Avaya Oceana® Solution

Avaya Oceana® Solution

Exceed Your Customers’ Expectations

  • Create a Digital Experience that Drives Customer Loyalty
  • Give Agents Tools & Context for Better Customer Interactions
  • Use Your Data & Analytics to Drive Better Business Outcomes

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Exceed your customers’ expectations.
Your customers demand exceptional, personalized experiences—every time. Avaya Oceana, our comprehensive omnichannel solution, gives you the insights and tools you need to keep them happy and coming back.

Use real-time 360º data to fuel smarter decision-making, enhance agent-customer interactions, and drive loyalty. Optimize operations with seamless system and workflow integrations, and cultivate new opportunities with prepackaged and customized options. Choose the deployment option that best suits your needs—on premises, in the cloud, or hybrid—and leverage our extensive expertise to design, implement and optimize your solution.

Any Device, Any Channel, Every Interaction

Provide customers with the perfect experience, enabling them to use any device—mobile, web, phone—at any point in their interaction. Preserve context throughout their journeys by capturing all interaction data. Combine past interaction info from your existing systems with real-time experience data from Avaya Oceana. Then pair customers with the right agents and resources using attribute matching. Transitions are seamless—agents will have the right knowledge, so there’s no need to ask customers to repeat themselves.

Deliver Omnichannel Customer Experience

Avaya Oceana™ Workspaces for agents and supervisors lets you evaluate and enhance your customer experience in real time. Context across all channels keeps your team engaged and one step ahead as they serve customers. Oceana Workspaces delivers customer information from multiple sources in a consolidated desktop view, which lets agents personalize the customer experience across any channel. Co-browse to provide guidance or assist with web forms. Deploy chatbots, and leverage automated prompts. Respond to inquiries on any channel—use context across every channel. View and interact with customer journey maps. Oceana Workspaces is intuitive and easy-to-use, so you’ll even save on your training budget.

We put communications into the applications, browsers, and devices you use every day. We create a single powerful gateway for calling, messaging, conferencing, and collaboration. We give you a more natural and efficient way to connect, communicate and share—when, where and how you want. With Avaya Equinox, communication capabilities follow as you move from device to device. You can easily access your contact lists, click to call, start a video session, or schedule and join a meeting—all from the same familiar and intuitive user interface on your device or desktop of choice.

Analytics for Your Omnichannel Environment

Avaya Analytics 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.

Get Expert Help to Create Your Differentiated Customer Experience

Transform your customer engagement vision and strategy into reality with our award-winning Professional, Managed and Support Services. Services range from communications initial planning and design, to seamless implementation, to integration and ongoing optimization. Rely on Avaya experts around the world to help you improve performance and ROI, reduce risk and TCO, accelerate time to market, and supplement IT staff.

Virtualization means the end of proprietary servers and significant reductions in hardware, power consumption, and space requirements. VMware, Amazon Web Services, IBM Bluemix, and Nutanix deployments are all supported. Our Appliance Virtualization Platform is a turnkey solution. And our Suite Licenses give you a complete set of unified communications capabilities in a simplified package tailored to different users’ needs.

Easy Applications Development

Give your agents, supervisors, and employees access to the exact information they need, when they need it, how they need it.

Using the Avaya Breeze™ Client SDK, you can create unique Avaya Oceana client applications, integrated workflows, and customized agent and supervisor desktop interfaces—like we did for Avaya Oceana Workspaces.