Oceana

Oceana

Deliver the experience your customers expect
True multi-touch customer engagement for increased loyalty, retention and lifetime value to your organization.
Avaya Oceana comes to you “out of the box” with complete, integrated, multi-touch support. This means it supports all media, including e-mail, chat, SMS, intelligent chatbot, cobrowse, social media and video — just what you would expect from a nextgeneration multimedia omnichannel solution — across various devices.

Avaya Oceana integrates seamlessly with other Avaya customer engagement solutions and third-party apps. It enables you to deliver a unified omnichannel experience that is integrated at both the channel and data levels. With this foundation, you gain unprecedented flexibility to customize workflows. It’s no longer about building routing rules. It’s about designing and executing business strategies that deliver optimal customer experiences and produce superior outcomes, leveraging resources across your enterprise rather than just in the contact center.

Omnichannel solution

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.

360° look

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.

Big data

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, smarter decision making, which can help drive customer satisfaction and improve customer loyalty.