Avaya, Google join hands for pioneering solutions

Avaya collaborates with Google on innovative contact center solutions for businesses. Avaya’s expertise in customer engagement technologies and Google’s expertise in web applications and chromebooks enables simplicity, flexibility and cost efficiency in contact center operation.

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. Customer service agents will be able to access the Avaya contact center agent desktop with Chromebooks through a Web RTC-enabled interface.

The Avaya Agent for Chrome solution eliminates the need to download thick clients on individual agent endpoints, providing significant management efficiencies and a highly cost-effective means to enable fast access to the full suite of technologies needed for real-time responsiveness to customers.

MeadWestvaco (MWV), a packaging orders and logistics company serving customers in 100 countries from 153 locations, will simplify their customer care operations by deploying the Avaya Agent for Chrome.

The project is one of the latest efforts by Avaya to leverage the WebRTC standard and drive a 21^st Century approach to communications and collaboration. In addition, as part of Avaya’s strategy to adopt next generation business tools, the company plans to integrate Google Apps for Working 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 center operations.