• March 17, 2015

Avaya Launches Customer Engagement OnAvaya Powered by Google Cloud Platform

Avaya today announced a complete contact center cloud-based solution that delivers IP Office customer engagement technology as a subscription service powered by Google Cloud Platform.It includes a subscription-based license and the Customer Engagement OnAvaya software.

Avaya plans to make the solution available in the spring to certified Avaya and Google business partners and Google for Work partners authorized by Avaya.

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

Customer Engagement OnAvaya Powered by Google Cloud Platform scales up to manage peak or seasonal demands. In addition, it supports business continuity and remote agent strategies. Customer service representatives will be able to access the Customer Engagement OnAvaya agent and supervisor desktops with a Google Chrome device and communicate through a WebRTC-enabled interface and headset.

The cloud service solution eliminates the need to maintain premises-based contact center infrastructure or to download thick clients on individual agent endpoints.

One of the first partners to pilot and offer Customer Engagement OnAvaya Powered by Google Cloud Platform is Lakewood, Ohio-based, Onix Networking, a premier Google for Work Technology partner.

"We continue to see our customers transitioning to cloud-based offerings to speed the implementation of business-critical customer engagement services," said Tony Bianco, president of Onix's Cloud Computing division, in a statement. "This offer from Avaya, working with Google, eliminates installation complexity and provides us with access to the industry's leading contact center software as a cloud service. We anticipate that customers in a variety of industries will be very excited about this product offering."

Vegas.com, an online travel agency, provides its office-based and remote call center agents with Customer Engagement OnAvaya Powered by Google Cloud Platform to offer customers full-scale Vegas vacation packages, including air, hotel, shows, outings and tours.

"Vegas.com has always pushed the envelope and been an early adopter of cutting edge technology," said Dustin Robertson, chief marketing officer at Vegas.com, in a statement. "We are constantly shape-shifting so we can provide the best customer experience. Customer Engagement OnAvaya Powered by Google Cloud Platform enables us to continue to deliver premium service and support from anywhere at any time."

Avaya first announced its pairing with Google in December.

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