Avaya Oceana® overview

Last Updated : Jul 11, 2023 |
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Avaya Oceana® is the next-generation customer engagement solution. Enterprises can use Avaya Oceana® to seamlessly handle Voice, Web and Mobile Chat, Web Voice/Video, Email, SMS, Social Media, Messaging, and Outbound channels using a single, intelligent, attribute-based call routing system through a unified Agent Desktop. Avaya Oceana® is built on the Avaya Breeze® platform using modular snap-ins that can be independently scaled, managed, and extended.
You can merge existing resources into the routing strategies of Avaya Oceana® to significantly improve customer service and sales outcomes.
With these routing strategies, you can:
  • Obtain customer information from Customer Relationship Management (CRM) of the enterprise and other third-party systems.
  • Combine the information with the current journey context of the customer.
  • Apply business goals-oriented strategies to match the customer to the best available resource.
The routing strategies also integrate with the back office systems of enterprises to route work items such as claims and contracts.
Avaya Oceana® provides:
  • Functionality to map a customer's journey across various self-service and assisted service channels by storing the related data crumbs in External Data Mart (EDM). Resources and routing workflows use these data crumbs.
  • An easy-to-use HTML5-based Desktop for agents and supervisors.
  • Reporting and Analytics, designed to provide new and powerful insights for blended agent contact centers.
The Social contact type is for the original Oceana integration traditionally using Social Connector to Social network infrastructure. For example, Facebook or Twitter.
The Messaging contact type uses an alternative mechanism through Messaging connector to enable integration with social networks. See Configure Messaging overview on page 645.