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 Call Center Elite, and other new and existing Avaya components.
- Supports Web, email, SMS, voice, video, 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 BotConnector.
- 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), Avaya Proactive Outreach Manager (outbound campaigns), Control Manager (agent, etc. administration).
- Process workflows can be defined graphically, using Engagement Designer and Orchestration Designer.
- Avaya Analytics Insights provides next generation reporting and analytics across the Avaya Oceana Solution.
- Avaya Workspaces is the new, browser-based, multi-touch desktop client for agents and supervisors.
- The Avaya Client SDK allows customers and third-party developers to build specialized clients.