About Avaya Interaction Center (AIC)
Interaction Center is the Avaya Customer Interaction Suite software platform for enterprise class management of multimedia communications: voice, video, email, web chat, and IP telephony.
What’s New With This Release
SIP Services is an optional configuration within Interaction Center 7.1 foundation software. It introduces SIP within the context of a true multi-channel contact center environment. Advanced Interaction Center capabilities for routing, integration, context delivery, and reporting are used within a full end to end SIP solution.
Business Benefits
• Optimize customer experiences and agent effectiveness and efficiency
• Uniformly support any end customer preferred media – voice, video, email, web, SMS, self service
• Utilize enterprise business rules and customer segmentation data to define contact treatment and achieve service level objectives
• Centralize management and administration of business rules, workflows, agents work items and task loads
Source: http://support.avaya.com