Avaya Oceana

Next-Generation Contact Center for an Omnichannel World. Exceed Expectations in Every Customer Interaction.

Avaya Oceana, a comprehensive omnichannel solution, gives you the insights and tools you need to deliver an exceptional customer experience.

Use real-time data analytics for smarter decision-making, enhance agent-customer interactions and drive loyalty.

Optimize operations with seamless system and workflow integrations, and cultivate new opportunities with prepackaged and customized options.

Choose the deployment option that best suits your needs, and leverage our extensive expertise to design, implement and optimize your solution.

Avaya Oceana provides rich multi-touch engagement. Your customers can engage across all devices and channels, mobile and web, giving them what they need, when they need it, how they need it—simply, seamlessly, and in context.

Visual workflows

Drag-and-drop design makes it easy for your agents to bring the right resources, content, and context together across your Customer Relationship Management (CRM) and other systems to serve customer needs and the requirements of your business.

360-degree customer context
Capture customer, business and situational context across all touch points by storing data crumbs in a high-speed, in-memory data grid. Use relevant context to route workflows and display data for agents, enabling smarter decisions.

Next-generation direct-to-agent routing

Automatically match customers to the best agent or resource through real-time awareness of customer interactions, information and context, along with business goals, KPIs, and enterprise data with attribute-based routing.

Intuitive agent and supervisor workspaces

HTML5-based omnichannel desktops are easy to use and a powerful driver of user productivity. Today’s digital consumers expect advanced and personalized experiences. Avaya Oceana Workspaces will help you not only reduce agent turnover, but also create an improved, more engaging customer experience.

Advanced analytics

Avaya Analytics is designed for multi-touch experiences from the ground up with an open data model designed to provide new and powerful insights. It leverages the richness and fullness of your enterprise data sources, making the data within these sources easily accessible and usable. Real-time processing and analysis capabilities help your staff turn that data into actionable insights across the contact center and beyond to your entire organization.

Extended reach into the enterprise.
Easily engage resources from across your enterprise— regardless of their location, job or device—enabling you to enhance and differentiate your customer experience.

Innovation platform

The value of Avaya Oceana can be easily extended with third-party and custom apps and cloud services via modular Snap-ins. This open approach helps to protect and extend your current technology investments.

Personalize Customer Experiences

Tailor engagements to each customer through real-time context across the customer journey.

Improve Agent Performance

Visualize your customers’ entire relationship with your brand through real-time and historical information, analytics, and interactive customer journey maps.

Understand Your Data

Capture the most relevant analytics across all touch points.

Capitalize on Cloud Flexibility

Choose the deployment options (cloud, on-premise, hybrid) and finance models (CAPEX, OPEX) that make sense for your business.


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