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 or caller's CLID; queue calls in an ACD; collect information using the IVR capability; take messages; send SMS and emails; and so on.

Use Interaction Architect to design interaction flows using these applets to create an enjoyable and efficient customer experience.

Interaction Architect has a new name, reflecting that you can route interactions from several different channels—emails, SMSs, calls, and so on—and not just calls.