Avaya and Google Collaborate on Contact Center Solutions for Enterprise

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Avaya has announced it is working with Google on innovative contact center solutions for the enterprise segment.

The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks to enable greater simplicity, flexibility and cost efficiency in contact center operations.

The initial project enables simple set-up of new agents and supervisors in any location, ideal for managing peak or seasonal demands, as well as supporting business continuity, mobile and remote agent strategies. Customer service agents will be able to access the Avaya contact center agent desktop with Chromebooks through a WebRTC-enabled interface.

The Avaya Agent for Chrome solution eliminates the need to download thick clients on individual agent endpoints, providing significant management efficiencies and a highly cost-effective means to enable fast access to the full suite of technologies needed for real-time responsiveness to customers.

MeadWestvaco (MWV), a packaging orders and logistics company serving customers in 100 countries from 153 locations, will simplify their customer care operations by deploying the Avaya Agent for Chrome. They expect the solution to contribute to topline growth through increased business continuity, more efficient operations and higher customer satisfaction through first contact resolution

The project is one of the latest efforts by Avaya to leverage the WebRTC standard and drive a 21st Century approach to communications and collaboration. In addition, as part of Avaya’s strategy to adopt next generation business tools, the company plans to integrate Google Apps for Work in a number of areas to help speed collaboration and enable greater access to key materials shared by Avaya teams.

Google uses Avaya technology internally both to power its global telephony infrastructure as well as to drive its contact center operations.

“Contact centers are highly dynamic, business critical, functional areas. The flexibility to quickly and cost effectively equip customer service representatives during peak periods such as the holiday seasons, new product launches and marketing campaigns can make a significant difference in capturing revenue and improving customer satisfaction. Our work with Google will allow companies to gain that flexibility and cost efficiency using our leading contact center capabilities delivered via our channel and service provider partners and accessible through Chromebooks.”
Joe Manuele, vice president, SI/SP, Alliances, and Cloud GTM, Avaya.