Avaya and Google Collaborate on Contact Center

Solution integrates Chromebook, WebRTC for agent access.

Avaya recently announced it is working with Google on innovative contact center solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks.

The initial project provides new contact center agents with simple set-up in any location so businesses can better manage peak or seasonal demands, support business continuity, and enable mobile and remote agent access. Customer service agents will be able connect to the Avaya contact center agent desktop via Chromebooks through a WebRTC-enabled interface-- eliminating the need to download software for individual agent endpoints.

As part of the project, Avaya will leverage WebRTC to further enable communications and collaboration. Avaya also 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.

Commenting in a statement on the collaboration, Joe Manuele, VP for SI/SP, Alliances, and Cloud GTM at Avaya, said, “Contact centers are highly dynamic, business-critical, functional areas. 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.”

Speaking as an Avaya-based contact center customer, Barry Toole, Voice and Convergence Manager at MeadWestvaco, added, “As a B-to-B packaging company, all of our customers are high-value and we need to be there for them or risk loss of revenue and brand perception. With the Avaya Agent for Chrome in our business centers, our contact center operations will be staffed and highly efficient - even when we might otherwise face business continuity issues. It’s remarkably simple and equally as powerful – just what we look for in technology to enable better customer engagement.”

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