AXP & Aura Hybrid Integration
Avaya Experience Platform Contact Center Integration
Whether you run Avaya Experience Platform in the cloud, Aura on-premises, or both mid-migration, ResolveCX joins voice and digital interactions into one governed complaint record with Ofcom ADR deadlines enforced automatically.
Avaya Experience Platform + ResolveCX
Capabilities are configurable. Contact us to discuss your setup.
How it works
Four ways ResolveCX and Avaya Experience Platform work together
Two routes in: AXP REST APIs or Aura CTI
Avaya estates rarely look alike. Cloud-first organisations connect ResolveCX to Avaya Experience Platform through its open REST APIs; long-standing Aura installations use a CTI adaptor for screen pop and interaction data instead. Mixed estates mid-migration can run both routes side by side, so complaint records stay continuous while telephony moves.
SAML single sign-on and OAuth-secured API traffic
Agent and supervisor access to ResolveCX can federate through your existing SAML identity provider, matching how Avaya workspaces are typically secured in enterprise estates. Server-to-server calls between ResolveCX and AXP use OAuth client credentials, keeping the API surface auditable and revocable independently of user accounts.
Voice and digital channel objects on one complaint record
AXP exposes interactions across voice, email and messaging channels. ResolveCX links each of these engagement records to a single complaint, so a grievance that starts on a phone call and continues over email is one case, not three. The interaction fields available depend on your AXP licence tier — we confirm the mapping during scoping.
The Ofcom angle: telecoms complaint handling on Avaya
Many Avaya customers are communications providers themselves, which puts them under Ofcom's complaints code of practice. ResolveCX tracks the eight-week ADR letter obligation, deadlock letter issuance and accessibility requirements against the Avaya interaction that opened the case, producing the evidence trail Ofcom expects during a compliance review.
Common questions
Questions about Avaya Experience Platform and ResolveCX
Ready to bring resolution governance to your Avaya Experience Platform deployment?
We tailor every integration to your setup. Talk to us about what you need.
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