Avaya’s Partnership with Google Cloud Services is “the Buzz of the Technology Industry”
Hot on the heels of the latest Avaya Technology Forum (check out some exciting ATF takeaways from Mark Fletcher here), Avaya is again demonstrating its role as an industry leader with a strong showing at Enterprise Connect 2015.
On the show floor, there were the usual trends in play based around customer engagement, customer relationship management, networking, video and mobility, as a multitude of vendors vied for a finite amount of attention and coverage.
For many, it was more about multiple approaches to the same lofty goal: unifying technologies. Still, it’s tough playing catch-up to a leader with the tools, know-how and vision that Avaya has as part of its DNA.
Avaya is bringing it all together, and it’s doing it now.
The method for this innovation is certainly getting industry attention.
“The Next Time You Call Customer Service, You May get an Answer from a Chromebook”
Research firm Frost and Sullivan reports that the market for cloud-based contact centers is outpacing onsite systems by almost a 2-to-1 ratio.
“The cloud model has seen unprecedented demand and growth in the contact center market over the past few years,” analysts write. “The hosted/cloud model is not just a viable, but, increasingly, a preferred model to deploy contact center technology … It enables greater flexibility, scalability and business agility for contact centers, while saving significant costs over the long term.”
No Jitter’s Eric Krapf agrees: “Our track on contact centers/customer engagement has seen steady growth in the last few years–not surprising, since this has always been the area where the cutting-edge trends tend to come to fruition first … The technology here is incredibly exciting.”
“The Avaya and Google collaboration may be the buzz of the technology industry ever since Enterprise Connect 2015,” writes TechNewsToday’s Ulrigh Bachman.
It’s warranted buzz, as industry trends bear out.
“Brands are taking their contact center operations to the cloud at a rapid clip for good reasons, namely flexibility and simple service subscription models,” writes TopTechNews’ Jennifer LeClaire. “Avaya is working to help midmarket companies make the cloud transition.”
What’s making this possible is Customer Engagement OnAvayaTM Powered by Google Cloud Platform. At only $140 a month per user, the WebRTC-powered technology is fast, efficient and affordable.
“The next time you call customer service, you may get an answer from a Chromebook,” writes Stephen Lawson for PCWorld. “The days of vast in-house contact centers may be numbered.”
Google’s Web-centric Chromebook laptops are emerging as a viable enterprise alternative to Windows-based computers.
When much of what the average person does with computers tends to be centered around the browser (instead of processor-intensive tasks such as video editing, for example), there’s no need to invest in overpowered hardware. It’s the perfect platform for a Web-based solution.
“[C]ompanies don’t have to roll out updates to computers in the field. Agents should be able to start up the device, log in and start working,” writes Lawson.
“A Rapid and Cost-Efficient Contact Center Implementation”
“[This is a] a low-cost solution that allows customer service agents to work from anywhere in the browser,” writes Infotech Lead’s Shilpa Khatri. “Users have an option to provision a Chrome device and a headset for rapid and cost-efficient contact center implementation.”
With no VPN to connect to, and no RSA key fobs to keep track of, Customer Engagement OnAvayaTM Powered by Google Cloud Platform is easier to manage than competing cloud contact center solutions.
“By creating a seamless omni-channel experience for agents, more customers find resolution, quickly, while avoiding the frustration of explaining their issue repeatedly,” writes Call Center Solutions’ Maurice Nagle. “The solution is easily scaled for peak seasons, and if a representative has an issue and needs to quickly confer with a supervisor, they can easily do so with the help of a Google Chrome device via a WebRTC-enabled interface and headset.”
“Google partners [should] seriously consider this because they would now be able to enhance [their] competitiveness [with] lower cost and flexible communication methods, and higher productivity,” writes TechNewsToday.
Call Center Solutions’ Maurice Nagle agrees: “It is clear the notion of the customer experience has shifted enterprise focus, as we all know it is cheaper to keep a customer than bring in a new one. It’s integral to provide each customer with contextual, seamless and all-around positive interactions. It’s no coincidence many are migrating to cloud solutions to do it.”
For more information on what could be your fast track to comprehensive customer engagement capabilities, check out Customer Engagement OnAvayaTM Powered by Google Cloud Platform.
You’ll be well on your way to increased customer satisfaction with an easy deployment, fast scalability, and worry-free customer engagement – and that sounds pretty buzz-worthy, doesn’t it?