Voice

A customer service channel where customers request support through voice. This includes PSTN Voice and Web Voice. In Avaya Oceana®, voice capabilities are delivered through a Call Center Elite voice feature known as Adjunct Route.

Voice calls are routed to Avaya Oceana® agents. Routing of voice contacts can be split between standard Call Center Elite skill-based routing and Avaya Oceana® attribute-based routing as follows:

Calls handled by skills-based routing queues to the existing Call Center Elite skills.

• Call Center Elite agents handling skills-based calls use their existing telephones, such as Avaya 9600 Series IP Deskphones and existing desktop, such as Avaya one-X® Agent, Avaya IC client, and Avaya Aura® Call Center Elite Multichannel desktop.

• Call Center Elite supervisors use Avaya Call Management System for real-time and historical reports.

Calls handled by Avaya Oceana® attribute-based routing goes to a Call Center Elite Call Vector for Avaya Oceana® calls.

• Call Vector provides wait treatment.

• Call Vector makes an Adjunct Route request to Avaya Oceana®, which responds with a Direct Agent ID. This means Oceana® selects the best agent based on caller context and need and the vector routes to that agent.

• Avaya Oceana® agents handling attribute-based calls use Avaya Workspaces for call control and their existing telephone, such as Avaya 9600 Series IP Deskphones, to receive the audio.

• Add agent initiated co-browse to an existing voice session – when in a voice call with a customer, the agent can opt to start a co-browse session with that customer.

• Avaya Oceana® supervisors use Avaya Analytics™ for real-time and historical reports.

Chat

A customer service channel that supports chat communication embedded within a website or a mobile application. Avaya Oceana® supports end-to-end webchat. This channel can include BotConnector for automation that requires an additional Avaya Automated Chat Service subscription, or you can use third-party Chat engines. BotConnector enables customers to address repeat or simple engagements with an automated response. Customers using this option can see increased efficiency in their contact center operations by allowing some interactions to be handled without agent involvement. Customers must write their adapters to use third-party Chat engines.

Chat messages are routed to Avaya Oceana® agents.

Email

A customer service channel where customers request support through emails sent by the company. Avaya Oceana® email capabilities offer replies that can be sent directly to the customer through auto-acknowledgments or delivered to agents as suggested responses for their review before sending. Avaya Workspaces presents users with basic email functionality to enable easy responses to customer emails. Avaya Oceana® supports POP3 and IMAP for email retrieval.

Emails are routed to Avaya Oceana® agents.

Avaya Oceana® Email Service does not support Email Source Routes. This email format is outdated. Configure Avaya Oceana® Email Service to treat the Source Routes emails as SPAM messages. Do not address the Source Routes emails to the mailboxes monitored by Avaya Oceana® Email Service.

SMS

A distinct interaction type in Avaya Oceana®. SMS messages fall between chat and email in terms of urgency. SMS messages are handled through chat UX. From a reporting perspective, SMS is treated as a channel.

SMSs are routed to Avaya Oceana® agents. This can include BotConnector before routing to the agent.

To support SMS, Avaya provides the following option:

• SMSVendorSnapin: To test SMS functionality without using a physical handset. SMSVendorSnapin uses the same REST messages that any third-party uses. It does not use live SMS traffic. It simulates sending new messages to the Contact Center and logs the responses instead of sending them to customer numbers.

Social Media

A customer service channel where customers can route, report, and present social interactions to agents using Avaya Workspaces. Integration with Avaya Messaging Automation connects various social media platforms, such as Facebook and Twitter.

Social messages are routed to Avaya Oceana® agents. This can include BotConnector before routing to the agent.

Messaging

A customer service channel that supports communication between the customer and agent over an extended period through WhatsApp or a custom chat-like interface. The communication between the customer and agent does not require live availability of either of them. Organizations can enable Messaging in their applications for a customer to submit queries. After submitting the queries, the customer can close the application. The customer does not have to wait for an immediate response. When an agent responds, the device notification alerts the customer about the response from the agent. When the customer opens the application, the application shows the conversation and enables the conversation to continue seamlessly.

Conversions done through the Messaging channel contain engagements over an extended period. The full conversation remains visible to all participants. Messaging conversions are supported through In-App Messaging, Facebook Messenger, Twitter DM, and WhatsApp.

The Messaging channel supports sharing of rich media content such as images, carousels, list pickers, and location requests. Therefore, Avaya Workspaces includes a new and custom widget to support rich media content.

Messaging interactions are routed to Avaya Oceana® agents.

Video

A customer service channel where customers request support through video. Avaya Oceana® supports WebRTC video as an incoming channel for routing and agent selection. It enables customers to contact the enterprise from a Chrome browser while browsing their website or from within their smartphone iOS and Android applications. Note that other browsers are not supported in this channel of interaction.

Currently, an agent configured to receive video can also support or enable to support a voice channel (PSTN or WebRTC).

Video calls are routed to Avaya Oceana® agents.