SHARE



ABOUT THE AUTHOR


Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>
SHARE



Sheila McGee-Smith | June 06, 2016 |

 
   

Building on Breeze, Avaya Announces Oceana

Building on Breeze, Avaya Announces Oceana Maps out a roadmap of sorts for unifying the piece parts of its contact center portfolio.

Maps out a roadmap of sorts for unifying the piece parts of its contact center portfolio.

The International Avaya User Group (IAUG) is holding its annual summit this week in Orlando around the theme, "Experience is Everything," and one can easily imagine the reasons for the selection. In his recent No Jitter post, "Avaya Considers Asset Sale," UC analyst Dave Michels detailed the financial woes that have led Avaya's owners to retain Goldman Sachs to explore asset sales and CenterView Partners to evaluate its capital structure. And yet, Avaya remains a contact center market leader, measured by market share, size of the embedded base, and designation in industry analyst reports.

Avaya remains the contact center provider for thousands of companies worldwide. But for several years, many have felt the company has not provided a clear roadmap for how it will turn the myriad of contact center point products in its portfolio into a coherent solution. Oceana is Avaya's latest attempt to do so.

As shown in the high-level architecture diagram below Avaya Breeze -- the company's development environment -- is the core enabler of Oceana. This means Avaya Snap-ins are the building blocks of this new Avaya contact center solution. For example, contact centers could use the Avaya Engagement Designer Snap-in to orchestrate a solution using a series of other Snap-ins. And they could use the Work Assignment Snap-in to distribute interactions to the correct resource, be that a self-service resource or a live agent. Avaya will also offer an email Snap-in, one for chat, and another for co-browsing. You get the idea.

So from where do the Snap-ins come? Some are built by re-factoring of existing Avaya solutions.

Similar to the work done by Interactive Intelligence to create PureCloud and Aspect to build Via, Oceana is not a completely new solution as much as a re-built version of existing solutions with new, common elements. The new Avaya Oceana common elements include Oceanalytics, for reporting and analytics of the various Snap-in events, and Oceana Workspaces, a newly designed client built on a common Avaya Breeze client SDK. Other common elements are Snap-ins that Avaya has already been delivering with Breeze, such as Work Assignment and Context Store.

Avaya is delivering the initial phase of the Oceana project with Oceanalytics and Collector Snap-ins for Avaya Elite, Experience Portal and Avaya Aura Contact Center and Proactive Contact, the company said. Translation: The first step is to create a single repository for all contact center-related data streams for analysis, reporting, and delivery of a unified picture of contact center activity.

With the Collector Snap-ins itemized above, contact centers will be able to get unified reports on inbound voice calls (Elite), voice, email and Web interactions (AACC), IVR (Experience Portal) and predictive outbound (Proactive Contact). As Avaya has many more contact center solutions -- Elite Multichannel, workforce optimization, social media, and mobile video to name just a few -- it will be releasing additional Collectors over the next year or so.

The word "cloud" is glaringly missing from the Oceana announcement. Unlike its competitors Interactive and Aspect, Avaya is not reworking and rewriting its existing assets as "cloud-first." Oceana will initially be a customer premises or private cloud solution. Over time one might expect to see Oceana available on Avaya Zang, the company's communications platform as a service, said Karen Hardy, senior director for customer engagement at Avaya. However, Avaya certainly did not discuss a timeframe.

Net-net, today's announcement is a plan more than a solution. Avaya is feverishly working to build the components and Snap-ins upon which Oceana is built. Early trials, due in third-quarter 2016 will be of limited capability. General availability, expected in 4Q2016, will be of a subset of the full functionality shown in the graphic.

Avaya is hoping that the Oceana announcement and roadmap will give existing customers a reason to stay with the company as it builds out the full solution. For some of the huge Avaya contact centers, with tens of thousands of agents, change is always slow. This early view of Oceana, Oceanalytics, and Workspaces may be enough to keep them loyal to Avaya.

Follow Sheila McGee-Smith on Twitter and Google+!
@McGeeSmith
Sheila McGee-Smith on Google+





COMMENTS



August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.