Product Id: 32938035
Description: Avaya Oceana Core Infrastructure System Package - (v. R3) - license - 1 designated system
Mfr Part #: 390492
Avaya Oceana Solution is a multichannel customer engagement solution that provides seamless customer experiences across mobile, web, and traditional dial-up channels. Built on Avaya Breeze, Avaya Oceana Solution provides organizations with modular, scalable, and extended snap-ins. Organizations can use the snap-ins to manage customer-centric business in a unified way while supporting customer journey information across channels. Organizations can improve customer service by linking the customer to the best available agent or knowledge worker based on history, agent training, and required service levels.
With Avaya Oceana Solution, organizations can apply call center routing strategies to knowledge workers across the enterprise thereby improving sales outcomes. The solution also integrates with the enterprise back office systems to route work items, such as claims, contracts, and sales leads.
- Provides multichannel ability for a consistent customer experience using Voice, Chat, Web Voice, Web Video, Email, SMS, Co-Browse, and Social Media interactions
- Replaces Avaya Aura Call Center Elite skill-based routing with attribute-based routing to assign the right work to the right resource
- Provides the functionality to map customer journey across various self-service and assisted service channels by storing the related data crumbs in the in-memory data grid
- Provides HTML5-based, modern multichannel desktop
- Provides the Avaya Breeze platform to use modular snap-ins that can be scaled, managed, and extended independently