Avaya introduces digital communications experience solution

Avaya is making customer experience a top priority with the release of Oceana, a multi-touch customer engagement solution for testing and future-proofing digital experiences for businesses.

Oceana is being supported in the market with two Avaya products: Ocenalytics, the networking and collaboration vendor’s modular analytics and reporting platform. And, Oceana Workspaces similar to a dashboard enables for the creation of digital workflows through dragging and dropping items. Avaya said uses would not need to learn any type of programming to accomplish this task in Oceana Workspaces.

Avaya accompanied the release of Oceana with at statement: “Avaya announced the end of the technological tyranny that prevents companies from simply designing journeys that align customer needs with company strategies.”

According to Avaya figures, close to 90 per cent of enterprises are working through some kind of digital transformation.

Mary Wardley, the vice president of CRM applications research at IDC, said Avaya’s unveiling of Oceana comes at a time when more and more companies look to customer experience as the “true north” of their digital transformation strategy. “Avaya Oceana offers the means to organizations to enhance the customer experience by understanding, responding to and orchestrating appropriate journeys,” she said.

The Oceana solution was built on Avaya Breeze platform. Breeze is an app development tool. Oceana is able to process Avaya and non-Avaya systems. It also a media agnostic solution that supports multiple customer devices including phone, mobile device tablets either iOS or Android, desktop (Windows and Mac) as well as kiosks. It can also connect across channels in the supply chain.

Oceana preserves rich context from all customer touch points and uses attribute-based matching to manage customer interactions. It defines business rules by priority, segment, and behaviour to pair customers to the right agents and resources.

Visualization is a key part of the Oceana offering as it can feed into any existing modern visualization tools such as MicroStrategy Inc., Oracle, SAP and Tableau Software’s visualization tool all through Oceanalytics.

The initial phase of Avaya Oceanalytics offering Collector Snap-ins for Avaya Elite, Experience Portal and Avaya Aura Contact Center and Proactive Contact will be available in the third quarter of this year. Globally Oceana will be out in the fourth quarter of 2016.

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