Avaya Oceana®

Provides enterprises the capability to seamlessly handle Voice, Web and Mobile Chat, Web Voice/Video, Email, Simple Messaging, Social Media, and Messaging channels using a single intelligent attribute-based call routing through a unified Agent Desktop.

Avaya Workspaces

Acts as an Out of Box Agent and Supervisor desktop application. It supports all features and controls necessary for agents to manage their contact availability states.

Avaya Analytics™

Provides next-generation reporting and analytics designed to provide deep and broad insights across the solution.

Avaya Control Manager

Acts as a central management portal for administering of Agents, Users, Work Assignment Attributes, Hunt groups, Skills, VDNs, and Tenants.

Avaya Breeze® platform

Provides the platform for deploying the Avaya Breeze® platform components.

Avaya Aura® Communication Manager

Acts as a telephony application that connects to private and public telephone networks, Ethernet LANs, and the Internet. Communication Manager organizes and routes voice, data, image, and video transmissions.

Avaya Aura® System Manager

Acts as a central management system that provides a set of shared management services and software management solutions to support deployments, migrations, upgrades, and updates to the suite of Avaya Aura® applications.

Avaya Aura® Session Manager

Acts as a SIP routing tool that integrates all SIP devices across the enterprise network.

To simplify the existing communication infrastructure, Session Manager combines the existing communication infrastructure by combining existing PBXs and other communications systems, regardless of the vendor, into a cohesive, centrally managed, SIP-based communications network.

Avaya Aura® Call Center Elite

Forms the core part of the solution and provides voice capabilities for Avaya Oceana®. Avaya Oceana® leverages Elite features such as RONA, Observe, and Calendaring.

Avaya Aura® Application Enablement Services

Leverages the capabilities of Communication Manager and provides an enhanced set of Application Programming Interfaces, protocols, and web services to corporate application developers, third-party independent software vendors, and system integrators.

Avaya Experience Platform™ (Public Cloud Workforce Engagement)

Provides many services that can be installed on single or multiple servers. Each of these services is defined as a server role. For example, Contact Database, Framework Applications, and Avaya Contact Recorder server role.

Avaya Workforce Engagement Select

Works with Avaya Oceana® to provide call recording features of Avaya Workforce Engagement Select.

Avaya Oceana® Cluster 1

Unified Collaboration Administration

Stores the configuration information entered in Avaya Control Manager and makes this information available to the other multicenter applications as required. The configuration information used by Unified Collaboration Administration consists primarily of the resources, that is, agents, and is managed by Avaya Oceana®.

Unified Collaboration Model

Acts as a central point of normalized resource and work state in Avaya Oceana®. Work refers to interactions such as inbound voice calls and web chats.

Call Server Connector

Acts as an interface between Communication Manager and the Avaya Oceana® application tier. It maintains the state of Unified Collaboration Model for all agents and stations registered on Communication Manager.

Avaya Work Assignment

Acts as an enterprise-wide Matching Engine for Avaya Oceana®. It matches the request with the most suitable resource available.

Avaya Context Store

Acts as a Memory Data Grid that can store contextual information provided by the customer’s Enterprise Applications. These applications route data and historical data to be shared between Experience Portal, Engagement Designer, Work Assignment, and the multimedia Snap-Ins such as chat and email. These components also display customer data to Agents and show historical Journey information.

Avaya Engagement Designer

Acts as the business workflow execution engine of Avaya Oceana®. All interaction types, such as voice, email, and chat, start an Engagement Designer workflow.

Avaya Oceana® Cluster 2

Unified Agent Controller

Acts as a server-side component that manages the connections to the individual agent desktops. It has access to agent configuration that is made available to the Unified Agent Controller component.

Avaya Mobile Communications

Integrates the Web Voice/Web Video capability provided by Avaya Aura® Web Gateway into Avaya Oceana®. Avaya Mobile Communications supports attribute-based routing of WebRTC calls made through customer mobile and web applications.

Avaya BotConnector Snap-in

Acts as an interface for the automation of short messages from a chat provider by acting as a proxy to the API of the Avaya Automated Chat server.

Avaya Oceana® Cluster 3

Omnichannel Provider

Provides the option to add additional media to an established interaction. It includes Email, Chat, SMS, Social Media, Messaging, and Outbound.

Avaya Oceana® Cluster 4

Avaya Co-Browsing Snap-in

Provides web collaboration between two users. Customers and agents can then jointly browse web pages and complete web forms.

Avaya Oceana® Cluster 5

Avaya CRMGateway Snap-in

Provides a normalized access layer between Avaya Oceana® and Customer Relationship Management (CRM) systems of customers.

Avaya Experience Portal

Provides the front-end self-service application for the segment of Avaya Oceana® incoming calls.

Orchestration Designer

Creates applications for Avaya Experience Portal.

Avaya Proactive Outreach Manager

Provides the Outbound voice capability to Avaya Oceana®.

Avaya Aura® Web Gateway

Acts as a WebRTC Signaling Gateway.

Avaya Aura® Device Services

Used for WebRTC Agent registration.

Avaya Aura® Media Server

Used for WebRTC media.

Performs all multimedia processing using the software. Media Server works with media gateways to provide a streamlined voice and data network throughout the enterprise.