Avaya and Google have partnered to develop innovative contact center solutions for businesses, combining Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks. The partnership enables customer service agents to access the Avaya contact center agent desktop with Chromebooks through a WebRTC-enabled interface.
According to Avaya, its 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.
As one of the early adoptor and customers on the new solution, 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. They expect the solution to contribute to topline growth through increased business continuity, more efficient operations and higher customer satisfaction through first contact resolution.
Joe Manuele, vice president, SI/SP, Alliances, and Cloud GTM, Avaya
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.
Tom Bowman, Vice President, TeleTech Customer Technology Services.
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.