Avaya Oceana

Main article: Call center: appointment, types and tasks

2020: Use as base for a democentre Croc and Avaya

On September 15, 2020 Avaya Holdings Corp corporation. reported that together with IT- the company Croc announced start of a joint democentre of solutions for contact center based on Avaya Oceana. It is the only center in the territory Russia intended for demonstration and piloting of the solutions adapted for requirements of the customer. In more detail here.

2019

According to information for March, 2019 Avaya Oceana allows to manage with ease work with clients on all available channels and also provides to the companies freedom and flexibility for creation, change and process optimization of customer interaction. Avaya Oceana gives the chance to perform a comprehensive review of the environment of service in a relevant context and also simplifies customer service thanks to automatic data acquisition from key points of interaction with them.

2016

(data are relevant for June, 2016)

• Avaya Oceana: the expanded software solution for all-channel customer interaction created on the basis of the platform Avaya Breeze. This solution provides a comprehensive review of the environment of service in a relevant context and also simplifies customer service thanks to automatic data acquisition from key points of interaction with them. Avaya Oceana provides support of voice and digital channels of communications, including the text chats as which are completely automated, and with participation of the operator. As the solution was projected taking into account a scaling option, it allows to add easily channels, employees, services of analytics and workflows, providing to the companies unprecedented flexibility in setup for specific scenarios of use. The system of a sovestim with Avaya Aura CC Elite IVR, CRM and ERP- systems. Avaya Oceana can be configured precisely according to requirements and also to connect to platforms of other suppliers.
• Avaya Oceanalytics: The modular and expanded analytical platform which provides the complex overview of client events from all sources, including the systems of Avaya company and other producers. If necessary it allows to add data sources easily. Its opportunities are beyond traditional analytical tools, thanks to flexible technology of collecting, processing and data analysis from all systems, as in real time, and using statistics of contact center. This platform has rich data visualization and, besides, has support of any of the existing instruments of visualization, such as Infobuild Microstrategy Oracle, SAP and Tableleau.
• Avaya Oceana Workspaces: The working environment providing to employees and heads the single interface for all-channel customer interaction including chats (with a bot and with the assistant), e-mail, the SMS, social networks, voice and video communication and also joint work with documents. Thanks to powerful visualization of process of customer interaction and access to standard tasks to one click, operators and experts instantly receive the correct context for effective and successful customer service.
• Avaya Vantage: The device with the glass touch screen and optionally the connected handset for work with customized applications. This solution provides exclusive transmission quality of a sound and also supports use of the Bluetooth headset.
• Avaya Client SDK: The uniform client set of SDK allowing to create client applications and a working environment practically for any employee. It is delivered as the separate client application, or as a part user or business applications, such as Salesforce, SAP, etc. The solutions Oceana Workspaces and Avaya Vantage are created on the basis of Avaya Client SDK.
• Hypersegmentation ― provides to Avaya Networking new levels of network segmentation and isolation. Segmentation limits the information volume to which the malefactor can get access on all network, thereby blocking threat distribution. Avaya provides end-to-end hypersegmentation which supports hundreds and thousands of segments.
• WLAN ― Wireless LAN the solution of the next generation which supports the newest standard 802.11ac of Wave 2. Provides higher performance for mobile users (to 3.47 Gbps on bandwidth).
• Acquisition format: The new model of acquisition of solutions Avaya offers including an opportunity of flexible monthly payment on OPEX model which includes services of a support service and also right to use by the last updates and developments during all term of service.

Avaya Oceana:

• Provides the media and independent solution which supports different client devices, including stationary and mobile phones, tablets (iOS, Android), desktop computers (Windows and Mac) and service racks and also it is seamlessly connected to different channels of service, providing the maximum convenience both to clients, and to the staff of the company.
• Saving a context on all channels of customer interaction and giving an opportunity at any time to use this information for personalisation and enrichment of process of user interaction.
• Applying routing of customer appeals taking into account attributes of each contact and distributing resources for their processing according to priority, a segment and a customer behavior.
• Providing powerful visualization of process of customer interaction on all channels using Avaya Oceana Workspaces and Avaya Oceanalytics, instead of use of several working environments, reports from the different systems and applications.
• Giving more opportunities, than traditional analytical tools. Thanks to flexible technology of collecting, processing and data analysis from all systems, as in real time, and using statistics of contact center. Avaya Oceana provides rich data visualization and support of use of any of the existing instruments of visualization, such as MicroStrategy Oracle, SAP and Tableleau using Avaya Oceanalytics.
• Using new jobs for employees and heads which can be configured and embedded without effort in any application using Avaya Oceana Workspaces and Avaya Client Software Development Kit (SDK). The workplace of the employee created thus significantly simplifies his work.