Avaya has unveiled Avaya Customer Engagement Cloud solutions, a comprehensive set of advanced capabilities and services that is comprised of Avaya Oceana for omni-channel customer engagement and is built on Avaya Breeze. These Customer Engagement Cloud solutions provide the flexibility required for adopting and integrating new digital technologies through a portfolio of hybrid, public and private cloud offers and developer tools.
Businesses across all industries recognize the digital transformation imperative, with 69.7% of companies saying that customer experience is the main driver of digital strategies. As evidence, Avaya Oceana is already being deployed across the globe and delivering on the promised value of digital transformation. Avaya Oceana delivers context-driven, fully integrated and customizable customer engagement that allows companies to easily bring together newly emerging and existing technologies to benefit the customer and agent experience.
“There are really three things that we look at as key to transforming service interaction: connectivity to serviced things, context, and frictionless engagement. With our rollout of Avaya Oceana, we’re focused first on automation technologies to greatly enhance the customer experience and gain insight into the customer journey. Once we know the product, the conversation, and the customer journey, we use Oceana’s attribute-based matching to bring the right people and content to the engagement,” said Savio Tovar Dias, Senior Director – Sales Engineering, Avaya, Asia, Middle East, Africa & Turkey.
The Avaya Customer Engagement Cloud combines best-in-class solutions with extensible developer platform capabilities, access to data from across the enterprise and the industry’s best partner and Systems Integrator eco-system for unsurpassed customer engagement expertise. To help companies evolve to these best-in-class solutions, Avaya strategic professional services can guide businesses to:
- Transform the customer experience in a way that sets them apart from the competition – mapping the customer journey at every touch point and ensuring their workforce is at the top of their game to deliver the best possible service experience;
- Define and design the best end-to-end solution based on an acquired understanding of where the company is today and where it wants to go;
- Develop near term and long term engagement innovation plans with the understanding that transformation is ongoing.
