With nearly 90% of enterprises engaged in digital transformation
efforts and making customer experience (CX) the top priority, few have actually mapped their customers’ journey as a means of informing their strategies*. The burden of doing so is often complicated by the gap
between projected company needs and reality, says Avaya.
The company has announced Avaya Oceana, a multitouch customer engagement solution that enables companies to create, optimise and future-proof customer journey-driven experiences. Built on Avaya Breeze, Avaya Oceana has drag-and-drop visual workflow capabilities to create and manage multi-touch customer journeys and is complemented with Avaya Oceanalytics, a modular analytics and reporting platform and Avaya Oceana Workspaces, which provides an umbrella view of customers across all touch points.
Avaya Oceana creates change by:
● Providing a media-agnostic solution that supports multiple customer devices
● Preserving rich context from all customer touch points
● Using attribute-based matching to manage customer interactions, and defining business rules by priority, segment, and behaviour to pair customers with the right agents and resources
● Enabling visualisations of the customer journey in context
● Delivering easy integration with third party applications
"For too long, technology has dictated what the enterprise can do to serve their customers with increasing complexity and limitations between systems. Avaya is eliminating many of those traditional restrictions. Instead, companies can first define the use cases that fit their strategies and goals, then create them using Avaya’s simple yet powerful solution.” said Gary Barnett, SVP and GM, Avaya Engagement Solutions.
“Avaya’s unveiling of Oceana comes at a time when more and more companies look to customer experience as the ‘true north’ of their digital transformation strategy. Avaya Oceana offers the means to organisations to enhance the customer experience by understanding, responding to and orchestrating appropriate journeys.” added Mary Wardley, VP CRM Applications, IDC.
The announcement is part of larger launch by Avaya to create multitouch communications capabilities with a contextual, 360o view of the customer. The launch includes new products, common client software development kits (SDKs), networking and security enhancements, and a new subscription pricing model.
In addition to Avaya Oceana, Avaya Oceanalytics, and Avaya Oceana Workspaces Avaya also launched:
● Avaya Vantage: A touch screen desktop device with optional handset to be customised for vertical applications.
● Avaya Client SDK: A software development kit (SDK) on which to build all clients and desktops for virtually any customer facing or employee role; exists as a standalone client or embedded into user or business applications such as Salesforce and SAP. Both Oceana Workspaces and Avaya Vantage were built on the common client SDK.
● Networking security and mobility enhancements such as:
o Hyper-segmentation - Avaya Networking enables new levels of network segmentation and isolation. Segmentation creates containment capabilities that limit the extent to which a hacker can access any other part of the network. Avaya offers end-to-end hyper segmentation that can support thousands of segments.
o WLAN - A next generation Wireless LAN solution that supports the latest 802.11ac Wave 2 industry standard. Delivers greater performance and predictability (up to 3.47Gbps of bandwidth) to mobile users.
● Subscription pricing: A new Avaya pricing model option that provides the flexibility of monthly Opex billing, bundled with support services and rights to future features and enhancements for the life of the subscription.
“Customer engagement technology of the past has been restricted to the domain within the contact centre; however, the customer journey goes well beyond that. With (these) announcements, we demonstrate Avaya’s ability to collect information and unleash its potential through our latest innovations and networking technologies to guide and nurture the customer journey. The contact centre of the future will create amazing experiences for both customers and the agents using the technology. This is what Avaya is delivering,” said Gary Barnett, SVP and GM, Avaya Engagement Solutions.
Interested?
The initial phase of Avaya Oceanalytics offering Collector Snap-ins for Avaya Elite, Experience Portal and Avaya Aura Contact Center and Proactive Contact will be available in Q316 globally. Avaya Oceana will be available in early Q416 globally.
*Altimeter Group
The company has announced Avaya Oceana, a multitouch customer engagement solution that enables companies to create, optimise and future-proof customer journey-driven experiences. Built on Avaya Breeze, Avaya Oceana has drag-and-drop visual workflow capabilities to create and manage multi-touch customer journeys and is complemented with Avaya Oceanalytics, a modular analytics and reporting platform and Avaya Oceana Workspaces, which provides an umbrella view of customers across all touch points.
Avaya Oceana creates change by:
● Providing a media-agnostic solution that supports multiple customer devices
● Preserving rich context from all customer touch points
● Using attribute-based matching to manage customer interactions, and defining business rules by priority, segment, and behaviour to pair customers with the right agents and resources
● Enabling visualisations of the customer journey in context
● Delivering easy integration with third party applications
"For too long, technology has dictated what the enterprise can do to serve their customers with increasing complexity and limitations between systems. Avaya is eliminating many of those traditional restrictions. Instead, companies can first define the use cases that fit their strategies and goals, then create them using Avaya’s simple yet powerful solution.” said Gary Barnett, SVP and GM, Avaya Engagement Solutions.
“Avaya’s unveiling of Oceana comes at a time when more and more companies look to customer experience as the ‘true north’ of their digital transformation strategy. Avaya Oceana offers the means to organisations to enhance the customer experience by understanding, responding to and orchestrating appropriate journeys.” added Mary Wardley, VP CRM Applications, IDC.
The announcement is part of larger launch by Avaya to create multitouch communications capabilities with a contextual, 360o view of the customer. The launch includes new products, common client software development kits (SDKs), networking and security enhancements, and a new subscription pricing model.
In addition to Avaya Oceana, Avaya Oceanalytics, and Avaya Oceana Workspaces Avaya also launched:
● Avaya Vantage: A touch screen desktop device with optional handset to be customised for vertical applications.
● Avaya Client SDK: A software development kit (SDK) on which to build all clients and desktops for virtually any customer facing or employee role; exists as a standalone client or embedded into user or business applications such as Salesforce and SAP. Both Oceana Workspaces and Avaya Vantage were built on the common client SDK.
● Networking security and mobility enhancements such as:
o Hyper-segmentation - Avaya Networking enables new levels of network segmentation and isolation. Segmentation creates containment capabilities that limit the extent to which a hacker can access any other part of the network. Avaya offers end-to-end hyper segmentation that can support thousands of segments.
o WLAN - A next generation Wireless LAN solution that supports the latest 802.11ac Wave 2 industry standard. Delivers greater performance and predictability (up to 3.47Gbps of bandwidth) to mobile users.
● Subscription pricing: A new Avaya pricing model option that provides the flexibility of monthly Opex billing, bundled with support services and rights to future features and enhancements for the life of the subscription.
“Customer engagement technology of the past has been restricted to the domain within the contact centre; however, the customer journey goes well beyond that. With (these) announcements, we demonstrate Avaya’s ability to collect information and unleash its potential through our latest innovations and networking technologies to guide and nurture the customer journey. The contact centre of the future will create amazing experiences for both customers and the agents using the technology. This is what Avaya is delivering,” said Gary Barnett, SVP and GM, Avaya Engagement Solutions.
Interested?
The initial phase of Avaya Oceanalytics offering Collector Snap-ins for Avaya Elite, Experience Portal and Avaya Aura Contact Center and Proactive Contact will be available in Q316 globally. Avaya Oceana will be available in early Q416 globally.
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