Combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks
Avaya said 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 to enable greater simplicity, flexibility and cost efficiency in contact center operations announced the press release.
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
Google uses Avaya technology internally both to power its global telephony infrastructure as well as to drive its contact center operations.
“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,” said Joe Manuele, VP (SI/SP, Alliances, and Cloud GTM), Avaya.
