1. Avaya Breeze Demystified
“You don’t have to boil the Oceana!”
John Nicholson
Consulting Sales Engineer - Avaya

3. Avaya Breeze Demystified
What exactly is Avaya Breeze?
How does Breeze relate to Oceana?
Why does it matter?
Avaya Breeze
So cool it will blow you away!
Oceana and Oceananalytics
You don’t have to boil the Oceana!

4. Breeze ‘Marketechure’
Team Engagement Applications
Communication Platforms
Analytics
Customer Engagement Applications
Avaya Oceana
Avaya Breeze
Architecture
Middleware  Event Broker  Collaboration Bus

5. Avaya’s Paradigm Shift
Team Engagement Applications
Communication Platforms
Analytics
Customer Engagement Applications
Avaya Oceana
Avaya Breeze
Customer-directed innovation
Customer-specific solutions
Unique customer experience
Open, modular applications
Workflow simplification
Why?

6. Breeze as a Innovation Platform
Team Engagement Applications
Communication Platforms
Analytics
Customer Engagement Applications
Avaya Oceana
Avaya Breeze
Snap-in
Add Functionality
Snap-in
Snap-in
Snap-in
Solve a Problem
Snap-in
Snap-in
Avaya Breeze
Customer-driven Workflow
Business-driven Workflow

7. Example of an Email Interaction
Server* POP3 / IMAP
CRM Server* API /Web Svc
In-Memory Data Matrix
Attribute-based Routing
Workspaces Client SDK
Event / Data Collector
CRM
Context Store
Work Assignment
Agent Desktop
Reporting Data Mart
Avaya Breeze
Workflow: Engagement Designer
triggers flow
Send Auto Response
To/From Attributes Keyword Attributes
Query Address
Customer Attributes
Customer Preferences
Other Handles
Query CustID / Handles
Journey Attributes
Historical Attributes
Last Agent Recall
Assemble Attributes
Query for Match
Select Agent ID
Manage Queue
Present Contact
Interaction Cards Customer Journey
Customer Details
Receive Event Data
Interaction Data
Real-time Reports
Historical Reports

8. Example of a Chat Interaction
Server* POP3 / IMAP
Chat Server* Website
CRM Server* API /Web Svc
In-Memory Data Matrix
Attribute-based Routing
Workspaces Client SDK
Event / Data Collector
Chat
CRM
Context Store
Work Assignment
Agent Desktop
Reporting Data Mart
Chat-bot
CoBrowse
Avaya Breeze
Workflow: Engagement Designer
Chat triggers flow
Auto response sent
CustID Attributes Keyword Attributes
Query CustID / Name
Customer Attributes
Customer Preferences
Other Handles
Query CustID / Handles
Journey Attributes
Historical Attributes
Last Agent Recall
Assemble Attributes
Query for Match
Select Agent ID
Manage Queue
Present Contact
Interaction Cards Customer Journey
Customer Details
Receive Event Data
Interaction Data
Real-time Reports
Historical Reports

9. Innovation at the Speed of Business
Agility
Assimilate emerging technologies
Deploy fast, succeed fast or fail fast
Simplicity
Modular mashup instead of ‘IT project’
Shared, ‘One-and-Done’ integrations
Economy
Pay only for the functionality used
Business-driven solutions

10. Oceana = Breeze + Snap-in Bundles
Channel Snap-ins
Voice / WebRTC
Chat / SMS
Social
Application Snap-ins
Context Store
Work Assignment
Engagement Designer
Co-Browse
Chat Bot
Mobile Video
Oceananalytics
Real-time Reports (Data Mart)
Historical Reports (Data Mart)
Oceana = 20 Most Popular Snap-ins
Snap-in
Snap-in
Snap-in
Snap-in
Snap-in
Snap-in
Avaya Breeze
Engagement Designer Workflows
Oceananalytics Standard Reports

11. Customer Experience with Oceana
Preferred channel
Journey awareness
Contextual interaction
First contact resolution
Proactive response
Net Promoter Scores

12. Preferred Channel Options
Live Chat
Click to Call

13. Mobile Chat, Voice and Video
Current Wait Time is:
3 Minutes

14. Customer Journey Map Website flow IVR / Self Service Mobile App
Voice, , Chat, SMS, Social
Per channel or per interaction
Definable retention

