Avaya today unveiled Avaya Customer Engagement Cloud solutions, a comprehensive set of advanced capabilities and services to help businesses keep customers engaged, happy and coming back.
Comprised of Avaya Oceana for omni-channel customer engagement and built on Avaya Breeze, Customer Engagement Cloud solutions provide the flexibility required for adopting and integrating new digital technologies through a portfolio of hybrid, public and private cloud offers and developer tools.
Businesses across all industries recognize the digital transformation imperative, with 69.7% of companies saying that customer experience is the main driver of digital strategies. As evidence, Avaya Oceana is already being deployed across the globe and delivering on the promised value of digital transformation. Avaya Oceana delivers context-driven, fully integrated and customizable customer engagement that allows companies to easily bring together newly emerging and existing technologies to benefit the customer and agent experience.
“There are really three things that we look at as key to transforming service interaction: connectivity to serviced things, context, and frictionless engagement. With our rollout of Avaya Oceana, we’re focused first on automation technologies to greatly enhance the customer experience and gain insight into the customer journey. Once we know the product, the conversation, and the customer journey, we use Oceana’s attribute-based matching to bring the right people and content to the engagement,” said Mike Sale, director- online engagement, Avaya.