When it comes to your customers... EXPERIENCE IS EVERYTHING Customer engagement is more than omnichannel. It's delivering the best experience at every touch, on every device, and every time. Avaya OceanaTM is the next generation in multi-touch, context-driven customer engagement solutions. It not only manages big data, it activates it. Because when it comes to delivering unforgettable customer service across every industry, EXPERIENCE IS EVERYTHING. Learn More or Get in Touch Oceana Powers The Customer Journey Tony is planning an important business trip to China He books his flight, hotel, and rental car on his company's travel website Tony sleeps through his wake-up call and misses his flight He receives a "missed flight" SMS with a link to log into the airline's mobile app Tony is recognized when he logs in and is provided with alternative flights taking off that day Oceana sees that Tony hasn't selected a flight and for agent efficiency, triggers Oceana's automated chat bot "agent" FlyGuy Chat SMS Email Phone Click-to-Call Oceana supports many channels and devices for interactions Tony checks his meeting schedule and then chooses to "Click-to-Call" Oceana initiates a call with a live agent Using attribute based matching, Oceana connects Tony with Abbie. She is the agent with the most experience in international travel reservation changes Abbie sees the complete customer context, including screen pops from the CRM system Who Tony is He missed his flight He wants to change his destination from China to Singapore Abbie greets Tony, confirms his new destination and offers to co-browse with him to check new flight options and costs Tony had a hotel and car booked on his previous reservation to China Flight departure and arrival times Flight prices Seat assignments Abbie asks Tony if he would like to cancel those reservations and book new ones in Singapore, and Tony says yes Using co-browse, Abbie helps Tony find the least expensive flight with the best arrival time for his schedule As Abbie completes the flight reservation, Oceana displays a note from the airline's CRM system Abbie offers to hand Tony off to Sonja, who can cancel his reservations in China and help him book new ones in Singapore Who Tony is He had to re-book his flight He needs to cancel his car and hotel reservations in China He needs to book new reservations in Singapore Oceana shows Sonja exactly what Tony has already provided, so she's able to quickly re-book his rental car and hotel without Tony having to repeat anything Tony disconnects the call and sees he has two email notifications Flight change Hotel & car confirmation His flight email also contains an invite to take a survey about his experience with Abbie. Tony taps over to the survey and gives Abbie a glowing review On the Oceana performance dashboard, Abbie and her supervisor can review statistics and rankings of the contact center team Tony doesn't usually fly this airline, but based on this experience, he decides he will use them for all international travel in the future and sends a Tweet about his great experience The company sees Tony’s social message and rewards him with complimentary access to one of their lounges of his choosing Context-Rich Data 360-Degree Customer Journey AVAYA OCEANALYTICS Avaya Oceanalytics delivers powerful insights into the complete multi-touch customer experience through real-time processing and sophisticated analysis. Agent supervisors and company leadership can see the big picture of your customers' journeys to quickly identify trends. Oceanalytics can help you turn context-rich data into actionable insights to deliver the best customer experience — every time. 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