Interaction Architect (previously called the Call Plan Architect) is made up of a series of modules that you can use to create the caller experience and to route interactions. Use the vast range of CTI capabilities—applets—to make announcements; route interactions according to the time of day , callers CLID, or geographic regionor caller's CLID; queue calls in an ACD; collect information using the IVR capability; take messages; send SMS and emails; and so on.
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