Enterprise software giant Avaya believes it is offering a glimpse of the future with its latest contact centre offering.
Responding to what it views as the unfulfilled promise of next generation, multi-channel engagement solutions, the Californian developer has come up with Oceana - an omni-channel platform designed to integrate and personalise every step of the customer journey.
Oceana is a new solution built on top of Avaya’s workflow automation engine, Breeze. Breeze is a middleware layer which allows businesses to design and manage workflow systems easily and intuitively using snap in modules.
Oceana applies the same engine to customer journey mapping. Using the Oceana Workspaces drag and drop interface, it can build contact systems which tie together web, phone, social, SMS and live messaging.
Next Generation
Laura Bassett, director of product marketing at Avaya, said:
“For years, businesses have been trying to deliver an omni-channel experience, but have delivered disconnected solutions, leading to a disconnected consumer experience.
“Oceana provides next generation multi-touch applications in a single engagement, which are all connected on the customer experience end, and on the agent experience end as well. We want it to be as easy for the agent to deliver the experience as it is for the customer to enjoy it.”
One of the key advantages in practice is how the integrated contact system collects and shares data across all channels. So the next time a customer logs on to a client’s website on mobile, for example, Oceana feeds back information from the last time they browsed on their desktop. This means preferences can be stored and the customer experience personalised. And that applies to every contact channel.