Oceana Fundamentals (updated 3/2022)

Learn the most advanced Omni-Channel Contact Center Solution for the Enterprise

What you'll learn

Understand the components of Avaya Oceana

Learn basic concepts of Omni-channel and Oceana

Learn Attribute Based Routing Concepts for Metaverse and Virtual Reality

Understand the Architecture for Avaya Oceana

Requirements

No experience needed it.

Description

Avaya is an American multinational technology company headquartered in Durham, North Carolina, that specializes in cloud communications and workstream collaboration solutions. The company's Avaya OneCloud experience platform includes unified communications (UCaaS), contact center (CCaaS), CPaaS and services. Serving organizations at 220,000 customer locations in 190 countries worldwide, Avaya is the largest pure-play UC and CC company, ranking No. 1 in CC and No. 2 in UC and collaboration.On this training you will learn the basic components of the Avaya Oceana® Solution is the first delivery of Avaya's next generation omnichannel contact center that helps organizations deliver a seamless customer experience across any channel of the customer's choosing. With Oceana, organizations can seamlessly handle customer interactions across all devices and channels - mobile, web, chat, SMS, social media, voice, email and video - supported by strategic business rules and criteria, modern omnichannel agent desktop workspaces (Avaya Oceana® Workspaces), and, with Avaya Oceanalytics™, cradle to grave reporting of the end to end customer journey across all omnichannel touch points. Avaya Oceana® Solution is built on Avaya Breeze®, making it easier for companies to extend and manage unified support of customer centric business and customer journeys across all relevant stakeholders across the enterprise.

Overview

Section 1: Introduction

Lecture 1 Introduction

Section 2: Oceana Overview

Lecture 2 Oceana Overview

Section 3: Oceana Enterprise Capacity

Lecture 3 Oceana Enterprise Capacity

Section 4: The Digital Enterprise and Oceana

Lecture 4 The Digital Enterprise and Oceana

Section 5: Understanding Oceana Omnichannel Characteristics

Lecture 5 Oceana Omnichannel Characteristics

Section 6: Understanding Routing in Oceana and Engagement Designer

Lecture 6 Understanding Routing in Oceana and Engagement Designer

Section 7: Oceana Attribute Based Routing

Lecture 7 Oceana Attribute Based Routing

Any IT User, Operations, Contact Center