Multinational technology firm Avaya, which specialises in solutions to help companies enhance their interactions with customers has released a new set of solutions which map customer journeys.

The solutions are touted to give companies the freedom and flexibility to create, innovate and optimise their customer experience. This will generate customer loyalty, retention, share of wallet and repeat business, said Avaya.

The solutions include:

● Avaya Oceana: An extensible, software-based solution for true multi-touch customer engagement built on the Avaya Breeze Platform. Delivers attribute-based matching, 360 degree context management, visual workflow automation for customer journey mapping and support for voice and digital channels including text chat (automated and assisted), SMS, web, social, voice, video, co-browsing.

● Avaya Oceanalytics: A modular and extensible analytics and reporting platform that provides a single, comprehensive view of customer events across all sources, including Avaya and non-Avaya systems and ease to add any other data sources as needed. Breaks the silos from traditional analytic tools with the flexible collection, processing and analysis of data across all real-time and historical systems to provide the rich, visualization of data, and support to feed into any existing modern visualization tool such as Infobuild, Microstrategy Oracle, SAP and Tableleau. 

● Avaya Oceana Workspaces:  New roles-based desktops that give agents and supervisors one workspace for all customer touch points including chat (automated bot and assisted), email, SMS, social, voice, video and co-browse. It provides a visualisation of the customer journey and one-click access to common tasks.

● Avaya Vantage: An all-glass, touch screen desktop device with optional handset specifically developed to customize for vertical applications. Built for high-quality audio with hands-free Bluetooth capabilities.

● Avaya Client SDK:  A single client 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, SAP, etc. Both Oceana Workspaces and Avaya Vantage were built on the common client SDK.

Avaya also unveiled new networking security and mobility enhancements which feature:

● 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 hundreds or thousands of segments.

● 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.

Gary Barnett, senior vice president and general manager of Avaya Engagement Solutions, commented: “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 today’s 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.”

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 Q3 2016 globally and Avaya Oceana will be available in Early Q4 2016 globally. –TradeArabia News Service