Avaya has unveiled Avaya Customer Engagement Cloud solutions, a set of advanced capabilities and services to help businesses keep customers engaged, happy and coming back.
Comprised of Avaya Oceana for omni-channel customer engagement and built on Avaya Breeze, 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.
Avaya Oceana delivers context-driven, fully integrated and customizable customer engagement that allows companies to bring together newly emerging and existing technologies to benefit the customer and agent experience.
The speed at which businesses need to anticipate and exceed customer expectations has driven several innovations for the newest release of Avaya Oceana. One feature equips agents with a visual, chronological map of the customer journey with a comprehensive, actionable interface that can increase opportunities for upselling and repeat business.
Avaya Oceana also provides a foundation for growing digital channels, with support for Bots that extend sentiment, automation and analysis to all text channels including social media.
Avaya Oceana also allows customers to adopt new technologies such as virtual reality today. Avaya partner EXP360 enables a customer to place a call straight out of virtual reality glasses. The agent can see what content the customer is viewing to direct and inform while providing a true guided tour through the virtual world.
The solution also provides a seamless customer experience by providing the full context of an interaction when shifting from artificial intelligence to human connections.
Companies will also be able to create a more accurate picture of a customer’s experience, search for patterns and trends, proactively inform campaigns and personalize interactions through Avaya Oceanalytics.