Avaya and Google offer contact center as a service – Bitmag

Avaya, a global provider of communications solutions, collaboration and business services, has developed a solution for contact center in the cloud. The solution – which includes the Office IP technology – allows for greater engagement with customers as SaaS, based on the Google cloud platform.

According to the company to perform an implementation of contact center quickly and profitably, users just need a Chrome device and a headset

“Avaya is providing -. through a subscription service – its cutting-edge technology to engagement with the customer for companies in the midmarket, said in a statement Joe Manuele, senior vice president and manager of Global Services Cloud to Avaya. “From the Google Cloud Platform, Avaya provides a simple, scalable foundation that enables customers and partners to quickly deploy contact centers and agents work anywhere,” he adds.

According to Frost & amp; Sullivan, the contact center market in the cloud is growing almost twice as fast than systems deployed at the customer premises (11.6% versus 6.1%) 1. In scenarios where IT departments are looking for more simplicity of implementation and options and more companies are taking advantage of the flexibility of remote agents, the Customer Engagement OnAvaya, supported by Google Cloud Platform, helps organizations to have a customer service vision at all time and any place.

The Customer Engagement OnAvaya allows easy scalability of the service, with management of specific demands and supports the growth strategy of remote agents. Those responsible for customer service can access the Client Engagement OnAvaya on desktops agents and supervisors with a Google Chrome device and communicate through an enabled interface WebRTC and a headset.

The service cloud solution eliminates the need to maintain a contact center infrastructure on site or download heavy clients across each agent, printing service efficiency and increased profitability.

Initially, the solution will be available in the US for licenses business partners Avaya and Google. The company plans to provide the solution globally soon.