Avaya, Google collaborate on contact centre solutions for businesses

Avaya is working with Google on contact centre solutions for businesses. The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks to enable flexibility and cost efficiency in contact centre operations.

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.
[caption id=“attachment_75331” align=“alignleft” width=“380”]  Representational image: Reuters[/caption]

Customer service agents will be able to access the Avaya contact centre 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.

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In addition, as part of Avaya’s strategy to adopt next generation business tools, the company 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 centre operations.