Avaya Oceana® supports the Avaya CRMGateway snap-in. The snap-in acts as a normalized access layer between Avaya Oceana® and Customer Relationship Management (CRM) of the respective customers through an adapter. Customers can use the Avaya CRMGateway SDK to develop adapters to fetch customer data from the CRM.

The Avaya CRMGateway snap-in is required in Avaya Oceana® to facilitate the customer use case functionality, where the customer records are too large to import into the Omnistore database. With Avaya CRMGateway, you can continue managing customer details primarily in the the external CRM. You can then create the necessary linkage in the Omnistore database to retrieve customer history and customer journey data stored in Avaya Oceana® for the customer.

Using the Avaya CRMGateway snap-in, you can view the customer details directly when performing a customer search in the CRM. The Avaya Customer Management snap-in fetches data from the CRM and stores it, in whole or in part, in the Omnistore database.

The Avaya CRMGateway snap-in is installed in Avaya Breeze® using the System Manager web console. All Avaya CRMGateway alarms are displayed in System Manager.

The serviceability attributes of the Avaya CRMGateway snap-in are as follows:

Using Avaya CRMGateway, you can also get customer details that contain all identifying values. Agents can access the customer-identifying information, and the snap-in can identify the customer from the channel on which the interaction originates.