Avaya Oceana™ Solution

Deliver the Experience Your Customers Expect

Avaya Oceana Solution

Avaya Oceana Solution Video1:09

Create a Rich Omnichannel Customer Journey Fit for this Digital Age

Cultivating the ultimate customer journey means planning and personalizing every step and possibility of customer interactions with your company. Our new groundbreaking customer engagement software, the Avaya Oceana Solution, is purpose built as a single omnichannel solution for complete integration and management of traditional phone and digital channels.

Take a 360° look at your customer contact world and address channels, customer routing, resource matching, data captures—every detail. Analyze and track behaviors, requests, customer satisfaction scores—everything you worry over. Get real-time, fully meshed insights into what’s going on with your customers:

  • Manage engagement across any device or channel, including voice, chat, video, email, co-browse, SMS, social
  • Gain omnichannel awareness and collect context from each customer interaction
  • Capture and capitalize on big data across your entire enterprise

Oceana can equip you to make smarter business decisions that help drive satisfaction and improve loyalty. And with Oceana, you enhance and expand contact center functionality at your own pace, adding digital channels when you need them. Avaya voice contact center customers can easily evolve to next-gen digital customer engagement while protecting their existing infrastructure investments.

Seamlessly Serve Your Customers across Every Channel

Seamlessly Serve Your 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

Personalize Your 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

Pack the Punch of Powerful Analytics for Your Omnichannel Environment

Avaya Oceanalytics™ Insights help 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

Extend Oceana Capabilities with 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 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.

Avaya Breeze™ Platform
Escape From The Server Room
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Digitally Transforming the Customer Experience—From What You Have to What Customers Expect

Digitally Transforming the Customer Experience—From What You Have to What Customers Expect

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