ICX 4.1 allows for automatic bypass of intent collection for pre-determined intents. ICX developers/administrators can enable the system to bypass having to collect intentions if its known from previous interactions. This allows end customers to bypass intent collection for predefined intents, passing information through to the agents without requiring them to reenter information, streamlining experience and reducing frustration

• Efficiency: Customers bypass unnecessary steps, reducing interaction time.
• Flexibility: Administrators can easily modify handling options by segment, adapting quickly to operational changes.

Dynamic Announcements enable personalized messages using pre-recorded audio, text-to-speech, and ICX parameters. This feature enhances engagement by delivering context-aware messages such as time-of-day greetings.

• Personalization: Tailors announcements to individual customer contexts.
• Operational Agility: Business users can update messages without IT intervention.

Languages can be dynamically set based on caller information (ANI, DNIS, UUI) before executing interaction flows. This feature ensures repeat customers receive services in their preferred language automatically.

• Consistency: Provides a seamless multilingual experience.
• Convenience: Automatically associates preferred languages with customer phone numbers.

Holiday schedules now support creating recurring Holidays that can be fixed (same day each year) or floating (varies from year to year). For floating holidays visual indicators highlight when floating holidays have passed and need to be reset for the upcoming year.

• Simplified Management: Visual and fixed reminders ensures that Administrators update critical operational hours and exceptions.
• Accuracy: Reduces errors that can occur when multiple administrators or contact center management owners hand off responsibilities.
• For End Users: Ensures customers are never routed to contact centers that are closed because of operational hours.

Service and holiday schedules can now be synchronized with Avaya Communication Manager, centralizing call center schedule management within ICX.

• Centralized Management: Simplifies schedule handling across platforms with support for Roles-based Access Control.
• One-click update and rollback for all managed environments.
• Accuracy: Ensures consistency in operational schedules.

ICX can upload voice recordings to Avaya Media Server, preserving metadata, enhancing recording management.

• Centralized Management: Simplifies announcement handling across platforms with support for Roles-based Access Control, searches and management.
• One-click generate new Vector or Call Center Announcements and update and rollback for the Contact Center.
• Accuracy: Ensures consistency in operational announcements.
• Data Integrity: Maintains complete recording metadata.

Administrators can now import and export global assets, improving flexibility in managing ICX configurations.

• Efficiency: Streamlines configuration management.
• Scalability: Facilitates large-scale deployments and updates.

Online, fully searchable customer documentation is now available within ICX.

• Accessibility: Simplifies information retrieval.
• User Empowerment: Enables self-service documentation access.

ICX can now monitor FIL-configured VDNs, ensuring proper call accounting.

• Accuracy: Ensures all callbacks are tracked and managed correctly.

ICX 4.1 supports deployment into Kubernetes clusters, enhancing scalability and management.

• Scalability: Supports dynamic resource allocation.
• Reliability: Improves system resilience and uptime.

The Interaction Flow Editor now includes automatic layout management, improving visualization and comprehension of call flows.

• Clarity: Enhances readability of complex flows.
• Usability: Simplifies flow editing and management.

New language primitives allow dynamic language configuration within interaction flows, facilitating seamless transitions.

• Consistency: Ensures uniform language use throughout interactions.
• Customization: Adapts language settings in real-time.

Quickly navigate to different parts of interaction flows, streamlining development.

• Efficiency: Reduces time spent searching for specific flow components.
• Ease of Use: Simplifies flow navigation, Promotes reuse and Reduces Errors

Enhanced manipulation of node connecting lines and parameter reordering improve flow customization.

• Control: Allows precise flow adjustments.
• Flexibility: Facilitates detailed customization.

Insert script blocks inline with SCXML, simplifying the scripting process.

• Simplicity: Reduces dependency on external scripts.
• Flexibility: Enhances custom logic implementation within flows.

New APIs for uploading JEXL and SCXML scripts enhance flexibility for developers.

• Control: Facilitates automated script management.
• Security: Enforces authentication and logging.

APIs now allow programmatic access to ICX parameters, improving parameter management.

• Security: Ensures secure parameter access.
• Audibility: Maintains comprehensive audit trails.

A new, licensable API for placing digital requests enhances integration capabilities.

• Versatility: Supports advanced digital interactions.
• Integration: Facilitates seamless third-party integrations.

PolyScript in ICX 4.1 refers to a script that contains multiple entry points, allowing it to be reused across various parts of the system with different contexts or parameters. This scripting method enhances the flexibility and modularity of the code, enabling more efficient and maintainable logic implementation.

• Multiple Entry Points: Each entry point can be invoked independently, allowing the script to serve different purposes or handle different scenarios within the same script file.
• Reusability: PolyScripts can be reused across various interaction flows, reducing the need for redundant code.
• Modularity: Enhances the organization of scripts by encapsulating related logic within a single script file.

Dynamic Announcements

• ICX 4.0: Relied on fixed WAV file announcements.
• ICX 4.1: Offers flexible, dynamic, personalized announcements.

Synchronization Capabilities

• ICX 4.0: No synchronization of service and holiday schedules, or recordings
• ICX 4.1: Syncs schedules with Avaya CM, enhancing management. Sync recordings to Avaya Media Servers

Logging and Error Handling

• ICX 4.0: Comprehensive logging features.
• ICX 4.1: Enhanced logging for unplayable announcements and error messages.

APIs for Script Management

• ICX 4.0: Server based script management capabilities.
• ICX 4.1: Programmatic updates of JEXL and SCXML scripts.

Global Assets Management

• ICX 4.0: Limited import/export feature for global assets.
• ICX 4.1: Facilitates import/export of global assets.

Digital Request API and Datahub

• ICX 4.0: Core digital request capabilities.
• ICX 4.1: Enhanced API integration and data management.

Kubernetes and Computer Telephony Support

• ICX 4.0: Limited support for K8 environments.
• ICX 4.1: Enhanced scalability and integration with Kubernetes. Supporting auto-scaling and ramp down of resources. Enhancements in Computer Telephony for RONA use cases.

Enhanced User Interface

• ICX 4.0: Basic interaction flow editor.
• ICX 4.1: Improved editor and dashboard for better user experience.

Value Proposition: ICX 4.1 significantly enhances flexibility, integration, and usability, addressing limitations and adding capabilities not present in ICX 4.0 and earlier versions.

For more information and to see ICX 4.1 in action, schedule a demo today!

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Avaya Experience Portal 8.x, Avaya Aura 10.x.

Contact Swampfox Professional Services for additional requirements.