Avaya Oceana Solution Contact Us Avaya Oceana Solution Exceed Expectations in Every Customer Interaction NEXT-GENERATION CONTACT CENTER FOR AN OMNICHANNEL WORLD As your customers interact with you in more ways, the stakes have never been higher. Voice, email, web chat, SMS, social: all offer new opportunities to leave your customers in the warm glow of amazing service—or seething with frustration. Let Avaya Oceana connect every piece of your customer experience strategy within a unified solution. Maintain a 360° view of your customers wherever, whenever, however they connect. Empower agents to manage all channels through a single, unified workspace. Capture actionable insights to deliver more personalized experiences and build lifetime loyalty. CULTIVATE THE ULTIMATE CUSTOMER JOURNEY The Right Channel Deliver consistent, personalized customer experiences across all digital channels and devices. The Right Time Automatically equip agents with predictive, context-aware, analytics-driven intelligence for each customer interaction. The Right Context Visualize the complete omnichannel journey from the customer’s perspective: where they’ve been, how they got here, how you can best help them right now. The Right Resource Get it right the first time by efficiently and automatically matching customers to the right agent with the right knowledge. WHAT CAN YOU DO TO BUILD CUSTOMER LIFETIME VALUE? Personalize Customer Experiences Tailor engagements to each customer through real-time context across the customer journey. Make a strategic plan > Improve Agent Performance Visualize your customers’ entire relationship with your brand through real-time and historical information, analytics, and interactive customer journey maps. Become an omnichannel pro > Understand Your Data Capture the most relevant analytics across all touch points. Know your analytics > Capitalize on Cloud Flexibility Choose the deployment options (cloud, on-premise, hybrid) and finance models (CAPEX, OPEX) that make sense for your business. Study the impact > SEE HOW Video: Deliver a Multi-Touch Customer Experience Video: Redefine Your Customers’ Experience Video: Redefine Your Agents’ Experience Video: Redefine Your Managers’ Experience Video: Redefine Your Customer and Employees’ Experience Video: Avaya Customer Experience Solution in a Digital Transformation Era THE LOWS & HIGHS OF CUSTOMER INTERACTIONS BIGGEST PITFALLS IN CUSTOMER JOURNEY CUSTOMER EXPERIENCE DONE RIGHT Each customer interaction holds the potential to build lifetime loyalty—or push your customers into the arms of the competition. The most effective digital companies and contact centers avoid: Asking the same questions, when agents should already know the answer Treating individual interactions in isolation, instead of seeing them as links in a larger customer journey Bogging down agents with a need to swivel between different screens and interfaces to reach customers over different channels Applying analytics to some elements of the customer journey but not others Experience is Everything. Make Every Engagement Count. Get the tools, insights, and visibility to deliver exceptional experiences at every stage in the customer journey. By personalizing every customer interaction, Avaya Oceana helps build stronger relationships with your brand. See how Oceana works > 5 STEPS TO START EXCEEDING CUSTOMER EXPECTATIONS NOW 1. Understand Your Customer Journeys Amazing experiences start with visibility—your agents’ ability to put themselves in the customer’s shoes. Rather than sifting through discrete, individual interactions, take an outside-in view with the context to understand the customers’ entire journey. 2. Listen to Your Feet on the Street Let your agents tell you where the best opportunities lie to personalize experiences and engage with customers on a deeper level. 3. Support Advanced Automation and Analytics Use new tools like artificial intelligence (AI), augmented reality, and chat bots to drive more personalized, automated, and timely interactions. 4. Break Internal Silos You may have excellent people and systems in sales, marketing, service, and customer relationship management (CRM). But if they’re not all stitched together seamlessly, your customers’ experience will be disjointed and inconsistent. 5. Bridge the Gaps The best way to start changing is to… get started. Launch a limited-scale project or proof-of-concept. Collect lots of data. Take it one step at a time and prove your ROI for one case before moving to the next. WAYS TO GET STARTED Sign up for the Avaya contact center learning webinar series Participate in a discovery workshop Visit an Executive Briefing Center See our current offers Contact us CREATE YOUR BEST CUSTOMER JOURNEY Webinar: Using Avaya Services to Improve the Customer Experience Webinar: The View from the Chief Experience Officer Free Training: Avaya Oceana Fundamentals Avaya Learning Certificate Program Webinar: Avaya Professional Services Discovery Workshop Discover Products Solutions Services Industries Case Studies Programs and Promotions Authentic Avaya Avaya Connected Blog Avaya TV Solution Finder Info for Developers Channel Partners Technology Partners Consultants Investors Media Analysts Suppliers Connect with us Support Find a Channel Partner Find a Technology Partner Executive Briefing Program Avaya Learning Services Contacts About Avaya Our Company Events Newsroom Investor Relations Corporate Responsibility International Avaya Users Group - IAUG Careers Sitemap Terms of Use Privacy Cookies Accessibility © 2018 Avaya Inc. 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