Google makes its first move into the contact centre space
Google is working with Avaya on innovative contact centre 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 centre operations.
Customer service agents will be able to access the Avaya contact centre 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), 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
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 centre operations.
Joe Manuele, vice president, SI/SP, Alliances, and Cloud GTM, Avaya says “Contact centres 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 centre capabilities delivered via our channel and service provider partners and accessible through Chromebooks.”
Barry Toole, Voice and Convergence Manager, MeadWestvaco adds “As a B-to-B packaging orders and logistics company, 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 centres, our contact centre 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.”
Tom Bowman, Vice President, TeleTech Customer Technology Services continues “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 24×7 Network Operating Centre Avaya operations and look forward to partnering with clients for additional deployment scenarios.”