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Avaya Aura Contact Center Database Integration Wizard: Part Two, Data Exchange

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Executive Summary

In Part 2, Data Exchange, of this series on the Avaya Aura Contact Center Database Integration Wizard you will see how to use the SEND REQUEST and GET RESPONSE operations so that customer information collected during the call to the contact center system can be exchanged with a backend database. This technique can extend the decision making, call screening process to ensure that a caller reaches the optimal skill set or agent to improve efficiency and customer satisfaction.

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