Google and Avaya team up to create mobile Chrome call centres

Google Chrome gets Avaya upgrade

Google has partnered with voice over IP (VoIP) specialist Avaya to create a contact center application for Chromebooks and integrate the Avaya Agent into the Chrome browser.

The application is a cloud-based service that will let Chromebook users access the Avaya contact centre agent desktop through a WebRTC-enabled interface. The Avaya Agent for Chrome solution also lets users access Avaya services from the Chrome browser.

Avaya head of emerging products and technology Val Matula said the move is the latest step in the firm’s ongoing bid to make it quicker and easier for businesses of all sizes to increase worker mobility and productivity.

“Contextual data gets pushed to the agent through either a dedicated app, or web browser window. Intelligent routing and other call controls are handled by Avaya hardware sitting in the middle, either on premise, or in the cloud,” he explained in a blog post.

“These benefits are made possible because open APIs and new, flexible programming kits make it easier to offer contextual data to customer service agents working remotely.

“Companies can roll out these new, open, flexible solutions without giving up important tools like call recording and analysis, performance metrics and automated alerts.”

He added that their flexible nature will make the Chrome solutions quicker and cheaper to deploy than competitors.

“There’s no native software to download. Getting a new agent provisioned takes minutes, not days,” read the post.

“The application connects to Avaya systems securely – either on premise or in the cloud – meaning customer service agents don’t have to physically sit in the same building anymore, nor do they have to install applications on home computers when working remotely.”

Avaya added it plans to integrate Google Apps for Work “in a number of areas” to further improve its mobile business offering in the near future.

The solution has already been demoed by several companies including MeadWestvaco (MWV), a packaging orders and logistics company serving customers in 100 countries from 153 locations.

MeadWestvaco voice and convergence manager Barry Toole said the firm’s early impressions of the tool have been positive.

“As a B2B 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. It’s remarkably simple and equally as powerful – just what we look for in technology to enable better customer engagement.”

The Avaya partnership is the latest in a wider move by Google to increase business adoption of Chrome and Chromebooks.

In related news, reports suggest Google is shifting the focus of its Glass wearable technology to workplace applications, which will see the next iteration of the hardware switch to Intel chips.

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11 December 2014 | 11:39 am – Source: v3.co.uk

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