Avaya Delivers 'Contact Center as a Service' for Midmarket with Google

Contact center operations are moving rapidly into the cloud, as a growing number of businesses embrace the flexibility and simplicity of service subscription models. To assist customers in this transition, Avaya has announced a complete contact center cloud-based solution that delivers IP Office customer engagement technology as a subscription service powered by Google Cloud Platform.

Customer Engagement OnAvaya Powered by Google Cloud Platform includes a subscription-based license and the Customer Engagement OnAvaya software. Users have the option to simply provision a Chrome device and a headset for rapid and cost-efficient contact center implementation.

Avaya plans to make the solution available in Spring 2015 in the U.S. to certified Avaya and Google business partners and Google for Work partners authorized by Avaya.

“Avaya is bringing its customer engagement technology leadership to midmarket companies with an easy-to-use subscription service,” said Joe Manuele, senior vice president and general manager, global cloud services, Avaya. “Through the power of Google Cloud Platform, Avaya is providing a simple and scalable foundation that allows customers and partners to deploy contact centers faster, and agents to work from anywhere.”

According to Frost and Sullivan, the cloud contact center market is growing at almost twice the rate of premises-based contact center systems (11.6-percent versus 6.1-percent). With more IT departments looking for deployment choice and simplicity, and more companies taking advantage of the flexibility of remote and home-based agents, Customer Engagement OnAvaya Powered by Google Cloud Platform can help organizations realize the vision of anytime, anywhere customer service.

Customer Engagement OnAvaya Powered by Google Cloud Platform extends value to those seeking hosted models and the simple set-up of new agents and supervisors in any location. The service easily scales up to manage peak or seasonal demands. In addition, it supports business continuity and remote agent strategies.

Customer service representatives will be able to access the Customer Engagement OnAvaya agent and supervisor desktops with a Google Chrome device and communicate through a WebRTC-enabled interface and headset. The cloud service solution eliminates the need to maintain premises-based contact center infrastructure or to download thick clients on individual agent endpoints, which can provide significant management efficiencies and a highly cost-effective means for fast access to a full suite of technologies needed for real-time responsiveness to customers.

Avaya provides a full suite of OnAvaya team and customer engagement technologies for simplified integration into partner cloud delivery models. OnAvaya technology provides flexible, cost-effective communications to connect employees, provide better service to customers, increase productivity, and grow your business.