Avaya Oceana

Deliver the experience your customers expect with a contact center based on Avaya Oceana.

Avaya Oceana is the next generation of contact center from the longtime contact center market leader, Avaya. Avaya is continuing its heritage of contact center innovation by creating a solution that allows a more personalized journey for your customers.

Exceed your customer’s engagement experience with Avaya Oceana

Personalize the Journey

The Avaya Oceana™ Solution lets you personalize every step and possibility of customer interactions with your company. This purpose-built single omni-channel solution gives you complete integration and management of your traditional phone and digital channels.

Unforgettable Experience

Avaya Oceana powers the customer journey. Now you can personalize every customer interaction with your company.

Avaya Oceana delivers a multi-touch customer experience, context-rich agent environment and seamless interactions and hand-offs

Built for Big Data

Capture and capitalize on big data across your entire enterprise. Avaya Oceanalytics™ Insights breaks down the silos around traditional analytics tools. You’ll have rich visualization of data to fuel real-time, smarter decision making, which can help drive customer satisfaction and improve customer loyalty.

Complete Visibility at Every Step

Take a 360° look at your customer contact world. Address channels, customer routing, resource matching, data captures – every detail. Get real-time, fully meshed insights into what’s going on with your customers: Manage engagement across any device or channel. Gain omni-channel awareness and collect context from each customer interaction.

Omni-Channel

Provide customers with the perfect experience, enabling them to use any device – mobile, web, phone – of their choice, at any moment. Preserve context throughout their journeys by capturing all interaction data. Combine past interaction info from your existing systems with real-time experience data from Oceana. Then pair customers with the right agents and resources using attribute matching. Transitions are seamless: agents will have the right knowledge—so there’s no need to ask customers to repeat themselves.

Advanced Toolset

Avaya Oceana™ Workspaces for agents and supervisors lets you start immediately to evaluate and enhance your customer experience across each channel. Assess a customer’s journey, evaluate needs, and follow prompting to give the best responses at the right times during an interaction. You’ll keep your team engaged and one step ahead as they serve customers. Plus, save your training budget – Oceana Workspaces is intuitive and easy to use, reminiscent of personal and mobile apps.

Omni-Channel Analytics

Avaya Oceanalytics™ helps you capture and capitalize on big data within and across your enterprise. Get customer and team analytics like you’ve never had before. Real-time and historical end-to-end insights into the customer journey, the customer experience, and your operational performance translate to you making best-informed decisions and having better business outcomes and results.

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