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.
- 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), 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 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.
Avaya Oceana Workspaces