Avaya launches multi-touch customer engagement solution

Avaya Oceana to enable visualisation of the customer journey across all touch points
89 percent of businesses today expect to compete primarily on the basis of customer experience—up from 36 percent just four years ago. (Image source: Shutterstock)
89 percent of businesses today expect to compete primarily on the basis of customer experience—up from 36 percent just four years ago. (Image source: Shutterstock)
89 percent of businesses today expect to compete primarily on the basis of customer experience—up from 36 percent just four years ago. (Image source: Shutterstock)
89 percent of businesses today expect to compete primarily on the basis of customer experience—up from 36 percent just four years ago. (Image source: Shutterstock)

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Avaya has launched a host of products and features to create multi-touch communications capabilities with a contextual, 360 degree view of the customer. The latest innovations include new products, common client SDKs, networking and security enhancements, and a new subscription pricing model.

Avaya Oceana is an extensible, software-based solution for multi-touch customer engagement built on the Avaya Breeze Platform. It delivers attribute-based matching, 360 degree context management, visual workflow automation for customer journey mapping and support for voice and digital channels including text chat (automated and assisted), SMS, web, social, voice, video, co-browsing. Additionally, it is customisable and interoperable with other vendor platforms.

New roles-based desktops called Avaya Oceana Workspaces give agents and supervisors one workspace for all customer touch points. Avaya Vantage is an all-glass, touch screen desktop device with optional handset with hands-free Bluetooth capabilities.

Avaya Oceanalytics is a modular and extensible analytics and reporting platform that provides a comprehensive view of customer events across all sources, including Avaya and non-Avaya systems and ease to add any other data sources as needed.

The new Avaya pricing model option provides the flexibility of monthly Opex billing, bundled with support services and rights to future features and enhancements for the life of the subscription.

In addition, the vendor introduced a single client SDK and enhancements to its networking security and mobility functionalities.

Gary Barnett, SVP and GM, Avaya engagement solutions said: "Customer engagement technology of the past has been restricted to the domain within the contact center; however, the customer journey goes well beyond that. With today’s announcements, we demonstrate Avaya’s ability to collect information and unleash its potential through our latest innovations and networking technologies to guide and nurture the customer journey. The contact center of the future will create amazing experiences for both customers and the agents using the technology. This is what Avaya is delivering."

The initial phase of Avaya Oceanalytics offering Collector Snap-ins for Avaya Elite, Experience Portal and Avaya Aura Contact Center and Proactive Contact will be available in Q3 2016 globally and Avaya Oceana will be available in Early Q4 CY2016 globally.

 

 

 

 

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