstice Agent Experiences Portal. Comstice Portal communicates with the CRM via REST APIs, displays and updates contact information as well as creates the tasks and other features.
Maximum Data Privacy and Security
Comstice Agent Experiences Portal solution can run on-premises or in your own private cloud for maximum data privacy. Your organisation will have full control on your data and Comstice will not be able access any confidential information.
Conclusion
Comstice Agent Experiences Portal helps you to offer a great service regardless of the underlying call center technology. Your agent experience will be transparent to the technology used and will make remote-working accessible.