How does ResolveCX connect to Avaya Experience Platform?

Through AXP open REST APIs and OneCloud webhook events, following Avaya DevConnect API patterns. Avaya contact events trigger case creation, status updates and compliance timers in ResolveCX. The Avaya Aura CTI adaptor handles the agent desktop screen pop. Every setup is slightly different - contact us to talk through yours.

Does ResolveCX work with both Avaya Aura and AXP cloud?

Yes. The case management layer can work across both Avaya Aura on-premises environments via CTI adaptors, and Avaya Experience Platform cloud through its REST APIs. The exact capability set depends on your Avaya deployment. Get in touch to discuss.

How does the compliance tracking work for Avaya cases?

Compliance timers - for frameworks like FCA DISP, Ofcom or CQC - can be applied automatically at the point ResolveCX receives an Avaya case creation event. Acknowledgements, deadline alerts and audit trail export are all handled within ResolveCX.

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CCaaS Integration Guide

Avaya Experience Platform Contact Center Integration

ResolveCX adds structured case management, SLA enforcement and compliance audit trails to Avaya Experience Platform deployments. Every contact gets a governed case record, whether it comes through Avaya Aura or AXP cloud.

AXP Open APIsAvaya Aura CTIDevConnect CompatibleCompliance Tracking

Avaya Experience Platform + ResolveCX

Cases created from IVR and queue events

Case panel in the agent desktop

Governed front-to-back-office handover

Compliance deadline tracking built in

Capabilities are configurable. Contact us to discuss your setup.

How it works

Four ways ResolveCX and Avaya Experience Platform work together

01API Integration

IVR and queue events become cases automatically

AXP open REST APIs and IVR webhook events can trigger ResolveCX case creation the moment a caller deflects, requests a callback, or hits a defined routing point. The case is pre-filled with available Avaya contact data before any agent picks up.

02Agent Desktop

A case panel inside the Avaya agent desktop

Via the Avaya Aura CTI adaptor and ACE/Oceana integration framework, agents can see a ResolveCX case panel alongside their native Avaya interface. SLA timers, case history and escalation options are visible without switching applications.

03Escalation

Governed handover from frontline to back office

When a case needs compliance, legal or operations involvement, ResolveCX records the handoff with named ownership, a timestamp and a separate SLA clock. Back-office teams get the full case context rather than an unstructured email forward.

04Compliance

Compliance deadlines tracked from the first Avaya event

FCA DISP, Ofcom, CQC and ISO 9001 timers can be applied the moment ResolveCX receives an AXP contact event. Acknowledgement dispatch, breach alerts and a complete audit trail become part of the normal case-handling workflow.

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.

Start Resolving. Not Tracking.

See how ResolveCX helps teams manage cases, escalations, incidents, and customer issues with greater speed, accountability, and control.