Avaya selects Google Cloud Platform for cloud based contact center

Avaya today said it has selected Google Cloud Platform for cloud based contact center called OnAvaya.

OnAvaya, built on Google Cloud Platform, targets mid-size businesses to deliver Avaya’s IP Office customer engagement technology via a subscription based license and the Customer Engagement OnAvaya software.

Avaya selected Google Cloud Platform for its reliability, performance and scalability.

Customer Engagement OnAvaya provides a low cost solution that allows customer service agents to work from anywhere in the browser.

Users have an option to provision a Chrome device and a headset for rapid and cost efficient contact center implementation.

Avaya plans to make the solution available in the US by spring 2015.

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

Joe Manuele, senior vice president and general manager, global cloud services, Avaya

Avaya and Google collaborated on contact center solutions for businesses last year in 2014. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebook to enable simplicity, flexibility and cost efficiency in contact center operations.

In 2014, Avaya announced an expansion of its relationship with T-Systems to offer Contact Center as a Service (CCaaS) to meet growing demand from business for customer experience management solutions from the cloud.

BT and Avaya has signed a five year agreement in 2014 according to which BT wholesale will deliver Avaya’s Unified Communications and Contact Center applications as a cloud service to mid market and enterprise customers via indirect channel.

Shilpa Khatri
[email protected]