Avaya Global Support Services

2500+ Employees
Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Services

“Oceana integrates all the interactions with a customer 
and everything you need right on a single screen, 
at your fingertips.”

-John Heckard, Service Coordinator

Benefits

Increased Productivity
Enhanced Collaboration
Improved Customer Service

AVAYA GLOBAL SUPPORT SERVICES USHERS IN A NEW WAVE OF CUSTOMER ENGAGEMENT

Avaya’s Own Support Organization Channels the Power of Avaya Oceana

Just a few years ago, John Heckard, a 19-year veteran of Avaya, advocated for equipping Avaya support engineers with multiple monitors to juggle all the applications and support channels they use to deliver service. But today, Avaya Oceana™ has changed that.

“Oceana integrates all the interactions with a customer and everything you need right on a single screen, at your fingertips,” explains Heckard, Service Coordinator with Avaya. “I can see the customer’s records while sending SMS or email, without having to toggle back and forth. It’s like having picture-in-a-picture on your TV.”

This seamless merging of applications into a single display is just one of the ways that Avaya Oceana has transformed how Avaya Global Support Services (GSS) meets customer needs. With Oceana, GSS enters a new era of customer engagement, one where agents are empowered with contextual communications and real-time analytics, and customers truly choose the way they want to interact.

CHALLENGES

  • To deliver omnichannel support, agents had to toggle back and forth between applications.
  • Understanding the customer’s steps prior to reaching an agent required looking at transcripts and weblogs, or asking the customer, which took valuable time.
  • Analytics appeared as facts and figures, which were tough to read at a glance.

VALUE CREATED

  • Agents see all applications and channels in a single desktop view, enabling faster resolutions.
  • With a visual understanding of the customer’s support journey, agents pick up the conversation exactly where the customer is.
  • Avaya Oceanalytics presents reporting in simple-to-understand charts and graphs.

A Seamless Experience for Agents, Customers

At Avaya, customer support has come a long way from the voice-only call centers of the ‘90s, evolving through email to web support to the age of social media. Like its customers, Avaya’s support group had to take the next step in the way it delivers service in order to meet customers where they are – and to understand where they have already been in their support journey.

“To continue to transform, we need to change the way we engage with customers,” says Mike Sale, Director of Online Engagement at Avaya. “We need to understand who the customer is, what products they have, and the status of those products. Customers expect that we have that information and are able to help them without them having to jump through hoops.”

GSS, which supports a global customer base across all Avaya solutions, has long relied on Avaya solutions. For the next step in its evolution, GSS turned to its own Avaya Oceana, an omnichannel customer engagement solution. Email, voice, SMS and chat reside in one workspace for agents, for a more seamless experience for customers and agents. Before Oceana, agents had to toggle back and forth between applications as they assisted customers.

Troubleshooting Collaboratively in Real Time

With the move to Oceana, GSS also gained co-browsing capabilities that allow agents and customers to navigate a site collaboratively. If a customer encounters difficulty during registration, for example, the agent can kick off a co-browsing session that enables the agent and customer to see the customer’s screen, and gives browser control to either. Oceana even masks fields containing sensitive information.

With co-browsing, customers and agents can arrive at a resolution more quickly and with less frustration. As a bonus, agents know exactly where customers are encountering problems and can pass along recommendations for improvement.

Reducing Rediscovery

Oceana also tackles one of the more frustrating aspects of a customer’s experience – having to repeat information to the agent. Oceana addresses this head-on by giving agents a visual representation of the customer’s journey leading up to reaching that engineer. Whether the customer was previously browsing documentation, or speaking with another agent, the current agent can see that progression and pick up right where the last step left off – without having the customer waste time reiterating information.

“Oceana allows the agent to visualize the customer’s journey at a glance, without having to go through transcripts or weblog,” Sale says. “That summarized view lets the agent to continue the conversation with the customer, as opposed to starting over or pointing the customer back to a resource they just came from.”

Visual Analytics in a Single Desktop View

Oceana additionally delivers at-a-glance analytics to inform decisions in real time with Avaya Oceanalytics. At all times, managers have a view into the state of the organization, including available agents, types of interactions and volume of interactions. While managers had access to that information previously, it wasn’t in such a graphical format. Oceanalytics displays data in a single desktop view.

“Oceanalytics is much easier to read, with charts and graphs for a rapid understanding of the state of the call center,” Sale says.

“Oceana allows the agent to visualize the customer’s journey at a glance, without having to go through transcripts or weblog. That summarized view lets the agent to continue the conversation with the customer, as opposed to starting over."

—Mike Sale, Director of Online Engagement, Avaya

 

Expediting Resolution

With Oceana, GSS removed barriers that slow down service, speeding resolution and reducing costly downtime for customers. And Oceana simplifies the omnichannel support that customers have come to expect. “I really believe this empowers our agents to deliver exceptional service,” Heckard says.

Looking ahead, GSS managers look forward to rolling out additional capabilities with Oceana. Specifically, a digital call-back function gives customers the choice of engaging with an agent via any channel asynchronously.

“We’ve had Call-Back Assist before, but only using voice,” Sale explains. “With Oceana, if an agent with a very specific skill is not available when a customer calls, the customer can indicate they would like someone to get back to them via email, chat, voice or SMS. It allows the customer to get the best possible person available via their preferred channel.”

Also on the horizon, GSS will tie Oceana with Avaya’s EXPERT Systems™, a proactive remote monitoring tool. Through a Secure Access Link Gateway, Avaya monitors customer systems automatically and handles 99.96 percent of alarms programmatically. Automated messages ensure permission from customers before making any system changes. If EXPERT Systems cannot resolve an issue, it creates a ticket for an Avaya support engineer.

Through integration with Oceana, agents will be able to see tickets generated by EXPERT Systems on the Oceana desktop. At the same time, agents will see all EXPERT Systems activity in the customer journey map.

Sale also notes that GSS plans to expand its omnichannel support even further, with more emphasis on SMS and the addition of Chatbots. Regardless of the mode of interaction, customers can expect a consistent experience.

“In the current phase of support, customers choose the devices and channels they want to use as they engage with the enterprise,” adds Sale, “and we get contextual information without losing fidelity. Oceana enables us to have a more directed and specific engagement with our customers.”

About Avaya Global Support Services

Avaya Global Support Services delivers high-quality, timely product information; sophisticated support tools and processes; and knowledgeable and experienced technical experts across Avaya Professional Services, Consulting, Cloud Services and Managed Services.

CUSTOMER PROFILE
  • Headquarters:

  • United States

Avaya Global Support Services delivers high-quality, timely product information; sophisticated support tools and processes; and knowledgeable and experienced technical experts across Avaya Professional Services, Consulting, Cloud Services and Managed Services.

What our Customers are saying
"Oceana enables us to have a more directed and specific engagement with our customers."

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  • Mike Sale

  • Avaya

AVAYA SOLUTIONS DELIVERED
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