15. Avaya > Support > Login
“I’m having problems logging in to website”
"Can you help me fix my controller?
Dealer Locator

16. Avaya > Support > Login
“I’m having problems logging in to website”
"Can you help me fix my controller?
Password Reset

17. Unified Omnichannel Desktop
Voice
Chat
SMS
Social
Customer Detail
Contact History
Customer Journey
Expert Presence

18. Once the call is accepted, the activity card displays icons for common functions for that interaction type.
Technical Credit Repair eFolks

19. Avaya > Support > Login Avaya > Support > Promotions
“I’m having problems logging in to website”
I'm sorry you're having a problem, how can I help?
I'm happy to help. Is the installer currently at your office?
Are you having a problem with the website or mobile app?
Are you trying to log in as a service provider or customer?
Let me send you the link to our financing page
I seem to be having problems logging into the website
IT Level IT Level IT Level 4

20. Avaya Oceananalytics Omnichannel Reporting and Analytics Oceanalytics
Unified cradle to grave view across all sources
Context
Automated storage, processing, and analysis of real-time data
Translate events to business measures for reporting
REAL TIME
HISTORIC
Avaya
Oceanalytics
Customer journey mapping across disparate source systems
Report Designer and ad-hoc report creation wizard
Overarching points that cover both real time and historical
Single, unified interface for real-time and historical reporting
Modular extensible reporting and analytics framework
Standardize raw event data for reporting and analytics across the enterprise
Single engine to correlate, translate event data
Actionable, rich visualization based on user definition
3rd party presentation applications as desired
Best of suite or a la carte modules, to serve specific needs
Event processor engine
Report scheduling and delivery
Feed enterprise data lake for data mining everywhere
User management, security control, role-based access
Data Collectors
Oceana | CC Elite | Exp. Portal | POM | Third Party

21. When the call ends, the desktop shows agent, team, center or other group performance statistics.

22. Salesforce Desktop Integration

23. Customer Experience with Oceana
Preferred channel
Journey awareness
Contextual interaction
First contact resolution
Proactive response
Net Promoter Scores

24. Oceana NOW! Promotion
Have Avaya Aura CC Elite 7 or Elite deployed
Want to enhance agent efficiency & lower costs
Add chat, SMS, for greater agent efficiency
Shift channel mix to lower cost handling options
Provide best choice of agent through single attribute-based routing / matching engine
Deliver interactions with context improving agent efficiency
Need to improve revenue
Add chat, SMS, to voice with context for agents
Lower customer effort by adding digital channels
Enable mobile customer care with two-way SMS
Provide best choice of agent through single routing / matching engine reducing abandons
Integrate contact center with back office to identify more opportunities, increase conversions
Who are the target customers for this special offer? First, they need to have Avaya Aura CC Elite 7 or Elite deployed and operational. Then there are three broad categories where many of your customers may fit into one or all three.
Do you have customers that want to enhance agent efficiency and lower costs? Such as through adding chat, SMS, and for greater efficiency, or by shifting the customer interaction channel mix to lower cost options. Additionally by selecting the best agent through one routing and matching engine for all channels, and delivering interactions to agents with context to improve their efficiency.
How about customers that need to improve revenue? For example by adding chat, SMS, or to voice; with context for agents, or making it easier for customers to contact you digitally, thus lowering the effort required, or with mobile customer service via SMS. And through the best choice of agent the first time reducing abandoned opportunities. We can also integrate with back office systems to identify more revenue opportunities and increase conversions.
How about customers that want to improve agent retention? Do you have any of these types of customers?
With the market leading agent experience via Oceana Workspaces, your customers can improve agent job satisfaction and reduce churn. Agents can also achieve a higher level of performance with interactions delivered in context and matched to agent capabilities.
What customer doesn’t want to enhance efficiency, lower costs, improve revenue, or increase agent retention; or all of the above? I thing you're going to find that most of your customers will want to take advantage of what Ocean provides.
Desire to improve agent retention
Provide market leading agent experience to improve job satisfaction, reduce churn
Best choice of agent via matching engine, interactions delivered in context for higher performance