Integrate a Twilio Powered IVR with an Avaya Aura Programmable Contact Center

Integrate a Twilio Powered IVR with an Avaya Programmable Contact Center

Adding an IVR, or Interactive Voice Response (sometimes known as a Phone Tree), to your Contact Center can improve your customer experience – and resource utilization – when customers make inbound calls. IVRs run the gamut from simple touch tone (DTMF)-based systems to modern conversational IVRs and voice-enabled speech recognition driven systems.

Avaya’s Aura Contact Center provides multimedia routing, workforce optimization, and outbound self-service. Along with our partners at TekVizion, we’ve produced a blueprint to add a modern IVR driven by Twilio’s serverless Studio and Functions products to an Aura Contact Center.

Learn more about our blueprint in this summary, or skip to the end, where you can sign up to get a copy.

Avaya Aura Contact Center with a Twilio IVR Architecture

Our blueprint shows how a theoretical customer – based on a common Twilio deployment and workflow – could add a Twilio IVR to the front end of their Avaya contact center.

In this case, we’ll show how to handle an overwhelming number of password reset calls with automated self-service. This will avoid using (expensive) live agent resources in many cases – while still preserving call context, avoiding frustrating our callers by making them repeat basic information.

You’ll learn to connect your Aura Contact Center with a Twilio IVR setup using SIP, giving you an infinitely customizable IVR you can expand to help deflect some common types of calls from your live agents.

This validated blueprint addresses how to augment an on-premise Avaya Contact Center with cloud-deployed conversational AI-based IVR and Self-Service Automation. By following this approach, you can protect existing contact center investments while streamlining the integration of AI technology alongside your existing on-premise solution.

Prerequisites

This blueprint requires that you have a few things in place before you can begin. On the Avaya side, you’ll need the following:

• Avaya SBCE to accept calls from Twilio and to route calls to Avaya SM
• Avaya Aura SM set up to handle inbound calls via a SIP trunk
• Avaya Aura Orchestration Designer to create an application script containing a call flow for routing calls to a queue and agents

To build with Twilio, you’ll need a few things:

• Twilio account (you can sign up for a free trial, here)
• Twilio phone number
  
  • Learn to search for and purchase a phone number
• Twilio Studio to build the IVR flow

If you have those pieces – or are in the process of signing up and purchasing – this blueprint is for you.

Get the Avaya Aura Contact Center Twilio IVR Blueprint

If you’re looking to integrate a modern IVR into your Ayaya Aura Contact Center, Twilio’s serverless products can help you do that in a straightforward fashion.

Get the Avaya Aura Twilio IVR Blueprint today.