A Seamless Customer Experience
To make sure customers get the right experience, Avaya Oceana uses attribute-based matching to route interactions to the right resource the first time. Here's a quick overview of how Avaya Oceana enables a seamless customer experience.
Linda is heading out of town on an important business trip and receives your timely email about upgrading her travel account. On the upgrade landing page, she accepts the automated chat option and fires off a series of questions.
To make sure Linda gets the right customer experience, Avaya Oceana uses attribute based matching to seamlessly transition Linda's chat session to Rita, the agent you trained specifically to handle these upgrades. That's customer experience in a multi touch world, an entirely new way to design, deliver and manage your customer engagements.
That's Avaya Oceana. Experience is everything.