Customer Journey and visualization

Last Updated : Jan 03, 2023 |
Prolog information
Metadata
Keywords:
Avaya Oceana® maps customer journey across various self-service and assisted service channels by storing related data. Agents and supervisors can use Avaya Workspaces to view a visual representation of a customer’s interactions. Every point in the customer journey is visualized by an interaction with a channel, such as Voice, Video, Email, SMS, Chat, Social Media, or Messaging. Data on the agent desktop also includes a 360-degree view of the customer journey across all channels to facilitate informed decisions.
The journey data of Context Store, when stored in the Journey PU, can be used to produce a visualization of a Customer’s journey. The Journey PU stores the data required to build Customer Journey View in Avaya Workspaces. The details displayed as part of the customer journey include:
  • Journey start time
  • Journey end time
  • Journey interaction point
  • Number of interactions
Avaya Oceana® supports viewing Customer Journey in Avaya Workspaces by topic. A topic is an identifier that you can use to correlate intent across multiple channels. For example, a customer inquiry about an insurance claim can cross multiple media channels. Topics can unify those interactions in the customer journey. If no topic value exists when a contact is created, a default value is provided. The default value is a combination of the Language and Service attributes, which demonstrates how to link cross-channel interactions that arrive at a topic. The default value can be provided if Language and Service attribute values exist.
Avaya Workspaces provides a graphical representation of the end-to-end journey of the customer in the following views:
  • Default view: Displays one interaction with respect to work request.
    Drill-down view: Displays detailed information for the selected journey element, including all status changes. All relevant data and links are presented in this view. The most recent information is displayed at the top of the vertical timeline.
  • Topic view: Displays a filtered view of all the journey elements associated with the selected topic.
  • Account View: Displays a filtered view of all journey elements associated with the selected account.
Avaya Oceana® also supports the Customer Journey feature for Outbound contacts. You must add the Customer Journey widget for Outbound agents so that they can view Customer Journey in Avaya Workspaces.

Oceana Customer Management Tool

Avaya Oceana® supports Oceana Customer Management Tool (OCMT), an application to manually add customer data. You can also use this application to import customer data from an external source into Avaya Oceana®. In a single import, OCMT limits you to import data of 20000 customers in Avaya Oceana®. However, you can import new sets of customers by repeatedly using OCMT. You can open OCMT using the Avaya Control Manager web interface.
Avaya Oceana® supports the Avaya CRMGateway snap-in, which enables Avaya Oceana® to communicate with third-party Customer Relationship Management (CRM) systems. Customers can use Avaya CRMGateway SDK to develop adapters to fetch customer data from a customer's CRM. The Avaya CRMGateway snap-in is required in Avaya Oceana® to facilitate the customer use-case functionality, where customer records are too large for importing to the Omnistore database, the Avaya Oceana® customer database.
With Avaya CRMGateway snap-in, you can continue to manage the customer details primarily in the external CRM. You can then configure the Omnistore database to retrieve customer history and customer journey data stored within Avaya Oceana® for the customer.
When Avaya Oceana® is integrated through the CRM Gateway to any third party CRM using custom software, the following customer details can be retrieved from the CRM for a single unique customer:
  • First and last name
  • Address
  • ZIP code
  • CRMID
  • AccountID
  • One custom field
These details are stored in Omnistore Database and displayed in the Customer Details widget in Avaya Workspaces.
If multiple values of the above parameters are returned from the CRM, only the first value for each parameter is added to the Omnistore database. The CRM matches a unique customer. If multiple customer records are returned for a phone number or email address, the data returned is discarded by Avaya Oceana® and is not added to the Omnistore database.
Using the Avaya CRMGateway snap-in, you can directly view the customer details from the CRM, while doing a customer search on the CRM. The Avaya Customer Management snap-in fetches data from the CRM and stores this data or a part of this data in the Omnistore database.