How Avaya-Google deal will transform contact centers

Avaya today announced its partnership with Google to integrate contact center agent desktop on Chromebooks.

Customer service agents can now access the Avaya contact center agent desktop on 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 cost-effective means to enable access to the technologies for real-time responsiveness to customers.

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.

MeadWestvaco, 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 IT solution to contribute to revenue growth through increased business continuity, efficient operations and customer satisfaction through first contact resolution.

“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,” said Barry Toole, voice and convergence Manager, MeadWestvaco.

Avaya IP Office Contact Center

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.

“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,” said Joe Manuele, vice president, SI/SP, Alliances, and Cloud GTM, Avaya.

TeleTech Customer Technology Services, a client of Avaya, deployed the Avaya Agent for Chrome internally to support part of our 24×7 Network Operating Center Avaya operations.

“The new Avaya Agent for Chrome is an exciting new solution for clients operating in the Avaya ecosystem. Cloud-enabled solutions, like this one, drive TCO savings, increase flexibility, accelerate ramp time and make it easier to implement secure agent desktops,” said Tom Bowman, vice president, TeleTech Customer Technology Services.

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