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December 11, 2014

Google and Avaya to develop business comms products

First project to streamline the agent experience using WebRTC and Chromebooks.

By Ellie Burns

Avaya has announced that they will be working with Google on contact centre solutions for businesses.

The collaboration will see the combination of Avaya’s customer engagement technologies with Google’s Web applications and Chromebooks to enable greater simplicity, flexibility and cost efficiency in contact centre operations.

Initially, the project will enable the simple set-up of new agents and supervisors in any location, in addition to supporting business continuity, mobile and remote agent strategies.

Customer service agents will be able to access the Avaya contact centre agent desktop with Chromebooks through a WebRTC-enabled interface.

This aims to eliminate the need to download thick clients on individual agent endpoints, enabling the fast access to the full suite of technologies needed for real-time responsiveness to customers.

Avaya also 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.

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MeadWestvaco is one company who is planning to deploy the Avaya Agent for Chrome, with Barry Toole, Voice and Convergence Manager at MeadWestvaco commenting, "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."

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