Avaya Extends its Partnership with Google to Innovate Contact Center Operations

By CIOReview | Wednesday, June 17, 2015

FREMONT, CA: Avaya, business collaboration and communications solutions provider, extends its partnership with Google to provide innovative contact center solutions for business. 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.

Initially this project will enable 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 Web Real-Time Communication-enabled interface.

“Contact centers are highly dynamic, business critical, functional areas. 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. 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, vice president, SI/SP, Alliances, and Cloud GTM, Avaya.

The project is one of the latest efforts by Avaya to leverage the WebRTC standard and drive a 21st Century approach to communications and collaboration. Avaya’s technology will internally power Google’s global telephony infrastructure as well as drive its contact center operations.

This collaboration will enable Contact center managers and employees to access the data from anywhere and from many different types of devices, check on the status of operations while they are in the office as well as on the road and gather network information about a specific communications channel from remote locations. This will even facilitate call center agents to work from home as easily as they can at the downtown locations.