Avaya advances the customer journey through new cloud offering
Avaya Oceana enables enterprise customers to manage and deliver personalised customer experiences
Avaya is helping organisations advance their customer offerings towards a digital transformation through its new Customer Engagement Cloud solution.
The cloud solution is built on Avaya Breeze but also combines Avaya Oceana for the omni-channel customer engagement aspect, allowing organisations to adopt and integrate new digital technologies through hybrid, public and private cloud offerings.
The Avaya Oceana offers agents a visual and chronological map of the customer journey with the opportunity to drive further business. It provides full interaction through virtual reality, artificial intelligence technologies to human connections.
The agents can also make use of workflow automation and analysis through Avaya Oceanalytics, plus tighter integration between Avaya Oceana and Salesforce Service Cloud as channels are managed from a one interface.
With the Avaya Customer Engagement Cloud solution, organisations are able to transform the customer experience and develop long-term engagement plans to continue the digital journey.
Savio Tovar Dias, senior director - Sales Engineering, Avaya, Asia, Middle East, Africa & Turkey, said: "There are really three things that we look at as key to transforming service interaction: connectivity to serviced things, context, and frictionless engagement.
"With our rollout of Avaya Oceana, we're focused first on automation technologies to greatly enhance the customer experience and gain insight into the customer journey. Once we know the product, the conversation, and the customer journey, we use Oceana's attribute-based matching to bring the right people and content to the engagement."