• December 12, 2014

Avaya Pairs with Google on Contact Center Solutions

Avaya is working with Google on contact center solutions for businesses. The collaboration combines Avaya's expertise in customer engagement technologies with Google's expertise in Web applications and Chromebooks.

The initial project will enable contact centers to set up 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.

The project is one of the latest efforts by Avaya to leverage the WebRTC standard. In addition, Avaya 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 to power its global telephony infrastructure and drive its contact center operations.

"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," said Joe Manuele, vice president of global service providers, system integrators, alliances, and cloud at Avaya, in a statement. "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."


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