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

Integrating a Twilio-powered IVR with an Avaya Aura Programmable Contact Center can improve customer experience and resource utilization by providing a more efficient way to handle inbound calls. This blueprint, created in collaboration with TekVizion, shows how to add a modern IVR driven by Twilio's serverless Studio and Functions products to an Aura Contact Center, allowing for automated self-service and customizing the IVR to deflect common types of calls from live agents. The integration requires specific prerequisites on both the Avaya and Twilio sides, including setting up SIP trunks, routing calls, and creating a call flow script. By following this approach, customers can protect existing contact center investments while streamlining the integration of AI technology with their existing solution.

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