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Avaya Oceana™ Solution

Overview

The Avaya Oceana™ Solution provides true multi-touch customer engagement, encompassing complete integration and management of phone and digital channels. The solution is built on the Avaya Breeze™ Platform, and includes the Avaya Aura® Platform, Avaya Aura Contact Center Elite, and other new and existing Avaya components.

Highlights

  • Supports Web, email, SMS, voice, assisted and automated chat, and fax communication channels.
  • Multi-touch capabilities are provided by Avaya Breeze snap-ins, including Context Store, Work Assignment, Co-Browsing and Chatbot.
  • Other components of the solution include the Avaya Aura® Platform (telephony and SIP routing), Engagement Designer (customer journey workflows), Call Center Elite (voice), Experience Portal (front-end automated service), Control Manager (agent, etc. administration).
  • Includes Android, iOS and JavaScript SDKs and APIs that enable the development of customer-side assisted chat and WebRTC voice clients.
  • Process workflows can be defined graphically, using Engagement Designer and Orchestration Designer.
  • Avaya Oceanalytics™ Insights provides next generation reporting and analytics across the Avaya Oceana Solution.
  • Avaya Oceana™ Workspaces is the new, browser-based, multi-touch desktop client for agents and supervisors.
  • The Avaya Breeze Client SDK allows customers and third-party developers to build specialized clients.

Release News

Latest Release

Featured Resources