Staff Reporter
JOHANNESBURG – AVAYA, which prides itself as the global leader in delivering superior communications experiences, has advanced the digital transformation imperative with its new customer engagement Cloud solutions.
Comprised of Avaya Oceana for omni-channel customer engagement and built on Avaya Breeze, the Customer Engagement Cloud solutions are said to provide the flexibility required for adopting and integrating new digital technologies through a portfolio of hybrid, public and private cloud offers and developer tools.
Danny Drew, Managing Director of Avaya South Africa, said with the rollout of Avaya Oceana, they were 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 Drew.
The company sees growing global adoption of its Avaya Oceana as enterprise customers seek to manage and deliver exceptional personalised customer experiences.
Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, said Avaya contact centre customers, many who have continued to transform their contact centres using Avaya Elite for as long as 20+ years, are exceedingly loyal.
“With Avaya Customer Engagement Cloud, the company is working to create offers that will help customers (and partners) transition their customer experience portfolios to meet the needs of today’s digitally-savvy consumers,” McGee-Smith said.
– Guardian