Deliver the experience your customers expect. Cultivate the ultimate customer journey. The Avaya Oceana Solution lets you personalize every step and possibility of customer interactions with your company. This purpose-built single omnichannel solution gives you complete integration and management of your traditional phone and digital channels. Take a 360° look at your customer contact world. Address channels, customer routing, resource matching, data captures — every detail. Get real-time, fully meshed insights into what’s going on with your customers: Manage engagement across any device or channel. Gain omnichannel awareness and collect context from each customer interaction. Capture and capitalize on big data across your entire enterprise. Avaya Oceanalytics Insights breaks down the silos around traditional analytics tools. You’ll have rich visualization of data to fuel real-time and smarter decision-making.
Customers across every channel. Provide customers with the perfect experience, enabling them to use any device — mobile, web, phone — of their choice, at any moment. Preserve context throughout their journeys by capturing all interaction data. Combine past interaction info from your existing systems with real-time experience data from 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. Create unforgettable customer service. Avaya Oceana powers the customer journey. Now you can personalize every customer interaction with your company. Avaya Oceana includes multi-touch customer experience, context-rich agent environment, seamless interactions and hand offs. Critical innovations driving future experiences.
Avaya Oceana Advanced Tools For Agents
Omnichannel customer experience. Avaya Oceana Workspaces for agents and supervisors lets you start immediately to evaluate and enhance your customer experience across each channel. Assess a customer’s journey, evaluate needs, and follow prompting to give the best responses at the right times during an interaction. You’ll keep your team engaged and one step ahead as they serve customers. Plus, save your training budget — Oceana Workspaces is intuitive and easy to use, reminiscent of personal and mobile apps. Avaya Oceanalytics helps 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.
Experience Is Everything
Customer engagement is more than omnichannel. It’s delivering the best experience at every touch, on every device, and every time. Avaya Oceana is the next-generation in multi-touch, context-driven customer engagement solutions. It not only manages big data, it activates it. Because when it comes to delivering unforgettable customer service across every industry. Avaya Oceanalytics delivers powerful insights into the complete multi-touch customer experience through real-time processing and sophisticated analysis. Agent supervisors and company leadership can see the big picture of your customers’ journeys to quickly identify trends. Avaya Oceanalytics can help you turn context-rich data into actionable insights to deliver the best customer experience.