Avaya Oceana™ Solution

Avaya Oceana Solution

Deliver the experience your customers expect.

  • Cultivate the ultimate customer journey. The Avaya Oceana™ Solution lets you personalize every step and possibility of customer interactions with your company. This purpose-built single omnichannel solution gives you complete integration and management of your traditional phone and digital channels.

  • Take a 360° look at your customer contact world. Address channels, customer routing, resource matching, data captures—every detail. Get real-time, fully meshed insights into what’s going on with your customers: Manage engagement across any device or channel. Gain omnichannel awareness and collect context from each customer interaction.

  • Capture and capitalize on big data across your entire enterprise. Avaya Oceanalytics™ Insights breaks down the silos around traditional analytics tools. You’ll have rich visualization of data to fuel real-time, smarter decision making, which can help drive customer satisfaction and improve customer loyalty.

Seamlessly Serve Your Customers across Every Channel

Customers Across Every Channel

Provide customers with the perfect experience, enabling them to use any device—mobile, web, phone—of their choice, at any moment. Preserve context throughout their journeys by capturing all interaction data. Combine past interaction info from your existing systems with real-time experience data from Oceana. Then pair customers with the right agents and resources using attribute-based matching. Transitions are seamless: agents will always have the right knowledge—and there’s no need to ask customers to repeat themselves.

Personalize Your Omnichannel Customer Experience

Omnichannel Customer Experience

Avaya Oceana™ Workspaces for agents and supervisors lets you start immediately to evaluate and enhance your customer experience across each channel. Create visual customer journey workflows via drag and drop, without programming expertise. Assess a customer’s journey, evaluate needs, and follow prompting to give the best responses at the right times during an interaction. You’ll keep your team engaged and one step ahead as they serve customers. Plus, save your training budget—Oceana Workspaces is intuitive and easy to use, reminiscent of personal and mobile apps.

Pack the Punch of Powerful Analytics for Your Omnichannel Environment

Analytics for Your Omnichannel Environment

Avaya Oceanalytics™ helps you capture and capitalize on big data within and across your enterprise. Get customer and team analytics like you’ve never had before. Real-time and historical end-to-end insights into the customer journey, the customer experience, and your operational performance translate to you making best-informed decisions and having better business outcomes and results.

Extend Oceana Capabilities with Easy Applications Development

Easy Applications Development

Oceana is built on our Avaya Breeze™ Platform, which lets you quickly and easily create or embed rich, real-time communications capabilities into your customer journey. Combine Oceana with third-party or Avaya Snap-ins to build innovative and differentiated applications. Use our full Avaya Breeze™ Client SDK to create and deliver customer contact apps using any Avaya customer or team engagement capabilities—the Client SDK is great for building your own unique agent and supervisor desktops.

True Multi-Touch Customer Engagement

Avaya Oceana gives you a clearer, more complete view of your digital customers’ activities, so you can:

  • Increase agent productivity
  • Drive customer satisfaction
  • Differentiate your brand

Learn more >

Create Unforgettable Customer Service

Avaya Oceana powers the customer journey. Now you can personalize every customer interaction with your company.

  • Multi-touch customer experience
  • Context –rich agent environment
  • Seamless interactions and handoffs

See how it works >

Avaya Experts Blog on Customer Engagement

Our bloggers share viewpoints, knowledge and insights on fast-evolving technology and solutions for  customer engagement.

More Blogs >

Learn About Oceana at an Avaya Webinar

Introducing Avaya Oceana  Create & Manage Customer Journey-Driven Experiences

Introducing Avaya Oceana™

Create and manage customer journey-driven experiences.

Watch now >
Avaya Oceana™ Workspaces Focuses on How Agents Work

Avaya Oceana™ Workspaces

This virtual tour focuses on enhancing how agents work.

Watch now >
Build Your Reporting and Analytics Strategy with Avaya Oceanalytics™

Avaya Oceanalytics™

Get the most from your contact center data—build a reporting and analytics strategy.

Watch now >

Expand Your Knowledge with White Papers from Avaya

Critical Innovations Driving Future Experiences

Critical Innovations Driving Future Experiences

Create a seamless experience that’s enjoyable for the customer and easy for internal teams to deliver.

Get it now >
Customer Engagement Takes the Spotlight

Customer Engagement Takes the Spotlight

Learn about three pillars of customer experience and how to digitally transform your customers’ experience.

Get it now >
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

CRM Applications Will Fail Without Consideration of Customer Empathy

Customer empathy must be a key design consideration in game-changing technologies like AI and smart machines.

Gartner explains why >
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Ten Steps for Planning Your Customer Engagement Hub

For an end-to-end customer experience, IT leaders need to bridge organizational gaps and help build a customer engagement hub.

Read Gartner research >
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Embrace Unified Workspaces to Deliver on Your Digital Workplace Vision

Manage the massive number of mobile and BYO endpoints in your business with a new unified workspaces model.

Read Gartner research >

The Buzz on Avaya Contact Center Solutions

16 Consecutive Years
Avaya in the Leaders Quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure for the 16th Consecutive Year

Avaya in Leaders Quadrant of Gartner Magic Quadrant for Contact Center Infrastructure

Read the story >
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Avaya Oceana Delivers the Multi-Touch Customer Experience

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