Avaya OneCloud CCaaS makes it easy for organizations to deliver effortless customer experiences across different channels and devices – voice, email, messaging, chat, social and more – while helping maximize employee and team performance at all customer-organization touchpoints.

Avaya OneCloud CCaaS is a junction that concentrates the customer’s entire communication – customer journeys, interactions with the organization’s team, and any other form of communication, whether incoming or outcoming, are recorded and managed.

The system Matches customers with the best employees based on business rules, internal and external context and desired business outcomes, and can get ahead of every interaction by predicting needs and proactively engage customers with customer journey intelligence.

Personalizing employee experiences with a customizable, modern workspace that easily brings customer insights from different applications and systems into a single pane of glass.