Exceed your customers’ expectations with the Avaya Oceania Solution.
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.
- 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.