Unified agent desktop
Voice, web chat, customer history, CRM screen-pop and wrap-up — handled on one screen. No tab-switching, no lost context.
Omnichannel Contact Centre · Avaya IP Office
Every customer conversation, on one platform.
iConnect turns your existing Avaya IP Office into a full omnichannel contact centre — unifying voice and web chat on a single agent desktop, with no rip-and-replace.
On-premise & HA-ready
No telephony replacement
Channels unified
Voice
Web Chat
WhatsApp
Email
Social media
Outbound
What iConnect does
One platform. Every channel. Every insight.
Everything a modern contact centre needs — a unified desktop, native voice control, real-time supervision and deep reporting — running on the Avaya IP Office you already own.
Native Avaya IP Office
Deep, native Avaya IP Office integration uses your existing PBX, extensions and hunt groups. Inbound ACD routing, with IVR built in Voicemail Pro.
Voice & digital channels
Inbound ACD and click-to-dial outbound with full call controls, plus digital channels — web chat, WhatsApp, email and social — all handled from one agent desktop.
Real-time supervisor suite
Observe, Barge-In and Whisper on both voice and chat. Live queue monitoring, custom wallboards and force logout — all in one dashboard.
Reporting & analytics
14 pre-built reports plus a no-code Custom Report Builder — from cradle-to-grave interaction detail to board-level SLA summaries. Export to CSV & Excel.
CRM integration
Native Salesforce connector, universal REST API builder and URL screen-pop for any web CRM, with smart contact deduplication.
Built for Avaya
Native to Avaya IP Office — not bolted on.
iConnect integrates directly and natively with Avaya IP Office — real-time call control that leverages your existing PBX, extensions and hunt groups. No middleware, no telephony replacement.
Already on Avaya? iConnect unlocks the full ACD and CTI capability you've already paid for.
01
Avaya native integrationReal-time call control, user and group sync and hunt-group management — natively on IP Office.
02
Inbound ACD & IVRIntelligent routing from IP Office hunt groups; IVR call flows built in Voicemail Pro.
03
Screen-pop on answerCustomer history and CRM record surface the moment a call connects.
04
Custom REST API integrationTrigger any external system in real time from CTI events — call ringing, answered or ended.
Deployment
On-premise, on your infrastructure.
iConnect runs on your own servers via containerisation — full data sovereignty, no mandatory cloud dependency. Choose the topology that fits your scale.
Simplex
Single-server deployment
A streamlined single-node install alongside your Avaya IP Office ACD — ideal for straightforward contact-centre rollouts.
High availability
Multi-node cluster, automatic failover
Primary/Secondary IP Office high availability with automatic failover and clustered data replication across servers — so a single server outage never interrupts the contact centre.
Get in touch
Talk to the iConnect team.
Tell us a little about your requirement and we'll get back to you within one business day — a live demo runs on a real Avaya IP Office environment, configured with your queues and scenarios.
Send us an enquiry
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