Avaya Oceana Solution: Redefine Your Managers’ Experience
See how the Avaya Oceana Solution captures the data and converts it into clear actionable insights.
Next, we'll look at how these interactions are observed from the manager's perspective. It's all about using data to quickly identify trends and create repeatable success. Here is Amber, Ally's business manager. She is extremely interested in the the performance of the teams across all lines of business. With data continually compiled and analyzed by Oceania Linux, Amber has noticed something that has peaked her interests.
A high revenue interaction with the shorter than average sale cycle. But also that it was accomplished by one of her newest business development consultants, Ally. And one with a new customer. Intrigued, Amber wants to learn more about the success and ensure that it wasn't a anomaly. Since Ally has been in this role for a few months and the sale was to a new customer Amber decides to begin her investigation by looking at Ally's performance specifically.
Amber sees at the sale closed within the past eight days so decides to start by looking at Ally's performance over the last 30 days. Here, Amber sees that Ally has good performance metrics aligned to some of her more seasoned peers. In fact, Ally is one of the top five performers.
Amber decides to further explore how Ally is performing today, at this instant. She looks at Ally's current work state. Amber also looks at the account state of Ally's other opportunities. Amber doesn't see anything out of the ordinary and will now take a closer look at the specific sale in that customer's journey.
She located Ally's accounts and drills down to Nick's customer journal. Amber wants to investigate touch points along his journey. She wonders what Nick selected from the web. Amber sees it's one of the recent articles published on cloud based ERP systems. In fact it was the article published just a few days before Nick downloaded it.
This is valuable information, as Amber will leverage this article as part of an outbound campaign Amber moves on to the chat session. Notice in the transcript from the chatbot session Nick had in the exchange with Ally. The chatbot did its job well. And the most appropriate resource, Ally, was located.
Most importantly, Amber see that Ally used the context provided from the Chatbot conversation and the article Nick downloaded to recommend subscriptions in the upcoming webinar. Not only did Ally promote the upcoming webinar, but she also completed the registration form with Nick. This co-browse session permitted Ally to offer Nick a demonstration prior to the webinar, which he agreed to.
Plus, the information was gathered, analyzed, and packaged so that inside sales could quickly convert Nick's interest to intent, and ultimately, a sale. Amber reflects on Ally and the best practices she followed. She leveraged contextual information, gathered from the customer for a personalized experience, the article downloaded in the chatbot conversation.
She utilized proven suggestion responses presented during her chat session with Nick. She exploited the tools that are literally at her fingertips, co-browse and collaboration. It was during the co-browse session that Ally uncovered Nick's wish for the webinar being sooner, rather than later. And by easily collaborating with Jen, Ally was able to meet, perhaps even exceed, Nick's expectations.
Nick's journey won't end with a set, his post sale relationship will be data-driven, only channel and highly personal. His service team will know him, and upselling moments will be relevant to Nick and profitable, and all of this, of course, helps attract and nurture digital natives. We observed a business manager using powerful real-time data, and visualization of a customer journey.
In this example the business manager was able to quickly identify a performance issue, in this case high level performance, that she can dissect, reward, and replicate. The result, more motivated informed customers. More satisfied, engaged, productive, and loyal business development consultants, and ultimately shorter time to revenue. That's what Avaya Oceana is all about.
An entirely new way to design, manage, and deliver faster more profitable customer experiences. Thanks for watching.