Such a giant as Avaya indeed has its own desktop app for call center agents. Our goal was to take it to the next level and develop the features that would provide the agents and customers with an outstanding experience. To do so, we've used the modern technology stack (Java, React, Kubernetes) to build a fault-tolerant microservice architecture that's easy to scale, manage, and develop.

We've carefully studied all the deep experience Avaya has to design an intuitive, user-friendly interface packed with performance-boosting features. Say, apart from calling customers, with our app, agents can also text those reluctant to talk by phone. It makes customer care less stressful and way more helpful, especially with quick tags and built-in scripts to assist the agents.

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Because Avaya's clients tend to grow fast, there's also a script builder in the app that allows managers and supervisors to create new scripts and deliver them to agents in a few clicks. For the most challenging cases, there's a separate window to chat with a supervisor and ask for help while talking to a customer.

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Our app also has an entirely customizable desktop that takes zero developers to change and adapt to the team's current needs. In addition, we designed it to help managers carefully monitor the agents' performance and productivity. Finally, we made it easy to ingrate almost any CRM system into the app, which makes the product one of the most flexible solutions on the market.

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