SINGAPORE – With nearly 90 percent of enterprises engaged in digital transformation efforts and making Customer Experience the top priority, few have actually mapped their customers’ journey as a means of informing their strategies.1 The burden of doing so is often complicated by the gap between projected company needs and the actual practice of wrangling new and existing technologies to support them.
Until now. Today, Avaya announced the end of the technological tyranny that prevents companies from simply designing journeys that align customer needs with company strategies. Avaya Oceana, a truly multi-touch customer engagement solution in the sea of vendor offers, gives companies the freedom and flexibility to create, innovate, optimize and future-proof customer journey-driven experiences that generate customer loyalty, retention, share of wallet, and repeat business. Fueling the real-time decision capabilities and customer journey insight is Avaya Oceanalytics™, a modular and flexible analytics and reporting platform. And the cumulative view of customers across all touch points is delivered to agents, supervisors and experts via Avaya Oceana™ Workspaces.
Built on Avaya Breeze, Avaya Oceana is an extensible, software-based solution with simple drag and drop visual workflow capabilities to create and manage multi-touch customer journeys while Avaya Oceanalytics delivers a single, comprehensive view of customers across all sources, including Avaya and non-Avaya systems, and ease to add any other data sources as needed.
Avaya Oceana creates a sea of change by:
The initial phase of Avaya Oceanalytics offering Collector Snap-ins for Avaya Elite, Experience Portal and Avaya Aura Contact Center and Proactive Contact will be available in Q3 2016 globally and Avaya Oceana will be available in Early Q4 CY2016 globally.
1 Altimeter Group - http://www.altimetergroup.com/2016/02/the-top-digital-transformation-priorities-for2016-part-1
Re-disseminated by The Asian Banker