We’re Doubling Down on the Cloud-Based Contact Center with Google

Nearly every business, no matter its size, has some mechanism in place to engage with their customers. For the world’s smallest companies, that’s usually a voicemail number or email address that one person responds to in their spare time.

In contrast, the world’s biggest companies deploy sophisticated, multimillion-dollar systems capable of efficiently processing hundreds of thousands of customer interactions per hour, using tens of thousands of customer engagement agents working 24/7.

But what about the millions of entrepreneurs who find themselves between these two poles?

Companies that are ready to improve their customer engagement, but aren’t ready for a big upfront investment, are increasingly looking to cloud-based, subscription services first.


Read: Avaya Chooses Google Cloud Platform for New Cloud-Based Contact Center Solution on the Google for Work blog


Analysts at Frost & Sullivan estimate the cloud-based customer engagement market will grow 11.6%, roughly twice the growth rate of premise-based customer engagement solutions.

Today, we’re announcing the Summer 2015 availability of Customer Engagement OnAvayaTM Powered by Google Cloud Platform. August 2015 update: The product is now available. Please click here for details.

I want to take a closer look at some of the new features we’ve been hard at work on, and why they’re so exciting.

This new solution provides low-cost agent setup, and allows agents to work from anywhere, right in the browser.

Imagine opening up your Chromebook and logging into the Customer Engagement OnAvayaTM Powered by Google Cloud Platform app with a simple username and password. No VPN required.

We do this by using HTTPS to establish a secure connection between the app and Avaya Secure Border Controller Element, software that verifies access to the database and routes relevant traffic to and from the app. Interactions inside the app are handled by WebRTC, an emerging Web standard that we’re strong supporters of.

HTTPS opens up a temporary information tunnel between the app and the enterprise, which closes as soon as the agents logs off. Every time you use Gmail, buy something online or check your bank balance from your phone, you’re using HTTPS.

Application-specific access using HTTPS has three major benefits for the enterprise: Simplicity, security and scalability.

First, simplicity. Onboarding a new agent is a snap, and can be done completely remotely. Instead of provisioning a new VPN token and sending the agent a complicated sheet of instructions, they log into a Web app–just as simple as logging into Gmail.

Second, security. VPN opens up a bigger tunnel into the enterprise, essentially placing the entire computer on the network virtually. With HTTPS access, data to and from the enterprise is limited to a single application. Nothing else gets through.

Lastly, scalability. The solution is hosted on Google Cloud Platform, which offers world-class reliability. It’s easy to scale up as your business needs grow, and new features are added automatically as they come online.

All customer data exists in the cloud, so if the agent’s Chromebook gets lost or stolen, your risk as an enterprise is greatly reduced.

The result is a truly virtual customer engagement solution, perfect for companies looking for a subscription-based cloud software model.

Customer Engagement OnAvayaTM Powered by Google Cloud Platform is widely available in the U.S. through certified Avaya business partners and Google for Work services partners.

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