Avaya Engagement Designer Selected as a Finalist in BPM Awards 2016

SANTA CLARA, CA--(Marketwired - December 06, 2016) - Avaya announced today that the company's Engagement Designer solution has been named as a finalist for this year's BPM awards. The WfMC Global awards for Excellence in BPM and Workflow recognize organizations that have excelled in implementing innovative business process solutions to meet strategic business objectives.

Avaya was selected as a finalist based on a detailed use case scenario demonstrating how Avaya Engagement Designer can dramatically simplify the highly complex business processes involved in customer handling and routing in contact centers. The majority of today's contact centers have a wide diversity of options for getting customers to an agent, including channel used, need or request, product or service of interest, language, customer status, etc. Without Engagement Designer, the processes for defining the customer experience are typically long, onerous and difficult to change, requiring skilled developers to execute.

Avaya Engagement Designer changes that. As an Avaya Breeze Snap-in, the solution makes it simple for business analysts and non-developers to design workflow definitions through which business processes can be described and executed. Highlights include:

• A fully compliant BPM tool which can easily model, integrate and orchestrate complex business processes.
• A graphical user interface that provides a palette of available events, tasks, decision gateways and data that are dragged onto the canvas and linked to construct a workflow definition.
• A standard set of tasks supported by Avaya Breeze, on which Engagement Designer is deployed; additional tasks can be dynamically added and deployed by other Snap-ins based on business requirements and licensed in the environment.
• Built-in editors and tools that make it easy to create data schema, map data across workflows, validate workflows and deploy workflow definitions.
• The ability for each workflow definition to be deployed as a Snap-in.

The Avaya Breeze Platform is a development environment that enables communications, data and business applications to come together in new ways to enhance business processes. Built for the age of digital business, Avaya Breeze provides easy to use tool kits, APIs and Snap-Ins that eliminate the need for esoteric, communications programming language and instead provides simple, drag and drop capabilities.