Avaya and Google Collaborate on Contact Center Solutions for Businesses

10 Dec 2014
  • Simplified and faster access to contact center technology for customer service agents
  • First project to streamline the agent experience using WebRTC and Chromebooks
  • Enables increased mobility and flexibility in staffing
Santa Clara, Calif. – Avaya today announced it is working with Google on innovative contact center solutions for businesses. 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.

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 WebRTC-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), is a global leader in packaging for food, beverage, tobacco, beauty and personal care, healthcare, and home and garden markets around the world, with operations in 30 countries and solutions delivered on every continent. By deploying the Avaya Agent for Chrome, the company is focused on enhancing their customer care operations - contributing to growth through increased business continuity, more efficient operations and higher customer satisfaction through first contact resolution.

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. 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 center operations.  

Quotes
“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.”
Joe Manuele, vice president, SI/SP, Alliances, and Cloud GTM, Avaya

“As a B2B packaging company serving some of the biggest consumer brands in the world, all of our customers are high value and we need to be there for them or risk loss of revenue and brand perception. With the Avaya Agent for Chrome in our business centers, our contact center operations will be staffed and highly efficient - even when we might otherwise face business continuity issues. It’s remarkably simple and equally as powerful – just what we look for in technology to enable better customer engagement.”
Barry Toole, Voice and Convergence Manager, MeadWestvaco

“As a leading global provider of technology-enabled customer engagement solutions, TeleTech is continually seeking out innovations to help our clients improve their customers’ experiences. The new Avaya Agent for Chrome is an exciting new solution for clients operating in the Avaya ecosystem. Cloud-enabled solutions, like this one, drive TCO savings, increase flexibility, accelerate ramp time and make it easier to implement secure agent desktops. We have deployed the Avaya Agent for Chrome internally to support part of our 24x7 Network Operating Center Avaya operations and look forward to partnering with clients for additional deployment scenarios.”
Tom Bowman, Vice President, TeleTech Customer Technology Services.
 
Additional Resources
Google Blog: MeadWestvaco Simplifies the Contact Center with Avaya
Avaya Blog: Agents Anywhere: Avaya and Google Collaboration Brings New Flexibility to the Contact Center

Tags: Avaya, Google, contact center, customer service, technology, agent, Webrtc, Chromebook, Avaya Aura, customer experience management

About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible premises-based and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com.

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Deb Kline

908-953-6179

klined@avaya.com